Context:
We are in the middle of a migration from Zendesk to Genesys Cloud. In our Zendesk setup, agents always had the ticket ID visible immediately when a call came in because it was passed via the CTI adapter. We are trying to replicate this in Genesys Cloud Architect.
We are using Architect to route calls. The goal is to capture the caller’s phone number, look up the associated Zendesk ticket (via a webhook or external integration), and then display that Ticket ID on the agent’s screen pop or in the interaction data.
I have tried adding a “Set Variable” node in Architect to store the ticket ID returned from our webhook. However, the variable does not seem to persist when the call is transferred to the agent. The agent sees the call, but the custom attribute with the Ticket ID is empty. I am using the latest version of the Architect flow editor. My timezone is Europe/Paris, so I am testing during our business hours.
Question:
What is the correct way to pass a custom attribute like a Zendesk Ticket ID from an Architect flow to the agent’s desktop? Is there a specific node or configuration I am missing? In Zendesk, this was just a simple field update. In Genesys Cloud, it feels like the data is getting lost in the routing process. Any advice on how to ensure this data sticks would be great.