CRM ID missing from Web Messaging startChat payload

NICE CXone API & Integrations
1

Trying to push a crmId into the guest profile when initiating a chat via the Web Messaging SDK, but it’s not sticking. The startChat call succeeds, but the subsequent /api/v2/messaging/conversations payload has an empty customAttributes object.

We’ve set up the environment like this:

  • genesys-cloud-messaging SDK v2.4.0
  • Node.js 18 backend proxying to Genesys
  • Passing { customAttributes: { crmId: '12345' } } in the config object

Here’s the init code:

const client = new GenesysCloud.Messaging.Client({
 orgId: 'xxx',
 region: 'us-east-1'
});

await client.startChat({
 queueId: 'queue-uuid',
 customAttributes: { crmId: '12345' }
});

The webhook fires with the correct contact ID, but the attributes are wiped. Is this a timing issue with how the SDK merges the payload?