Quick question on the correct way to push data back to Genesys Cloud during an active voice interaction. I’m building a custom agent desktop app using the Embeddable Client App SDK. When a call connects, I need to read participant attributes from our internal CRM and write specific values back into the Genesys participant object so they show up in the screen pop and analytics later.
I’m trying to use the PATCH /api/v2/conversations/voice/{conversationId} endpoint. The idea is to update the participants array with the new attributes. Here is the payload structure I’m sending:
{
"participants": [
{
"externalContact": {
"id": "ext-123",
"name": "John Doe"
},
"attributes": {
"crm_id": "CRM-998877",
"tier": "premium"
}
}
]
}
The call returns a 409 Conflict with the error code CONFLICTING_UPDATE. The error message says The update conflicts with a more recent update. I’ve tried adding the If-Match header with the ETag from the initial GET request, but it still fails. It seems like the server state changes too fast during a live call for optimistic locking to work reliably.
Is there a different endpoint I should be using for attribute updates on live conversations? Or is there a pattern for handling these conflicts in the SDK? I’ve seen mentions of using the conversation.participant.update event, but that feels like a push notification rather than a write operation.
I need this to happen within the first 5 seconds of the call connecting. Any pointers on the right approach?