1018 - Set Participant values to Genesys Conversation

Category Core Specific

Description Indicates whether the system populates SmartApps authentication and member context attributes onto the Genesys Cloud conversation participant record after an IVR or agent authentication event. When enabled, SmartApps writes member and authentication metadata to the conversation for downstream routing, reporting, and agent visibility.

Purpose Allows Genesys Cloud conversations to carry verified member identity and risk context from SmartApps/Keystone Core authentication, improving agent awareness, transfer handling, and fraud monitoring.

Valid Values

• T (True) SmartApps sets participant values on the Genesys Cloud conversation, including authentication and member attributes.
• F (False) Participant values are not written to the Genesys Cloud conversation.

Default Value F

Notes/Dependencies

• Applies to Keystone Core environments integrated with Genesys Cloud.
• When enabled and a member is authenticated in IVR or by an agent, the following participant attributes are set on the Genesys Cloud conversation:
  • SmartApps Member Name
  • SmartApps Last TransferPoint
  • SmartApps Last Authentication Status (Authenticated, Failed Authentication, Manual Authentication)
  • SmartApps Member Type (Primary or Joint)
  • SmartApps Suspicious Flag (True or False)
  • SmartApps Suspicious Notes (agent-entered suspicious interaction notes)
• Requires active SmartApps authentication flows and Genesys Cloud participant data configuration

• Impacts:

  • Agent context visibility

  • Workflow logic

  • Authentication tracking within Genesys

  • Fraud and suspicious interaction handling