Just noticed that passing a custom crmId via the startChat() method in the Genesys Cloud Web Messaging SDK seems to silently drop the value before it hits the platform. I am building a custom integration where we need to correlate inbound web chats with our internal CRM records immediately upon session creation.
According to the documentation:
“You can pass additional data to the chat session by providing an object to the startChat method. This data is available in the conversation metadata.”
I have implemented this in my frontend React app using the latest SDK version. Here is the relevant snippet:
const gcSession = new GenesysCloudWebMessagingSession({
orgId: 'my-org-id',
region: 'au',
gatewayUrl: 'https://gateway.prod.au.genesyscloud.com',
clientId: 'my-client-id',
});
gcSession.startChat({
name: 'Test User',
email: '[email protected]',
crmId: 'CRM-12345', // This is the identifier I need
customAttributes: {
source: 'website',
priority: 'high'
}
}).then((chatSession) => {
console.log('Chat started', chatSession);
});
The chat initiates successfully, and I can see the conversation in the Genesys Cloud admin UI. However, when I fetch the conversation details via the API endpoint GET /api/v2/conversations/messaging/{conversationId}, the participants array does not contain the crmId. The customAttributes are present, but the specific CRM identifier is missing from the participant data structure.
I have verified that the payload is being sent correctly by inspecting the network tab; the initial POST to the gateway includes the crmId. It appears the SDK or the gateway is stripping or ignoring this field during the handshake.
Has anyone successfully passed a persistent CRM identifier through startChat() that survives into the final conversation object? Or is there a specific field name I should be using instead of crmId? I am currently in Sydney, so timezone differences might be affecting my log checks, but the data seems absent regardless of when I query it.