Get Participant Data action

AI-generated summary

Genesys Cloud's Get Participant Data action enables attribute assignment and retrieval for voice and digital interaction participants in Architect flows. Attributes are name-variable pairs that persist throughout interactions, tracking information like phone numbers or email addresses. The system supports up to 50 Get Participant Data action executions per bot session, with session closure and error handling if exceeded. Key features include: - Immediate attribute transmission to cloud for new/republished call flows - Case-sensitive attribute handling - Direct cloud data fetching for bot flows - Compatibility with calls, bots, emails, and message participants - Variable assignment capabilities for retrieved attributes - Flow variable integration for use throughout the system Technical considerations: - Cannot be used with Architect Test option - Voice flows may experience attribute value overwrites at flow completion - Requires active conversation with conversation ID - Error state triggers if attribute name is left blank - Supports both new and existing flow variable assignments

Feature coming soon: Availability in voice and digital bot flows.

Architect can assign attributes to voice and digital interaction participants. An attribute is a piece of information about an object that travels with it throughout the flow. For example, one attribute of an interaction object is the telephone number or email of the person who started the interaction.

In Architect, a participant is the caller, bot participant, or messenger on a flow, or the recipient on an outbound flow. A participant can move from one conversation to another and the attribute follows along. Each attribute is a name and variable pair. To get an attribute, specify its name and a string variable that you want to assign to the attribute.

Notes:

For new and republished call flows, Architect immediately sends attributes to the cloud before calling an Architect bot flow.
In voice flows, sometimes the attribute value of a participant changes while the participant proceeds through a flow that also changes the attribute value. In this situation, if the user specifically calls the Get Participant Data with the variable and string pair to save, when the flow ends, the value set by the flow overwrites the value in the cloud.
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.
For bot flows, the number of Get Participant Data action executions per bot session is 50. If you reach the limit, the session closes and the flow follows the configured error handling path.
Because Get Participant Data requires an actual conversation with a conversation ID, the action does not work with the Architect Test option.
Unlike voice flows, bot flows do not maintain a queue for update list. Instead, Architect directly fetches the participant data from the cloud.

Use the Get Participant Data action in a task to set up an attribute to retrieve from a call, bot, email, or message participant.

Action	Description and use
Name	Type a distinctive name for the set participant data action. The label you enter here becomes the action’s name displayed in the task sequence.
Attribute Name	Assign a name to the attribute. The attribute name should be a string literal and returns an error state if left blank.
Variable To Assign	When the flow retrieves the participant attribute, the value is stored in the flow variable you specify here. The variable can then be used in other locations within the flow. When you select a variable name, Architect precedes the name with Flow. When you begin typing Flow., a list of existing variable names appears in a list. You can retrieve the participant’s attribute into a new flow variable, or into an existing flow variable defined elsewhere in the flow.
Add attribute to retrieve	Click next to Attribute, which opens the Attribute Name/Value pair configuration fields.

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Get Participant Data action

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