Passing CRM ID via Web Messaging SDK startChat not persisting to Genesys

NICE CXone API & Integrations
1

Hey folks,

I’m trying to pass a CRM customer ID through the Web Messaging SDK startChat method so it shows up in the Genesys Cloud admin view. I’ve got the snippet below, but the ID never makes it to the conversation metadata.

genesysCloudMessaging.startChat({
 externalId: "crm_user_12345",
 attributes: {
 crmId: "crm_user_12345"
 }
});

The chat initiates fine. I can see the message in the UI. But when I check the conversation via the /api/v2/conversations/messaging/conversations/{id} endpoint, the externalId field is null. The attributes object is also empty.

I’ve verified the webchat configuration in Genesys allows custom attributes. Is there a specific config flag I need to enable on the deployment side? Or is the SDK ignoring these fields by default?

Thanks for any pointers.