The dashboard team needs to push our internal CRM customer ID directly into the Web Messaging SDK when a guest initiates contact, but the startChat() payload isn’t routing the data to the custom attributes field. We’ve been testing with a standard configuration object in our frontend wrapper, yet the conversation logs show a blank cust_id value every time. Here is the exact snippet we are feeding into the initialization call: genesys.cloud.messenger.startChat({ customAttributes: { cust_id: ‘CRM-8842’, queue: ‘Support-PST’ }, language: ‘en-US’ }). The token generation works fine on our side, and the WebSocket handshake completes without errors, but the attribute mapping drops the value before it hits the routing engine.
We get a successful 200 OK from the guest API endpoint, but the Architect flow downstream receives null for that attribute. The documentation indicates the payload structure is standard, so we’re likely missing a request flag or misaligning with the current API version. It’s puzzling given the token generation works perfectly. Anyone know the correct syntax to attach that identifier so it actually survives the handoff? The queue metrics are completely off without it.