Context:
My config is not working… The Architect flow triggers the WebRTC softphone status change event successfully. However, the subsequent Data Action call to ServiceNow returns a 401 Unauthorized error. The ServiceNow instance is in the eu-west-1 region, matching our Genesys Cloud environment. Authentication uses OAuth 2.0 client credentials, which are valid and tested via Postman.
Question:
Has anyone encountered token expiration issues specifically within the WebRTC softphone trigger sequence? The logs indicate the payload structure is correct, but the auth header seems to be rejected by the ServiceNow REST API endpoint. Are there specific timeout configurations for WebRTC events that affect token validity?