Genesys Cloud Web Messaging: Guest attributes not persisting for authenticated users

NICE CXone API & Integrations
1

Could someone explain why custom guest attributes are dropping after the initial handshake when deploying the Genesys Cloud Web Messaging widget for authenticated users?

We are using the JavaScript SDK to inject CRM data before the session starts. The goal is to map our internal customer_id and tier to the Genesys guest profile.

const config = {
 organizationId: 'org-123',
 widgetId: 'widget-456',
 customAttributes: {
 'crm_id': 'CUST-999',
 'priority': 'high'
 }
};

genesysCloud.init(config);

The widget loads. The first message sends. But subsequent messages lack these attributes in the /api/v2/conversations/messaging/conversations payload. The customAttributes field is null.

“To associate custom data with a guest session, pass the customAttributes object during the init() call or via the startChat() payload before any messages are exchanged.”

I verified the network tab. The attributes are present in the initial POST to the messaging gateway. They vanish on subsequent PUT requests for message updates.

  1. Is there a specific token refresh issue wiping these attributes?
  2. Do I need to re-apply them via an API call after authentication completes?

My WFM scripts rely on this data for routing. It is breaking our adherence reports.