Hello everyone! I am super excited to be integrating our legacy Genesys DX (formerly Bold360) chatbot with our new Genesys Cloud routing engine! The bot is doing a great job answering basic questions, and we have set it up to escalate to a live agent in Genesys Cloud when needed. However, none of the “Custom Variables” collected by the DX bot (like the customer’s account number or issue type) are appearing in the Genesys Cloud interaction details. The agent just gets a blank chat window. I see the variables in the DX logs. How do I map the custom variables from the Genesys DX escalation payload into standard Participant Data attributes in Genesys Cloud so our agents can see the context?
I develop outbound integrations but have dealt with chat routing. You must configure the “Data Mapping” section in the Genesys DX Admin console. The DX variables do not automatically map to Genesys Cloud Participant Data. You have to explicitly link the DX custom field name (e.g., cust_acct_num) to a new key name in the integration settings. When the escalation triggers, that payload is passed to the Genesys Cloud Inbound Message flow.
The point above is correct about the DX side. But there is a second step. In your Genesys Cloud Architect flow (the Inbound Message flow handling the chat), you must use a “Get Participant Data” action. The attributes will arrive with a specific prefix, usually context.. So if you mapped it as AccountNumber in DX, you must use context.AccountNumber in Architect to pull the value. Then you can pop it to the agent script.
I migrate older systems. 's point is critical. The context. prefix is the hidden gotcha. If you do not use that exact prefix in your Architect flow, the variables will silently drop before reaching the agent. I have seen this break many migrations.