Attach custom conversation attributes to participant data in Architect

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Genesys Cloud enables users to attach custom conversation attributes to participant data through the Set Participant Data action in Architect workflows, allowing organizations to enrich customer participant data throughout their conversation interactions. Users implement this feature by dragging the Set Participant Data action from the Data category in the Toolbox, configuring it with an action name and attribute name in the format "conversationDetails.participantData.<attribute name>", and assigning values with optional type prefixes including checkbox, date, datetime, enum, identifier, integer, number, longtext, and tag. Each type prefix formats data according to specific display requirements, and multiple attributes can be added to a single action by clicking the "Add attribute" button. The system supports multiple attribute data types including tags, text strings, and URLs with case-sensitive naming requirements. Genesys Cloud provides sample flows for In-Queue Call, Email, and Message interactions that demonstrate Set Participant Data actions and can be downloaded and imported into organizations. The import process involves accessing the Flows menu, selecting a flow type, and importing .i3flow or .yaml configuration files, which will overwrite existing configurations. After importing, flows can be modified to meet organizational needs. Genesys Cloud also supports defining Architect flows using YAML format for enhanced flexibility in flow configuration and management, with practical examples such as "conversationDetails.participantData.Account Balance" with value "number:1090.56" demonstrating the technique's application.

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

From the Architect home page, click or hover over the Flows menu and select the desired flow type.
Create a new flow or select an existing one. The flow's configuration page opens.
Select the task and click Click to open to open the task editor.

From the task editor Toolbox, expand the Data category and drag the Set Participant Data action to the desired location in the task sequence.
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.
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”.

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 .

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

To add more attributes, click the Add attribute to retrieve button and repeat steps 6-7.
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.

Download an example flow or data actionClick to expand

Import a flow into ArchitectClick to expand

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:

From the Architect home page, click or hover over the Flows menu and select the desired flow type.
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.
Click the arrow at the end of the Save menu and select Import. The Import a flow dialog box opens.
Click the Select a configuration file to import link and navigate to the .i3flow configuration file you want to import.
Click the Import button.
Optionally modify the current configuration.
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 .

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

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Attach custom conversation attributes to participant data in Architect

Example flows with custom conversation attributes

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