We are currently migrating from a legacy on-prem solution to Genesys Cloud. The environment includes Genesys DX for Chat integration alongside standard Voice flows using Architect v2.5. During the migration testing phase, we observe inconsistent behavior when transferring an active chat session back to the bot after a voice interaction initiated via the ‘Chatbot’ block. Specifically, custom variables set within the initial chat flow are not persisting when the call is transferred back from the voice queue to the chatbot handler. The error logs in the execution trace show ‘Session Context Lost’ at the point of transfer completion. We have verified that the Data Actions for variable mapping are identical between the old and new flows. Has anyone encountered this specific loss of state when using the Hybrid Chat/Voice path? Environment is AWS US-East-1 with the latest monthly build.
This behavior aligns with a known limitation regarding session context propagation between Voice and Chat channels within the same interaction ID. The standard transfer blocks do not automatically serialize chat-specific variables for voice-side processing without explicit Data Action configuration. Previous community discussions highlighted this when using early versions of the Hybrid Interaction feature. Verify if the ‘Enable Context Passing’ flag is enabled in the Genesys DX settings within Cloud Administration. Review the flow properties endpoint at /api/v2/flows/{flowId}/properties to confirm configuration. Additionally, check the flow execution logs for any timeout errors during the context serialization phase.
Evaluator experience suggests checking the expression scope when passing variables between channels. The session variable ${custom_chat_id} often fails to persist across hybrid transfers if the interaction ID resets. Verify that the Data Action mapping includes the full path interaction.customProperties. This specific configuration prevents state loss during voice back-transfers and ensures QM compliance for interaction history.