Participant attributes not persisting in /conversations/voice endpoint

NICE CXone API & Integrations
1

Looking for advice on why my PATCH request to /api/v2/conversations/voice/{conversationId}/participants/{participantId} returns a 200 OK but the custom attributes I am pushing do not appear in the subsequent GET response. I am trying to sync data from an external CRM during a live voice call. The payload looks like this:

{
 "customAttributes": {
 "crm_ticket_id": "INC-9921",
 "customer_segment": "premium"
 }
}

I am using the standard OAuth bearer token flow. The request succeeds immediately, yet when I poll the participant details endpoint five seconds later, the customAttributes object is empty. I have verified the attribute names match the schema defined in the Genesys Docs. Is there a delay or a specific header required for persistence? This is blocking my data action flow that relies on these values for routing logic.

2

Oh, this is a known issue with the voice participant endpoint stripping custom attributes on write unless you explicitly include the routing:participant:write scope and ensure the payload includes the id and routeTo fields to prevent partial update conflicts. The API is strict about preserving existing participant data during merges.

curl -X PATCH "https://api.mypurecloud.com/api/v2/conversations/voice/{conversationId}/participants/{participantId}" \
 -H "Authorization: Bearer $ACCESS_TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
 "id": "{participantId}",
 "routeTo": ["queue_id_or_skill_id"],
 "customAttributes": {
 "crm_ticket_id": "INC-9921",
 "customer_segment": "premium"
 }
 }'
3

I’d suggest checking out at the merge logic for customAttributes. The API performs a shallow merge, so omitting existing keys in your PATCH payload deletes them. Ensure your Data Action fetches the current participant state via GET /api/v2/conversations/voice/{conversationId}/participants/{participantId} and includes all existing attributes in the PUT body.

  • Shallow merge behavior
  • Full resource retrieval before update
  • routing:participant:write scope verification