Just noticed that our migration from Zendesk Chat to Genesys Cloud Digital Channels is failing during the handoff phase. The Zendesk widget loads fine, but when we try to bridge the session to a Genesys Cloud Architect flow via the BYOC connector, the interaction state remains in ‘Pending’ and never transitions to ‘Connected’. This feels very different from how Zendesk handled direct agent assignments. The error log shows a timeout after 30 seconds, which is suspiciously short compared to our previous Zendesk integration latencies. We are using the latest Genesys Cloud Web SDK (version 3.15.0) and the BYOC connector version 2.1.
- Verified that the Zendesk ticket ID is correctly mapped to the Genesys Cloud interaction metadata via the initial HTTP POST request.
- Confirmed that the Genesys Cloud user provisioning is complete and the agents are available in the correct skill group.
Does anyone know if there is a specific timeout configuration in the BYOC connector that needs adjustment for legacy Zendesk widgets? We suspect the initial handshake is failing silently.