Hey folks,
Running into a bit of a wall trying to push dynamic data back into a live voice conversation. We’ve got a Python backend service that’s listening for event bridge notifications. When a call hits our IVR, we do a quick lookup against our internal CRM to grab the customer’s loyalty tier and open ticket count. The goal is to attach this info to the participant object so the downstream routing rules in Architect can actually see it and route accordingly.
The problem is the API seems to ignore my updates or just reject them silently. I’m hitting PUT /api/v2/conversations/voice/{conversationId}/participants/{participantId} with the updated attributes in the JSON body. The request returns a 200 OK, but when I check the conversation object a few seconds later, the attributes are gone or unchanged. It’s like the update never stuck.
Here’s the payload I’m sending:
{
"attributes": {
"crm_loyalty_tier": "platinum",
"open_tickets": "3"
},
"state": "connected"
}
I’ve tried including the state field to make sure I’m not locking it out, but that didn’t help. I’m using the Genesys Cloud Python SDK v2. Is there a specific flag I need to set on the participant to make these attributes persistent? Or maybe I’m hitting this endpoint at the wrong time in the call lifecycle? The docs are pretty sparse on exactly when you can write to these fields during an active session. Any pointers would be appreciated.
Also, I noticed if I try to update it right after the conversation:participant:updated event fires, it works sometimes, but it’s totally inconsistent. Feels like a race condition, but I’ve added sleeps and retries with no luck. Just want to know if this is even supported the way I’m thinking.