Context:
Configured a Genesys Cloud Architect flow to trigger a Data Action upon receiving a WhatsApp inbound message. The webhook payload arrives successfully at the GC endpoint, but the subsequent Data Action invocation to ServiceNow REST API fails with a 400 Bad Request. The error response indicates that the conversation_id field is null, despite the webhook payload clearly containing the identifier. This occurs specifically when the ‘Enable Conversation Context’ setting is toggled on in the Digital Channel settings, yet the context propagation seems to break during the Data Action execution phase. Verified via Postman that the ServiceNow endpoint accepts the payload format when manually tested.
Question:
Why does this setting prevent the correct extraction of the conversation_id from the WhatsApp webhook payload when passed to the ServiceNow Data Action, resulting in a 400 Bad Request due to a null identifier?