We are hitting a wall with webhook delivery failures. The CXone platform sends events to our internal endpoint, but when the target service times out, it returns a 502 Bad Gateway. The platform retries a few times, but eventually gives up and drops the event. We need a way to capture these failed payloads for manual processing or a secondary retry mechanism.
I’ve checked the webhook settings in the portal, but there’s no obvious toggle for a dead letter queue or a secondary failure endpoint. I’m looking at the API docs for PUT /api/v2/analytics/webhooks but I don’t see a field for failureEndpoint or similar.
Here is the current payload structure we receive:
{
"event": "interaction.created",
"data": {
"id": "abc-123",
"type": "voice"
}
}
When the 502 happens, we get nothing. Is there a way to configure a fallback endpoint via the API that gets called only after all retries are exhausted? Or do we need to handle this entirely on the receiving end by returning a 200 OK immediately and processing asynchronously? The async route adds latency to the agent UI, so we’d prefer a platform-side solution if one exists.
Any experience with setting up a secondary webhook for failures?