Genesys Cloud - Main

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Hello Christy,

From what I understand, your Data Action is probably configured with the following body, correct?

{
  "requestType": "PATCH",
  "requestTemplate": "{\n  \"attributes\": {\n    \"${input.key}\": \"${input.value}\"\n  }\n}",
  "requestUrlTemplate": "/api/v2/conversations/emails/${input.conversationId}/participants/${input.participantId}/attributes",
  "headers": {}
}

When you enable browser debugging, you can check whether it was executed successfully. In your case, do you see any error during execution? (The name usually appears as "execute?flatten=true").

Also, is the Blind Transfer working on your end? In my tests, I had to use the queue name, since using the queue ID resulted in an error.

In the flow itself, I don't see any apparent issue, which is why I'm wondering if the API call is actually being executed to add the participant.

Another point worth checking is whether the target queue is correctly linked to this In-Queue Flow.

------------------------------
Elisson Fernandes

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

This will be tough.  Transferring from one agent to another through a queue transfer does not allow reskilling of the email when it enters the queue.  You will need to set the SKILL attribute BEFORE you transfer it to the queue.  You can do this with PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}/attributes and setting this attribute  requestedRoutingSkillIds": [ "a2d816f6-7816-485b-8fec-21f8499dde2a" to the skill or skills you need: I believe that should be able to be done in a button in the script with a custom action calling a data action that updates that skill attribute and then could transfer to the queue.  Let me know if you have questions.  

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Thanks Robert, Intriguing suggestion! I have not used requestedRoutingSkillId, so I am not actually sure how to configure. 

Update the Script and Data Action like the below screenshot and then somehow retrieve in the In Queue Flow? Sorry to burden with extra questions.

This will be tough.  Transferring from one agent to another through a queue transfer does not allow reskilling of the email when it enters the queue.  You will need to set the SKILL attribute BEFORE you transfer it to the queue.  You can do this with PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}/attributes and setting this attribute  requestedRoutingSkillIds": [ "a2d816f6-7816-485b-8fec-21f8499dde2a" to the skill or skills you need: I believe that should be able to be done in a button in the script with a custom action calling a data action that updates that skill attribute and then could transfer to the queue.  Let me know if you have questions.  

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Yes, you will need to create a data action for this and incorporate it into the script custom action like you have here.  Let me know if you need a sample data action to import.

Thanks Robert, Intriguing suggestion! I have not used requestedRoutingSkillId, so I am not actually sure how to configure. 

Update the Script and Data Action like the below screenshot and then somehow retrieve in the In Queue Flow? Sorry to burden with extra questions.

This will be tough.  Transferring from one agent to another through a queue transfer does not allow reskilling of the email when it enters the queue.  You will need to set the SKILL attribute BEFORE you transfer it to the queue.  You can do this with PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}/attributes and setting this attribute  requestedRoutingSkillIds": [ "a2d816f6-7816-485b-8fec-21f8499dde2a" to the skill or skills you need: I believe that should be able to be done in a button in the script with a custom action calling a data action that updates that skill attribute and then could transfer to the queue.  Let me know if you have questions.  

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

This will be tough.  Transferring from one agent to another through a queue transfer does not allow reskilling of the email when it enters the queue.  You will need to set the SKILL attribute BEFORE you transfer it to the queue.  You can do this with PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}/attributes and setting this attribute  requestedRoutingSkillIds": [ "a2d816f6-7816-485b-8fec-21f8499dde2a" to the skill or skills you need: I believe that should be able to be done in a button in the script with a custom action calling a data action that updates that skill attribute and then could transfer to the queue.  Let me know if you have questions.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 13:29
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Robert,

I've tried a few tests with your recommended PATCH to update the attribute requestedRoutingSkillIds, and while I can confirm that the attribute is added to the specified participant, the Skill field itself is not updated, and the Attribute has no effect on the routing.  Is there something I'm missing in this scenario?

I've been researching consolidating several of our Queues into a single Queue, using Skills for routing.  While there are methods to handle transfers of live callers (a DID pointing to a Flow that updates the Skills as required) there is not currently a similar path for Emails (the transfer to Flow is a potential future update, but not available at this time.  There is no email equivalent to an internal DID)

One solution would be to leave the old queues intact, and use an In-Queue flow to assign the Skill, and then transfer it back to the main Queue, but that feels like a clumsy solution, and I am trying to avoid using a collection of otherwise-do-nothing queues.  The whole point of this exercise is to reduce the number of queues in the system.

(edit: after posting this, I checked our Org settings and Strip Skills on Blind Transfer is enabled - - I will need to test again after normal business hours.)

Any further insight or suggestions would be appreciated.

------------------------------
Peter DeMarco
na

Original Message:
Sent: 10-13-2025 14:14
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

This will be tough.  Transferring from one agent to another through a queue transfer does not allow reskilling of the email when it enters the queue.  You will need to set the SKILL attribute BEFORE you transfer it to the queue.  You can do this with PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}/attributes and setting this attribute  requestedRoutingSkillIds": [ "a2d816f6-7816-485b-8fec-21f8499dde2a" to the skill or skills you need: I believe that should be able to be done in a button in the script with a custom action calling a data action that updates that skill attribute and then could transfer to the queue.  Let me know if you have questions.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 13:29
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Do you have Strip Skills on Transfer enabled?  For what you are doing, it needs to be disabled, but you need to ensure agents in other queues have skills from the original call or that all skills are going through a flow to change them. 

Robert,

I've tried a few tests with your recommended PATCH to update the attribute requestedRoutingSkillIds, and while I can confirm that the attribute is added to the specified participant, the Skill field itself is not updated, and the Attribute has no effect on the routing.  Is there something I'm missing in this scenario?

I've been researching consolidating several of our Queues into a single Queue, using Skills for routing.  While there are methods to handle transfers of live callers (a DID pointing to a Flow that updates the Skills as required) there is not currently a similar path for Emails (the transfer to Flow is a potential future update, but not available at this time.  There is no email equivalent to an internal DID)

One solution would be to leave the old queues intact, and use an In-Queue flow to assign the Skill, and then transfer it back to the main Queue, but that feels like a clumsy solution, and I am trying to avoid using a collection of otherwise-do-nothing queues.  The whole point of this exercise is to reduce the number of queues in the system.

(edit: after posting this, I checked our Org settings and Strip Skills on Blind Transfer is enabled - - I will need to test again after normal business hours.)

Any further insight or suggestions would be appreciated.

------------------------------
Peter DeMarco
na

Original Message:
Sent: 10-13-2025 14:14
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

This will be tough.  Transferring from one agent to another through a queue transfer does not allow reskilling of the email when it enters the queue.  You will need to set the SKILL attribute BEFORE you transfer it to the queue.  You can do this with PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}/attributes and setting this attribute  requestedRoutingSkillIds": [ "a2d816f6-7816-485b-8fec-21f8499dde2a" to the skill or skills you need: I believe that should be able to be done in a button in the script with a custom action calling a data action that updates that skill attribute and then could transfer to the queue.  Let me know if you have questions.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 13:29
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Christy,

Do you have "Flow Execution History" enabled in your organization? If so, it allows you to verify whether the queue flow you created was actually executed.

Regarding the skill, you can use the "Set Skills" action in the flow to assign it, just keep in mind that the queue must be configured to use skills, otherwise the assignment won't take effect.

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Elisson, How are you transferring to an Email flow?

Christy,

Do you have "Flow Execution History" enabled in your organization? If so, it allows you to verify whether the queue flow you created was actually executed.

Regarding the skill, you can use the "Set Skills" action in the flow to assign it, just keep in mind that the queue must be configured to use skills, otherwise the assignment won't take effect.

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Hello Robert,

In this case, I created an In-Queue Flow similar to his and then linked it to the queue configuration. The flow looks as follows:

In the Script, I also followed the same approach, I created a button that, when clicked, triggers the action to add the attribute and then transfers the interaction to the queue.

Elisson, How are you transferring to an Email flow?

Christy,

Do you have "Flow Execution History" enabled in your organization? If so, it allows you to verify whether the queue flow you created was actually executed.

Regarding the skill, you can use the "Set Skills" action in the flow to assign it, just keep in mind that the queue must be configured to use skills, otherwise the assignment won't take effect.

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

That is an In-queue email flow.  If there are agents available, it will route before hitting this flow.  

Hello Robert,

In this case, I created an In-Queue Flow similar to his and then linked it to the queue configuration. The flow looks as follows:

In the Script, I also followed the same approach, I created a button that, when clicked, triggers the action to add the attribute and then transfers the interaction to the queue.

Elisson, How are you transferring to an Email flow?

Christy,

Do you have "Flow Execution History" enabled in your organization? If so, it allows you to verify whether the queue flow you created was actually executed.

Regarding the skill, you can use the "Set Skills" action in the flow to assign it, just keep in mind that the queue must be configured to use skills, otherwise the assignment won't take effect.

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

Robert,

I understand your point, and indeed I hadn't realized that the issue isn't with the "Get Participant" itself, but rather that the flow doesn't have enough time to execute when an agent is available.

Christy,
in this case, one possible approach would be to use a queue flow as a kind of transfer matrix.
You don't need to create multiple queues, a single dedicated queue for this function would be enough.

Example:
In the inbound email flow, you can add the queue name as a participant attribute (or retrieve it within the matrix flow).
The interaction enters the queue and the agent handles it normally. If escalation is needed, instead of performing a Blind Transfer directly to the same queue, the button you created would first route the interaction to this transfer matrix queue.

Inside this queue, the flow would retrieve the queue and skill attributes, and based on that data, it would automatically transfer the interaction to the appropriate queue with the selected skill.

That is an In-queue email flow.  If there are agents available, it will route before hitting this flow.  

Hello Robert,

In this case, I created an In-Queue Flow similar to his and then linked it to the queue configuration. The flow looks as follows:

In the Script, I also followed the same approach, I created a button that, when clicked, triggers the action to add the attribute and then transfers the interaction to the queue.

Elisson, How are you transferring to an Email flow?

Christy,

Do you have "Flow Execution History" enabled in your organization? If so, it allows you to verify whether the queue flow you created was actually executed.

Regarding the skill, you can use the "Set Skills" action in the flow to assign it, just keep in mind that the queue must be configured to use skills, otherwise the assignment won't take effect.

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------

So, essentially, transfer to a queue that changes the skill with the in-queue flow and then transfers back to the original queue with the new skill.  Might work as long as strip skills on transfer is not turned on.

Robert,

I understand your point, and indeed I hadn't realized that the issue isn't with the "Get Participant" itself, but rather that the flow doesn't have enough time to execute when an agent is available.

Christy,
in this case, one possible approach would be to use a queue flow as a kind of transfer matrix.
You don't need to create multiple queues, a single dedicated queue for this function would be enough.

Example:
In the inbound email flow, you can add the queue name as a participant attribute (or retrieve it within the matrix flow).
The interaction enters the queue and the agent handles it normally. If escalation is needed, instead of performing a Blind Transfer directly to the same queue, the button you created would first route the interaction to this transfer matrix queue.

Inside this queue, the flow would retrieve the queue and skill attributes, and based on that data, it would automatically transfer the interaction to the appropriate queue with the selected skill.

That is an In-queue email flow.  If there are agents available, it will route before hitting this flow.  

Hello Robert,

In this case, I created an In-Queue Flow similar to his and then linked it to the queue configuration. The flow looks as follows:

In the Script, I also followed the same approach, I created a button that, when clicked, triggers the action to add the attribute and then transfers the interaction to the queue.

Elisson, How are you transferring to an Email flow?

Christy,

Do you have "Flow Execution History" enabled in your organization? If so, it allows you to verify whether the queue flow you created was actually executed.

Regarding the skill, you can use the "Set Skills" action in the flow to assign it, just keep in mind that the queue must be configured to use skills, otherwise the assignment won't take effect.

Robert, sorry for not including this earlier.  The use case is this: Team A needs to transfer an email interaction to other members within the same queue for escalation purposes. Only certain queue members will be assigned an escalation skill. I was hoping to rely on the Script to tag or update the email conversion with an attribute and to be accessible within an In Queue Email flow so that I can identify the email interaction that have been escalated by using a Get Participant Data Action. Then once identified, I can apply skill assignment and routing logic.  Likely other ways to accomplish the same outcome, was just hoping to leverage existing Queues and not add any new Queues. The screenshot does show the desired Tag being applied to the conversion after using the Script button to apply the Tag and perform the blind transfer.

------------------------------
Christy McDaniel
Marketing Manager

Original Message:
Sent: 10-13-2025 12:55
From: Robert Wakefield-Carl
Subject: How to Get a Script Attribute in In Queue Email Flow

I may be wrong, but I think that Update Data is only for the Rules Based Decisions schema.  For Attributes, you only have Set and Get.  I would get the attribute then set the attribute using Append(Flow.Tag, NewAttributeValue) if you are trying to add to an attribute.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-13-2025 10:57
From: Christy McDaniel
Subject: How to Get a Script Attribute in In Queue Email Flow

I have set a script attribute along Set Participant Attribute data action to update the conversion. Now I can not seem to get the attribute in an In Queue Email flow with the Get Participant Data Action. Likely a configuration error in the architect flow, but I am unsure.  Any additional help is greatly appreciated! 

Script Screenshot:

Screenshot of Get Participant Data Action in In Queue Email Flow:

#ArchitectandDesign

------------------------------
Christy McDaniel
Marketing Manager
------------------------------