Genesys Cloud - Main

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

If you want to pass data elements captured in an architect flow to the agent script - first declare them as input variable in the script

I hope this is what you are after.

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Richard,

I understand your suggestion to send the captured details to the agent through Screen Pop. However, I'm unable to capture the details entered in the pre-chat form within the inbound message flow. Is there a way to achieve this? I can see these values reflected in the interaction report under Participant Data.

If you want to pass data elements captured in an architect flow to the agent script - first declare them as input variable in the script

I hope this is what you are after.

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

#ArchitectandDesign
#DigitalChannels

------------------------------
Tibin Thomas
------------------------------

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Tibin, 

Within your architect flow you must use the Get Participant blocks, if the names are as above the this is what it would look like.

The key part is ensuring the "Attribute Name" matches exactly the format that is being passed into Genesys, you can then store the underlying information in a variable name of your choice and utilise this elsewhere within the flow. 

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Josh,

Thanks for sharing  it looks like the screenshot is from the Digital Bot Flow, so Tibin would likely need to implement this there rather than in the inbound message flow, from what I understand.

Hi Tibin, 

Within your architect flow you must use the Get Participant blocks, if the names are as above the this is what it would look like.

The key part is ensuring the "Attribute Name" matches exactly the format that is being passed into Genesys, you can then store the underlying information in a variable name of your choice and utilise this elsewhere within the flow. 

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Phaneendra, 

This screenshot is actually from the Inbound Message Flow and not the Digital Bot Flow, Tibin could implement this in either flow (providing there is a Digital Bot Flow in the architecture which may not be the case).

The key part is waiting for the information to become available, this could be via a Wait block and if needed forming a Loop to evaluate if this information has or hasn't been captured before continuing on the journey.

------------------------------
Josh Coyle
Senior Professional Services Consultant

Original Message:
Sent: 03-18-2026 08:44
From: Phaneendra Avatapalli
Subject: Capture the values entered through forms in web messaging within the inbound message flow

Hi Josh,

Thanks for sharing  it looks like the screenshot is from the Digital Bot Flow, so Tibin would likely need to implement this there rather than in the inbound message flow, from what I understand.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-18-2026 08:24
From: Josh Coyle
Subject: Capture the values entered through forms in web messaging within the inbound message flow

Hi Tibin, 

Within your architect flow you must use the Get Participant blocks, if the names are as above the this is what it would look like.

The key part is ensuring the "Attribute Name" matches exactly the format that is being passed into Genesys, you can then store the underlying information in a variable name of your choice and utilise this elsewhere within the flow. 

------------------------------
Josh Coyle
Senior Professional Services Consultant

Original Message:
Sent: 03-18-2026 08:15
From: Tibin Thomas
Subject: Capture the values entered through forms in web messaging within the inbound message flow

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

------------------------------
Tibin Thomas

Original Message:
Sent: 03-18-2026 07:52
From: Josh Coyle
Subject: Capture the values entered through forms in web messaging within the inbound message flow

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

------------------------------
Josh Coyle
Senior Professional Services Consultant

Original Message:
Sent: 03-18-2026 02:49
From: Tibin Thomas
Subject: Capture the values entered through forms in web messaging within the inbound message flow

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

#ArchitectandDesign
#DigitalChannels

------------------------------
Tibin Thomas
------------------------------

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi Tibin,

It looks like your setup is correct - based on your initial post, you're using the right variables (e.g. state.fullname/state.email), and since you can see the values in Interaction Details, the keys and data are being set properly.

From my understanding, the issue here is likely related to timing rather than configuration.

The inbound message flow runs at the very start of the interaction, whereas the custom attributes you're setting (via Database.set) are written after the conversation begins. By the time those values are available, the inbound flow has already executed, which is why Get Participant Data isn't returning anything at that stage.

That's why handling this in the Digital Bot Flow tends to work more reliably, as it runs after the data has been captured.

Hope this helps and keen to hear if others in the community have approached this differently

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Thanks for sharing Phaneendra, the timing point is a good one. 

Just to build on that, the reason for focusing on Get Participant Data is that it is still the correct mechanism to read those values once they exist as participant data. So the approach itself is more about when they are trying to be accessed.

In this case, if the custom attributes are only being written after the conversation starts, then the inbound message flow is probably executing too early to pick them up..

So practically it becomes:
• Use Get Participant Data > correct method
• But use it in a flow stage where the data is already available (e.g. bot flow, later in the inbound message flow or later in the interaction)

Hi Tibin,

It looks like your setup is correct - based on your initial post, you're using the right variables (e.g. state.fullname/state.email), and since you can see the values in Interaction Details, the keys and data are being set properly.

From my understanding, the issue here is likely related to timing rather than configuration.

The inbound message flow runs at the very start of the interaction, whereas the custom attributes you're setting (via Database.set) are written after the conversation begins. By the time those values are available, the inbound flow has already executed, which is why Get Participant Data isn't returning anything at that stage.

That's why handling this in the Digital Bot Flow tends to work more reliably, as it runs after the data has been captured.

Hope this helps and keen to hear if others in the community have approached this differently

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Thanks for sharing Phaneendra, the timing point is a good one. 

Just to build on that, the reason for focusing on Get Participant Data is that it is still the correct mechanism to read those values once they exist as participant data. So the approach itself is more about when they are trying to be accessed.

In this case, if the custom attributes are only being written after the conversation starts, then the inbound message flow is probably executing too early to pick them up..

So practically it becomes:
• Use Get Participant Data > correct method
• But use it in a flow stage where the data is already available (e.g. bot flow, later in the inbound message flow or later in the interaction)

Hi Tibin,

It looks like your setup is correct - based on your initial post, you're using the right variables (e.g. state.fullname/state.email), and since you can see the values in Interaction Details, the keys and data are being set properly.

From my understanding, the issue here is likely related to timing rather than configuration.

The inbound message flow runs at the very start of the interaction, whereas the custom attributes you're setting (via Database.set) are written after the conversation begins. By the time those values are available, the inbound flow has already executed, which is why Get Participant Data isn't returning anything at that stage.

That's why handling this in the Digital Bot Flow tends to work more reliably, as it runs after the data has been captured.

Hope this helps and keen to hear if others in the community have approached this differently

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Thanks Josh and Phaneendra for your valuable inputs. Now i'm able to capture the value with Get Participant Data node.

Best Regards,

Thanks for sharing Phaneendra, the timing point is a good one. 

Just to build on that, the reason for focusing on Get Participant Data is that it is still the correct mechanism to read those values once they exist as participant data. So the approach itself is more about when they are trying to be accessed.

In this case, if the custom attributes are only being written after the conversation starts, then the inbound message flow is probably executing too early to pick them up..

So practically it becomes:
• Use Get Participant Data > correct method
• But use it in a flow stage where the data is already available (e.g. bot flow, later in the inbound message flow or later in the interaction)

Hi Tibin,

It looks like your setup is correct - based on your initial post, you're using the right variables (e.g. state.fullname/state.email), and since you can see the values in Interaction Details, the keys and data are being set properly.

From my understanding, the issue here is likely related to timing rather than configuration.

The inbound message flow runs at the very start of the interaction, whereas the custom attributes you're setting (via Database.set) are written after the conversation begins. By the time those values are available, the inbound flow has already executed, which is why Get Participant Data isn't returning anything at that stage.

That's why handling this in the Digital Bot Flow tends to work more reliably, as it runs after the data has been captured.

Hope this helps and keen to hear if others in the community have approached this differently

Hi Josh & Hi Phaneendra,

Thanks for your valuable feedback.

I'm passing the form values in custom attributes and i can see that in interaction report also. But how i can capture it in Get Participant Data ? what is the 'variable to assign' in Get Participant Data ?

 // Collect form values
    const fullName = document.getElementById('fullName').value.trim();
    const email      = document.getElementById('email').value.trim();
    const question    = document.getElementById('question').value.trim();

    Genesys("command", "Database.set", {
      messaging: {
        customAttributes: {
          fullName:  fullName,
          email:      email,
          question:    question
        }
      }
    },

Best Regards,

Hi Tibin,

If you're trying to read the form fields directly in the inbound flow, that may not work.

Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

So the better approach is:

• if the form values are collected on the website, pass them in as custom attributes / participant data
• then use Get Participant Data in the flow
  • or capture them in a bot flow (@Phaneendra Avatapalli has mentioned) variable first,
• then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?

Hi @Tibin Thomas,

Did you try changing the variables from State.fullname/State.email to Flow.fullname/Flow.email ?

Regards

I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?