Is it possible to map Zendesk private notes to GC BYOC Edge interactions without data loss?

Is it possible to maintain the exact same level of internal context visibility when moving from Zendesk to Genesys Cloud BYOC Edge?

We are currently migrating our digital channel workflows. In Zendesk, we relied heavily on private notes for agent coaching and internal tracking, which are completely invisible to the end customer. When we map these tickets to Genesys Cloud interactions via the BYOC Edge integration, the system seems to flatten all text into the public transcript or drops the metadata entirely.

The Architect flow is receiving the JSON payload, but the internal_comment field from our Zendesk export script is not populating the notes section in the CXone interface. Instead, it appears as a generic system message or disappears. We need a way to preserve this distinction so agents can see coaching tips without cluttering the customer view.

Has anyone successfully configured a custom attribute mapping for private notes in the BYOC Edge connector? The standard documentation only covers public message routing.

The simplest way to resolve this is to use the internal field in the BYOC interaction payload.

• Map Zendesk private notes to the interaction.internal attribute.
• Ensure your JMeter scripts send this data separately from the public transcript to avoid flattening.

The root cause here is the default flattening behavior in the BYOC Edge mapping. The suggestion above is correct, but ensure the interaction.internal field is explicitly configured in the Data Action to preserve the metadata chain of custody for legal discovery.