Having some issues getting my configuration to work correctly for sending Slack notifications when a queue SLA is breached. I am using the Genesys Cloud webhook feature to trigger a POST to a Slack incoming webhook URL.
Background
I have a Rails middleware listening for /api/v2/analytics/queue/metrics events. I want to filter for wait_time > sla_target and format a JSON payload for Slack.
Issue
The webhook configuration in Genesys Cloud does not seem to allow complex JSON transformations directly. I am trying to map the metric and queue_name fields into a Slack blocks array structure.
Troubleshooting
Here is the JSON I am attempting to send:
{
"text": "SLA Breach",
"blocks": [
{
"type": "section",
"text": {
"type": "mrkdwn",
"text": "Queue: {{queue_name}} exceeded SLA by {{wait_time}}s"
}
}
]
}
The {{queue_name}} placeholder is not being replaced. Does Genesys Cloud webhooks support nested JSON object construction with dynamic values, or do I need to handle this transformation in my Rails middleware before forwarding to Slack?