Is it possible to seamlessly map our legacy Zendesk ticket fields to Genesys Cloud Bot attributes during the initial interaction capture?
We are currently migrating our support infrastructure from Zendesk to Genesys Cloud. In Zendesk, we relied heavily on custom ticket fields to capture specific customer data points early in the engagement. Our goal is to replicate this behavior in Genesys Cloud Bots. Specifically, we want the bot to capture this data and push it directly into the interaction context so that when the conversation transfers to a live agent, these fields are visible in the Agent Desktop.
I have reviewed the documentation regarding the Bot Builder and the interaction object. I found this statement:
“Bots can capture data from the user and store it in attributes. These attributes are passed to the interaction when the bot transfers the conversation to a human agent.”
However, I am struggling with the technical implementation. When I create a “Set Attribute” block in the Architect flow, I am unsure which attribute key corresponds to the Zendesk custom field ID. Is there a direct mapping mechanism, or do we need to use the api/v2/interactions endpoint to manually update the interaction object with these values before the transfer occurs?
I attempted to use the interaction.screen object as a workaround, similar to how we handled agent notes in previous migrations, but the bot seems to ignore these updates during the transfer phase. The attributes set within the bot flow are visible in the transcript, but they do not appear in the agent’s view as structured data.
We are using the latest version of the Genesys Cloud Bot Builder. The environment is set up in the EU region (Frankfurt). Any guidance on whether this requires a custom web app integration or if there is a native configuration I am missing would be greatly appreciated. We want to avoid writing custom code if a native configuration exists.