Trying to make sense of why the payload sent from a Genesys Cloud Digital Messaging flow to our ServiceNow instance is being truncated at exactly 4096 characters. We are utilizing an Architect flow to capture the full transcript from a WhatsApp session and forwarding it via a Set Variable node followed by a Webhook action. The target endpoint is a custom ServiceNow REST API method designed to create a high-priority incident record with the complete interaction history.
The issue manifests intermittently. When the conversation length exceeds approximately 30 turns, the webhook_response status code returns 200 OK, but the ServiceNow incident body only contains the first segment of the transcript. The remaining text is silently dropped. I have verified the ServiceNow side using the REST message test runner, and it correctly processes payloads up to 64KB. Therefore, the bottleneck appears to be within the Genesys Cloud Architect execution context or the webhook action configuration.
Environment details:
- Genesys Cloud Region:
europe-west-1 - Architect Version:
v2.0(latest) - ServiceNow Version:
Washington DC (v2305) - Webhook Action Timeout:
30 seconds - Payload Encoding:
application/json
I have checked the Genesys Cloud documentation for webhook payload limits, but it states that the limit is 1MB for standard webhook actions. The actual payload size in this failing case is roughly 12KB, well below that threshold. I suspect there might be an issue with how the transcript variable is being serialized or if there is an implicit character limit on the specific data type being passed.
Has anyone encountered similar truncation issues when passing large text fields from Architect to external REST APIs? Are there specific JSON structure requirements or escaping rules for the transcript field that I might be missing? I have already attempted to base64 encode the payload before sending, but that did not resolve the truncation. Any insights into debugging the internal payload processing in Architect would be greatly appreciated.