About custom data management

AI-generated summary

Genesys Cloud provides comprehensive custom data management capabilities that enable organizations to capture, organize, and leverage business-specific information across multiple data types and use cases. The platform supports rule-based decisions through rule schemas and decision tables executed within Architect flows, allowing users to define specific input conditions and manage complex scenarios involving multiple variables. Conversation attributes extend the standard conversation model to capture interaction-specific data such as account codes, tracking numbers, or campaign metadata across nine supported data types. These attributes are accessible through APIs, Data Actions, and user interfaces for enhanced search, filtering, and analytics. Participant data functionality persists flow-specific information within conversation records to support cross-flow logic and runtime decision-making through Set Participant Data and Get Participant Data actions, distinct from analytics-focused data storage. The external contacts repository provides comprehensive management of external organizations and contacts with customizable fields, enabling direct communication capabilities including calls, emails, and website visits. Work automation custom attributes allow organizations to define business-specific data describing work items themselves—such as loan type, loan value, or previous rejections—supporting task processing and complex scenarios. Conversation schema management APIs enable creation, viewing, and management of conversation schemas, with support for up to 100 schemas per organization. All custom data management features are accessible through multiple interfaces including APIs, Data Actions, and user interfaces, with planned support for Architect native actions and Scripter interface integration. Custom attribute schemas within Conversation and Customer Profile objects are recommended for data requiring enhanced search, filtering, and analytical capabilities, enabling organizations to implement complex business logic and support personalized customer experiences across their operations.

To help you add business-specific context and gain deeper insights, Genesys Cloud provides multiple ways to extend your data. You can add custom attributes to core objects such as conversations for more personalized and meaningful customer experiences.

Conversation attributes

Conversation attributes let you capture and manage custom data related to each interaction that is business-specific, enriching conversations with meaningful context. They extend the standard conversation model to include details such as account codes, tracking numbers, or campaign metadata.

You can define and maintain conversation attribute schemas and create conversation attributes using one of nine supported data types, all through a user-friendly interface or APIs. This feature ensures consistency and enables better search, filtering, and analytics across Genesys Cloud. To create, update, and retrieve conversation attribute data, use APIs, Data Actions, or Architect native actions and (in a future release) the Scripter interface.

Conversation attribute actions

Architect actions let you add, modify, and retrieve custom data on a conversation, based on a schema created by an administrator in Genesys Cloud. Reference this data later in another Architect action, in analytics, or for improved customer personalization.

Participant data

Participant data allows you to persist flow-specific information within the conversation record, making it ideal for cross-flow logic and runtime decisions rather than analytics or reporting.

For data related to conversation context or customer information, use custom attribute schemas within the Conversation or Customer Profile objects to enable better search, filtering, and analysis.

External contacts custom data

External contacts is a comprehensive repository of data about your external organizations and contacts. You can see a streamlined view of all contact and organization data. You can also start a call, send an email, or visit a contact’s website directly from a contact’s record. And with custom fields you can personalize your contacts and organizations.

Learn how you can take advantage of, customize, and expand your repository of customer data. Custom fields for external organizations and contacts give you the ability to create the fields to help you provide a personalized experience.

Custom attributes for work automation

Custom attributes define your workitem’s business purpose with data describing the task itself, rather than the people associated to it. For example, to process a home loan application, you can define attributes to capture the type of loan required, the loan value, or any previous rejections of a loan request. The custom attributes help you capture the necessary data for further processing of the workitem.

Define the custom attributes specific to your organization’s business needs. You can create up to 100 schemas per organization.

Custom data for rule-based decisions

Using rule-based decisions, you can define specific input conditions to produce outcomes aligned with your business requirements. When business needs are more complex, multiple scenarios and variables must be considered to determine the appropriate result. With a powerful combination of rule schemas, decision tables, and Architect flows, you can effectively implement robust logic to manage every input that enters the system.

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