Could someone explain why my Architect flow is rejecting the Set Contact Attributes action when processing webchat transcripts for legal discovery? We are building a specific path to flag interactions requiring long-term retention. The flow triggers correctly after the digital channel interaction ends. We use a REST API connector to fetch the recording metadata. The response contains the correct media_id and channel_type. However, the subsequent action to set the custom attribute legal_hold_status to true fails with a 400 Bad Request. The error message states that the attribute value type is invalid. This is confusing because we are passing a simple string value. Our environment is Genesys Cloud v2. We are using the standard JSON payload structure documented in the API reference. The attribute was created in the admin console as a string type with no restrictions. This issue only occurs for digital channels. Voice calls process the same attribute without errors. We need this tag for our bulk export jobs later. The S3 integration relies on this metadata for chain of custody verification. Without the tag, the recordings are excluded from the legal hold export. This creates a significant compliance risk for our clients in the UK. We have checked the timezone settings. All timestamps align with Europe/London. The issue persists across multiple test users. We suspect there might be a schema mismatch in how digital channel transcripts are handled versus voice media. The debug logs show the attribute name is correct. The value is definitely a string. No special characters are involved. We have tried resetting the flow. We have re-created the attribute. Nothing works. The 400 error remains consistent. Is there a known limitation with setting custom attributes on digital channel contacts in Architect? Or is there a specific JSON format required for transcript metadata that differs from voice recordings? Any insights would be appreciated. We are under pressure to resolve this before the next audit cycle. The legal team is waiting on these exports. We cannot manually tag thousands of transcripts. Automation is critical here. Please advise on the correct payload structure or any recent changes to the digital channel attribute handling.
Check your attribute definition type in the interaction model. The legal_hold_status field likely requires an enum value instead of a boolean, which causes the Set Contact Attributes action to fail silently. See KB-9921 for the correct payload structure.
It depends, but generally… the issue stems from a mismatch between the payload structure and the interaction model schema, especially when dealing with cross-channel metadata. While the previous suggestion about enum types is accurate for standard fields, legal hold attributes often require strict JSON serialization. Here is a refined approach to ensure the Set Contact Attributes action processes correctly:
- Verify the
legal_hold_statusattribute is defined as an enum in the interaction model, not a boolean. - Construct the REST API response payload to explicitly map the value:
"legal_hold_status": "TRUE"instead of"true". - Add a Data Action immediately after the REST connector to parse the JSON response and assign the enum string to a temporary variable.
- Reference that variable in the Set Contact Attributes action, ensuring the type matches the definition exactly.
This prevents silent failures during the digital channel termination phase.
This is actually a known issue…
The payload structure must align exactly with the interaction model schema. Ensure the JSON object explicitly defines the attribute type to prevent silent failures during high-concurrency loads.