Set Participant Data failing to persist custom IVR variables in Genesys Cloud

Architect & Flows
1

So I’m seeing a very odd bug with the Set Participant Data action in Architect. I’m injecting a JSON payload into the action to pass caseId and priority through the IVR flow, but subsequent Data Actions return null for these keys. Here is the payload I’m sending: {"caseId": "INC12345", "priority": "high"}. The action logs show a success status, but the data never sticks. Am I missing a specific scope setting or is this a known limitation with IVR participant context?

2

This is caused by participant data scope limitations in IVR.

subsequent Data Actions return null for these keys.

IVR participants don’t persist custom JSON like agents do.

  1. Use Flow Data instead of Participant Data for IVR logic.
  2. If CRM sync is needed, trigger a REST API call from the IVR block to push data to your backend.