I am integrating NICE CXone BYOC with our internal CRM using Workato. The setup uses a webhook trigger in Workato to receive event data from the BYOC edge via a custom Architect flow.
The issue is intermittent 504 Gateway Timeout errors on the Workato side. The Architect flow completes successfully on the NICE side (verified via trace logs), and the payload is sent to the Workato webhook URL. However, Workato logs show the request timing out after 30 seconds, even though the response from our backend logic is under 200ms.
Environment details:
- NICE CXone BYOC Edge version: 2023.10
- Workato: Standard plan, webhook trigger configured for POST.
- Payload size: ~4KB JSON.
- Network: Both services are in the same AWS region (us-east-1).
I have verified that the Workato endpoint is publicly accessible and not blocked by any firewall. The timeout only occurs during peak hours when the BYOC edge handles high call volumes. I suspect the BYOC edge might be holding the HTTP connection open longer than expected or not sending a proper 200 OK response immediately upon receiving the event.
Has anyone experienced similar latency issues with webhook integrations from BYOC edges? Is there a configuration in Architect or the BYOC edge settings to optimize the HTTP response time for external webhooks? I want to ensure the handshake completes quickly so Workato can acknowledge receipt without waiting for downstream processing.