Genesys Cloud - Main

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

I can see no reason why it should not be possible to call the same data action twice within the same function.  I can certainly call the same data action twice within a single function, and can also update the external tag via the API multiple times.

Can you supply some more details of exactly what you are trying to do and what is not working - maybe it will shed some more light on the issue.

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

Hi Kaio, I've been very conscious of that and made sure that both external tags together don't exceed 32 characters, even though that shouldn't be an issue.

It writes the first tag without issue, I just haven't got to to write a second at the same time.

Thanks for the sense check though.

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

In Genesys Cloud - you only have one external tag - called "External Tag" - you can set it multiple times - but there is only one.  

If you need to store 2 distinct values in the external tag - then you will need to combine them into a delimited string and set them in one call.

Weirdly the API - says update tagS (plural) - and allows you to specify multiple values - and does not generate an error

Hi Kaio, I've been very conscious of that and made sure that both external tags together don't exceed 32 characters, even though that shouldn't be an issue.

It writes the first tag without issue, I just haven't got to to write a second at the same time.

Thanks for the sense check though.

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

Ah, that explains my misunderstanding then. I presumed there was scope for multiple tags per interaction. I'll rethink my designs.

Thank you very much for taking the time to confirm this.

In Genesys Cloud - you only have one external tag - called "External Tag" - you can set it multiple times - but there is only one.  

If you need to store 2 distinct values in the external tag - then you will need to combine them into a delimited string and set them in one call.

Weirdly the API - says update tagS (plural) - and allows you to specify multiple values - and does not generate an error

Hi Kaio, I've been very conscious of that and made sure that both external tags together don't exceed 32 characters, even though that shouldn't be an issue.

It writes the first tag without issue, I just haven't got to to write a second at the same time.

Thanks for the sense check though.

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

Phew - glad we got to the bottom of this!  

You can set additional values in participant data, or you can combine them into external tag as ABC|123|XYZ - but its all a single 32 char string.

It is designed to store an external unique ID - ie salesforce identity etc - so that anyone viewing the interaction detail can quickly find that value and use to lookup the customer in the external system.

If you need to store lots of different information against that individual interaction - you can always use external tag to store the unique ID - and write the other information to and external source (or GC data table) - and have the external tag as the key on that record.

(Yes does open issues around clearing the data table / II storage etc)

Ah, that explains my misunderstanding then. I presumed there was scope for multiple tags per interaction. I'll rethink my designs.

Thank you very much for taking the time to confirm this.

In Genesys Cloud - you only have one external tag - called "External Tag" - you can set it multiple times - but there is only one.  

If you need to store 2 distinct values in the external tag - then you will need to combine them into a delimited string and set them in one call.

Weirdly the API - says update tagS (plural) - and allows you to specify multiple values - and does not generate an error

Hi Kaio, I've been very conscious of that and made sure that both external tags together don't exceed 32 characters, even though that shouldn't be an issue.

It writes the first tag without issue, I just haven't got to to write a second at the same time.

Thanks for the sense check though.

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

Yeah I've played with the Participant Data field a few times, although largely for testing purposes. I was hoping for a field we could filter against, and another to store ticket ID from another system, to make searching easier. But not to worry, I'll rethink what I'm trying to create.

Thank you again for your help, it's very much appreciated.

Phew - glad we got to the bottom of this!  

You can set additional values in participant data, or you can combine them into external tag as ABC|123|XYZ - but its all a single 32 char string.

It is designed to store an external unique ID - ie salesforce identity etc - so that anyone viewing the interaction detail can quickly find that value and use to lookup the customer in the external system.

If you need to store lots of different information against that individual interaction - you can always use external tag to store the unique ID - and write the other information to and external source (or GC data table) - and have the external tag as the key on that record.

(Yes does open issues around clearing the data table / II storage etc)

Ah, that explains my misunderstanding then. I presumed there was scope for multiple tags per interaction. I'll rethink my designs.

Thank you very much for taking the time to confirm this.

In Genesys Cloud - you only have one external tag - called "External Tag" - you can set it multiple times - but there is only one.  

If you need to store 2 distinct values in the external tag - then you will need to combine them into a delimited string and set them in one call.

Weirdly the API - says update tagS (plural) - and allows you to specify multiple values - and does not generate an error

Hi Kaio, I've been very conscious of that and made sure that both external tags together don't exceed 32 characters, even though that shouldn't be an issue.

It writes the first tag without issue, I just haven't got to to write a second at the same time.

Thanks for the sense check though.

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

Hi Perrin,

I'm not sure if this helps you, as it's a new feature and I believe still under development, but you might want to take a look at "Conversation Attributes".
The first part of this feature was released last month, and it allows us to create a customized Schema to add data to conversations.

So instead of only having a "ExternalTag" field, you could have "Attribute 1", "Attribute 2", Attribute 3", etc.

The problem is, currently there are no native reportings that include those fields (unlike the External Tag), so it might not be helpful for you at the moment.

But as far as I remember, Genesys intends to expand on this feature and eventually we should have reportings that will show this information (and maybe be filtereable as well, not sure).

Anyway, if you want to take a look at the feature, here are some links:

CA Schema Management APIs

Conversation Attribute APIs

Conversation Attribute Search

Genesys Cloud – Conversation Attribute Schema Management interface - Genesys Cloud Resource Center

------------------------------
Marcello Jabur

Original Message:
Sent: 03-25-2026 05:01
From: Perrin Bolden
Subject: Setting an External Tag from a Script

Yeah I've played with the Participant Data field a few times, although largely for testing purposes. I was hoping for a field we could filter against, and another to store ticket ID from another system, to make searching easier. But not to worry, I'll rethink what I'm trying to create.

Thank you again for your help, it's very much appreciated.

Original Message:
Sent: 03-25-2026 04:46
From: Richard Robinson
Subject: Setting an External Tag from a Script

Phew - glad we got to the bottom of this!  

You can set additional values in participant data, or you can combine them into external tag as ABC|123|XYZ - but its all a single 32 char string.

It is designed to store an external unique ID - ie salesforce identity etc - so that anyone viewing the interaction detail can quickly find that value and use to lookup the customer in the external system.

If you need to store lots of different information against that individual interaction - you can always use external tag to store the unique ID - and write the other information to and external source (or GC data table) - and have the external tag as the key on that record.

(Yes does open issues around clearing the data table / II storage etc)

------------------------------
Richard Robinson
Senior Technical Account Manager

Original Message:
Sent: 03-25-2026 04:39
From: Perrin Bolden
Subject: Setting an External Tag from a Script

Ah, that explains my misunderstanding then. I presumed there was scope for multiple tags per interaction. I'll rethink my designs.

Thank you very much for taking the time to confirm this.

Original Message:
Sent: 03-25-2026 04:34
From: Richard Robinson
Subject: Setting an External Tag from a Script

In Genesys Cloud - you only have one external tag - called "External Tag" - you can set it multiple times - but there is only one.  

If you need to store 2 distinct values in the external tag - then you will need to combine them into a delimited string and set them in one call.

Weirdly the API - says update tagS (plural) - and allows you to specify multiple values - and does not generate an error

------------------------------
Richard Robinson
Senior Technical Account Manager

Original Message:
Sent: 03-25-2026 02:59
From: Perrin Bolden
Subject: Setting an External Tag from a Script

Hi Kaio, I've been very conscious of that and made sure that both external tags together don't exceed 32 characters, even though that shouldn't be an issue.

It writes the first tag without issue, I just haven't got to to write a second at the same time.

Thanks for the sense check though.

Original Message:
Sent: 03-24-2026 18:06
From: Kaio Oliveira
Subject: Setting an External Tag from a Script

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 03-24-2026 11:47
From: Perrin Bolden
Subject: Setting an External Tag from a Script

I've figured out how to use a variable to capture input and set it as the external tag on an interaction, via a data action, within a script.

I seem to be slightly stumped on the next step, of setting the same action in the script (clicking a submit button) to create an additional external tag, with fixed text.

I presumed this was just adding an additional data action on the action, and then setting the "externalTag" field to a specific message, but it isn't saving. Is it possible to set multiple external tags on a single interaction? And if so, what am I missing to set fixed text in that field?

#ArchitectandDesign

-------------------------------------------