Custom fields
If your Genesys routing or Architect flows rely on context from the Ada conversation — such as an account number, language, or issue type — that context can be passed to Genesys as custom attributes on each handoff. This is optional and only needed when your Inbound Message flow requires extra conversation data.
How custom attributes are passed
Custom attributes reach Genesys in one of two ways, and both end up as entries in channel.metadata.customAttributes on the Open Messaging conversation, retrievable in the Architect flow via the Get Participant Data action.
custom_attributesfield — a catch-all JSON object set directly on the Genesys block. Best when the set of attributes varies per conversation or is dynamic.- Named custom fields — labeled inputs added to the block by your Ada team. Best when the same attribute is sent on every handoff and you want a labeled input to map a variable into.
If the same key is provided both ways, the named custom field value takes precedence.
Request named custom fields
To add named custom fields, identify the custom attributes your Architect flow expects, then share them with your Ada team to configure.
To request custom fields:
- Determine the custom-attribute keys your Inbound Message flow expects — the names used in the Get Participant Data action inside your Architect flow.
- For each field, note the key, a display name, and the conversation variable that should populate it.
- Share the list with your Ada representative.
Your Ada team will add the requested custom fields to the Genesys block and deploy the update. Once deployed, the new fields appear as optional inputs on the block, labeled with the display name you provided.
You can request additional custom fields at any time by repeating these steps.
Map a custom field in the handoff
After your Ada team confirms the deploy is complete, return to the Genesys block in your handoff answer to populate each new field.
To map a custom field:
- Locate the new custom field, which appears as an optional input on the block labeled with its display name.
- Map an AI Agent variable into the field — either a built-in variable such as
@oauth/emailor a variable you collected earlier in the conversation. The mapped value is sent to Genesys as a custom attribute on the Open Messaging conversation, retrievable in the Architect flow via the Get Participant Data action.