We are running Genesys Cloud AI Voicebots on build 2023.10. When an outbound campaign triggers a callback, the bot flow receives the contact but custom attributes fail to pass through to the session variables. We call /api/v2/outbound/campaigns/{campaignId}/contacts with payload { “attributes”: { “campaignId”: “987654” } }. Inside the flow, Contact Attributes > campaignId returns null. This blocks our reporting logic which depends on this value. Environment is AWS US-East-1.
Testing similar setup confirms attributes defined in the outbound contact record do not automatically map to the bot session variables unless mapped in the bot flow editor. Check the AI Voicebot configuration under Session Variables. You must explicitly bind Contact.Attributes.campaignId to a Session Variable named campaignId.
The API call sends the data but the bot engine does not read it without this binding step.
This is a common mapping gap in the new Voicebot connector. Try using the Data Action block instead of direct variable access for better reliability. In the flow, add a Get Contact Attributes action and assign to a flow variable.
Then pass that to the bot response. Also verify the API version used.
If on v1, try switching to v2 for callback attributes support.
Legacy systems handled this differently. Unlike PureConnect we created a transfer script and passed the value without any flow configuration changes. Now with Genesys Cloud AI it requires manual binding which is slow.
Hours are spent mapping variables that should just work. The documentation does not mention this binding requirement clearly.
It is frustrating for admins used to the legacy system.