Configured a Genesys Cloud Architect flow to trigger a Data Action upon receiving an AI Bot resolution. The webhook payload arrives successfully at the GC endpoint, but the subsequent ServiceNow integration fails to create the incident record. The bot is configured to send a completion event to the Data Action, which maps the transcript and outcome to the incident table via the standard REST API. The OAuth token remains valid, and manual testing via Postman confirms the ServiceNow endpoint accepts the payload structure without issue.
The Data Action returns a 500 Internal Server Error with no detailed stack trace in the GC logs. Inspecting the raw payload reveals that the botInteractionId is present, but the transcript field appears truncated. This truncation seems to occur before the Data Action processes the data, suggesting a limitation in how GC handles large JSON objects from AI Bot events. The issue persists across multiple bot instances, indicating a systemic configuration problem rather than a specific bot error.
Reviewed the Genesys Cloud documentation for AI Bot webhooks and Data Actions, but found no mention of payload size limits or truncation behavior. The ServiceNow side logs show no incoming request, confirming the failure occurs within GC before the outbound call. Need to determine if this is a known limitation with AI Bot event payloads or if there is a specific setting in the Architect flow that needs adjustment to handle larger transcript data.