Attach custom conversation attributes to participant data in Architect

In the Architect workflow in Genesys Cloud, you can add custom interaction attributes to the customer participant data through the Set Participant Data action.

  1. From the Architect home page, click or hover over the Flows menu and select the desired flow type.
  2. Create a new flow or select an existing one. The flow's configuration page opens.
  3. Select the task and click Click to open to open the task editor.
  1. From the task editor Toolbox, expand the Data category and drag the Set Participant Data action to the desired location in the task sequence. 
  2. In the Set Participant Data design form, in the Name text box type a meaningful name for the action. This name becomes the name of the Set Participant Data action in the task workflow.
  3. In the Attribute Name 1 box, assign a string literal attribute name in the format, “conversationDetails.participantData.<attribute name>”. For example, “conversationDetails.participantData.Account Balance”.
  4. In the Value to Assign 1 box, assign a value to the attribute. You can specify the value type as an optional prefix to the value. For example, “number:1090.56”.
    Note: When retrieving values from dynamic data sources, define the optional prefix as a string literal and append it to the dynamic data expression. For more information, see Use string literals in expressions.

    The following value types are valid prefixes:
    Prefix Value type Description Example
    checkbox Boolean Displays a read-only checkbox icon that is selected for ‘true’ and cleared for ‘false’ checkbox:true
    date Date Displays a date formatted based on locale date: 2025-3-12
    datetime Date Displays a date and time formatted based on locale datetime: 2025-04-15T10:30:00.000Z
    enum String Displays a string enum:example
    identifier String Displays a bold string identifier:example
    integer Number Displays an integer integer:4
    number Number Displays a number number:100.9
    longtext String Displays a string that is initially truncated to 100 characters and a Show More/Show Less toggle to view the whole string longtext:example long text
    tag Delimiter-separated string

    Displays a tag for each item in the list. Possible delimiters are:
    , ; |

    Note: The most occurring character is used as the delimiter.

    		 tag:a,b,c,d
    text String Displays a string text:example text
    url URL with either the HTTP or HTTPS protocol Displays a clickable URL that opens in a new tab or window url:https://example.com
  5. To add more attributes, click the Add attribute to retrieve button and repeat steps 6-7.
  6. Continue building the task per your flow design.

Note: Attributes are case-sensitive. If you use an existing attribute in another part of the flow, ensure you match the case of the original attribute.

Example flows with custom conversation attributes

Download these templates and import into your Genesys Cloud organization as you set up your custom conversation details on participant data.

To download a sample flow, complete the following steps:

  1. In the File column, click the .zip file for the desired flow.
  2. Extract the .zip file and save its contents to a local directory.
  3. Import the sample flow (.i3xxx or .yaml).

The Import command imports a flow configuration. Importing a flow will not merge with existing configuration. When you import a flow configuration file into another flow, Architect overwrites any existing configuration in the original flow upon import. To import a flow:

  1. From the Architect home page, click or hover over the Flows menu and select the desired flow type.
  2. Do one of the following:
    • Create a new flow.
    • Click the flow you want to open. When the flow's configuration page opens, click Edit.
  3. Click the arrow at the end of the Save menu and select Import. The Import a flow dialog box opens.
  4. Click the Select a configuration file to import link and navigate to the .i3flow configuration file you want to import.
  5. Click the Import button.
  6. Optionally modify the current configuration.
  7. Save the flow.

After you import the flow, modify the flow to meet your design based on your organization’s needs.

Note: Genesys Cloud offers the ability to define Architect flows using YAML. For more information about how to import the example .yaml flows back into Architect, see Define Architect flows using YAML.

    Name Description Type File
    Conversation Details In-Queue Call Flow

    A sample In-Queue Call flow that contains some custom conversation attributes added through Set Participant Data action.

    		 Architect In-Queue Call flow Conversation Details In-Queue Call Flow
    Conversation Details In-Queue Email Flow

    A sample In-Queue Email flow that contains some custom conversation attributes added through Set Participant Data action. 

    		 Architect In-Queue Email flow Conversation Details In-Queue Email Flow
    Conversation Details In-Queue Message Flow

    A sample In-Queue Message flow that contains some custom conversation attributes added through Set Participant Data action.

    		 Architect In-Queue Message flow Conversation Details In-Queue Message Flow