Need some help troubleshooting intermittent WebRTC disconnections in Genesys Cloud Architect. The softphone drops when a Data Action triggers a ServiceNow REST API call.
ServiceNow responds within 200ms, yet the media path resets. Any insights on concurrency limits or gateway behavior?
This happens because the Data Action blocking the media thread while waiting for the external response. Even a fast 200ms reply can trigger a timeout if the flow isn’t configured for async execution.
Switch the ServiceNow call to non-blocking mode. This keeps the WebRTC stream alive while the background task completes. Check the Advanced Settings in the Data Action to ensure the flow doesn’t hold the media path hostage during the webhook.
Yep, this is a known issue with synchronous Data Actions in Architect. The suggestion above is correct: switching to non-blocking mode is the immediate fix. However, there is a critical configuration detail often missed during implementation.
When configuring the ServiceNow REST call, ensure the “Wait for Response” toggle is explicitly disabled. If left enabled, the platform holds the conversation state in a pending status, which can exceed the WebRTC heartbeat tolerance even if the network latency is low. The 1008 code indicates a protocol-level closure, likely because the media engine interprets the blocked thread as a session failure.
For AppFoundry integrations, we see this frequently when the external system returns a 202 Accepted but the client expects a 200 OK. Verify the payload structure matches the schema exactly. If the response body is malformed, the Data Action fails silently, triggering the disconnect. Use the API Tester to validate the endpoint returns a clean JSON object before deploying to production.