Web Messaging SDK 5.6 fails to map Zendesk ticket tags to GC custom attributes

So I’m seeing a very odd bug with our digital channel migration from Zendesk to Genesys Cloud. We are trying to preserve the legacy tagging system for our French support team. In Zendesk, tags were just metadata that flowed everywhere. In Genesys, we need explicit data actions in Architect.

We updated the Web Messaging SDK to version 5.6 and added a custom attribute legacy_tag in the flow. The issue is that when the message arrives, the attribute is null. The Architect flow shows “Data Action: Set Custom Attribute” failed with error 400 Bad Request because the source field event.data.tags is undefined.

I checked the API response from the widget and the tags are definitely there in the JSON payload. Is there a specific permission needed in the Admin portal to allow custom attributes from the web widget? Or does the SDK handle this differently than the standard IVR data actions? We are behind a BYOC edge in Europe, so latency isn’t the issue, but the data mapping is completely broken. Any tips on debugging the widget payload before it hits the flow?

The documentation actually says custom attributes require explicit mapping in the Web Messaging configuration. This often gets overlooked when migrating from Zendesk tag systems.

You might need to adjust the data actions in Architect to capture the incoming payload correctly. Check if the SDK is sending the data in the expected format.

Consider using a temporary log step to verify the attribute population. This helps isolate whether the issue is in the SDK or the flow logic.

I’d recommend looking at at the payload structure before the flow processes it. Custom attributes from the SDK often arrive nested under interactionAttributes rather than the root level. If the data action expects a flat key, it will fail silently. Verify the JSON path in your data action configuration.