Web Messaging SDK: Passing CRM ID via startChat() attributes

NICE CXone API & Integrations
1

Struggling to figure out why the custom attributes passed in startChat() are not populating the customerProfileId on the Genesys Cloud side. I am initializing the widget in ServiceNow and sending the SNOW ID explicitly.

webMessaging.startChat({
 customerProfileId: 'INC0012345',
 customAttributes: { 'snow_id': 'INC0012345' }
});
  • SDK Version: 1.2.4
  • Environment: Production
  • Issue: customerProfileId is null in the conversation start event webhook

Am I missing a configuration flag to allow custom profile IDs?

2

This looks like a mapping mismatch. Cause: customerProfileId isn’t a standard web messaging attribute. Solution: Use customAttributes only. In Studio, map the incoming snow_id to your CRM ID variable.

webMessaging.startChat({
 customAttributes: { 'snow_id': 'INC0012345' }
});