# Data Tables

| Section | Description |
|---|---|
| Feature Area | Architect / Orchestration Assets |
| Navigation | `Admin → Architect → Data Tables` |
| Alt Navigation | `Menu → Orchestration → Orchestration Assets → Data Tables` |
| Primary Function | Store configuration data locally so Architect flows can look it up dynamically during an interaction |
| Typical Use Cases | CRM-to-queue mapping, account routing, dynamic prompt selection, large lookup sets that exceed switch statement limits |
| Key Dependency | Architect flows use the **Data Table Lookup** action to retrieve values at runtime |

Data tables allow you to store data locally so Architect can access it within an interaction. They are particularly useful for data sets larger than what a switch statement can handle, and for combining Genesys Cloud with third-party integrations — for example, mapping an account number returned by a CRM to a Genesys Cloud queue.

> **Important:** Data tables are intended for **configuration data only**. They must not contain personal information or any data that could identify a natural, living person.

---

# Study Notes

| Topic | Explanation |
|---|---|
| Data Table | A structured lookup table stored within Genesys Cloud, accessible by Architect flows |
| Reference Key | The **primary key** of the table — uniquely identifies each row. Required. Cannot be changed after a row is created. |
| Reference Key Label | A descriptive name for the reference key column (e.g., "Account Number"). Cannot include `/` or `\` |
| Custom Fields | Additional columns beyond the reference key. Up to **50 fields per table**. Cannot be deleted after the table is saved. |
| API Field ID | Auto-populated from the field label — used when loading data via API. Cannot be changed after creation. |
| Data Table Lookup Action | The Architect action used inside a flow to query a data table by reference key and map results to flow variables |
| Division | Each data table is assigned to a division for access control |
| Import/Export | Tables support CSV import (append or replace) and export |

---

# Org Limits (Exam Critical)

| Limit | Value |
|---|---|
| Maximum data tables per organization | **200** |
| Maximum rows per table | **5,000** |
| Maximum fields per table | **50** |
| Maximum characters in a reference key value | **256** |
| Maximum characters in a table name | **256** |

> To request higher limits, contact **Genesys Cloud Customer Care**.

---

# Permissions

| Action | Permission Required |
|---|---|
| View data table | `Architect > Datatable > View` |
| Add data table | `Architect > Datatable > Add` |
| Edit data table | `Architect > Datatable > Edit` |
| Delete data table | `Architect > Datatable > Delete` |
| View data table row | `Architect > Datatable Row > View` |
| Add data table row | `Architect > Datatable Row > Add` |
| Edit data table row | `Architect > Datatable Row > Edit` |
| Delete data table row | `Architect > Datatable Row > Delete` |
| All permissions shortcut | `Architect > Datatable > All` + `Architect > Datatable Row > All` |

---

# Navigation

| Task | Navigation Path |
|---|---|
| Open Data Tables | `Admin → Architect → Data Tables` |
| Alt Navigation | `Menu → Orchestration → Orchestration Assets → Data Tables` |
| Create a table | Click **Add** |
| Edit a table | Hover over row → click **Edit** |
| Delete a table | Hover over row → click **Delete** (cannot delete if table is in use by a flow) |
| View table rows | Click the table name or hover → click **View** |
| Import data | Click **Manage Imports** |
| Export data | Click **Export Data** |

---

# Configuration Fields (UI Form Fields)

## Data Tables List Page

| UI Field | Description |
|---|---|
| Name | Table name — unique, max 256 characters, no duplicates |
| Reference Key Label | Describes the primary key purpose (e.g., "Account Number") — no `/` or `\` |
| Description | Optional — helpful context about the table |
| Division | Division the table belongs to |
| Export Data | Exports table rows to CSV |
| Manage Imports | Import rows via CSV (append or replace) |
| Delete | Delete selected tables (cannot delete a table used in a flow) |
| Refresh | Reload the table list |
| Add | Create a new data table |
| View (hover) | View table rows |
| Edit (hover) | Edit table structure or rows |
| Delete (hover) | Delete individual table |

---

## Create Data Table Form

| UI Field | Description | Notes |
|---|---|---|
| Name | Unique table name | Max 256 characters; no duplicates |
| Division | Division assignment | Required |
| Description | Optional context | Free text |
| Reference Key Label | Name for the primary key column | Cannot include `/` or `\` |
| Add Field → Boolean | Checkbox field | Set "True by default" option |
| Add Field → Integer | Whole number field | Set default value |
| Add Field → Decimal | Decimal number field | Set default value |
| Add Field → String | Text field | Set default text value |
| API Field ID | Auto-populated from field label | Read-only — cannot be changed after creation |
| Save | Save table | Required before adding rows |

> **Permanent limitations once saved:**
> - You **cannot delete a custom field** after saving the table
> - You **cannot change the API Field ID** of a custom field — only the label can be changed
> - You **cannot modify the reference key value** of an existing row

---

## Add Table Row Form

| UI Field | Description |
|---|---|
| Reference Key | Value for the primary key (e.g., the account number) |
| Custom Field values | One entry per configured custom field |
| Save & Close | Save row and return to table |
| Save & Create Another | Save row and immediately add another |

---

# Data Table Lookup Action (in Architect Flows)

| Attribute | Details |
|---|---|
| Action Name | **Data Table Lookup** |
| Purpose | Query a data table using a reference key value and map results to flow variables |
| Required Permission | `Architect > Data Table > All` |
| Input | Reference Key value (can come from a flow variable, e.g., entered by caller) |
| Output | Custom field values mapped to flow variables |
| Failure Path | Flow continues via failure path if key is not found |

Example use in a flow:

```
Caller enters Account Number
        ↓
Data Table Lookup action
  Input: Account Number (reference key)
  Table: CRM_Queue_Mapping
        ↓
Output: Queue Name → flow variable
        ↓
Transfer to Queue using variable
```

---

# Import / Export

| Feature | Description |
|---|---|
| Export | Downloads all table rows as a CSV file. Exported file retains original API field keys (not display labels). |
| Import | Upload a CSV to append rows or replace all existing rows |
| Manage Imports | View import history and any import errors |

> When exporting, the CSV retains the **original API field keys**, not the display labels — relevant if labels were renamed after creation.

---

# Dependencies

| Component | Purpose |
|---|---|
| Architect Flows | Consume data tables via the Data Table Lookup action |
| Divisions | Control which users/flows can access a given table |
| CRM / External Systems | Common source of data loaded into tables |
| Flow Variables | Receive output values from Data Table Lookup |

---

# Platform Integration / Related Components

| Component | Relationship |
|---|---|
| Inbound Call Flows | Most common flow type using Data Table Lookup |
| Inbound Message Flows | Can also use Data Table Lookup for digital routing |
| Data Actions | Alternative for real-time external API lookups (vs. static data in tables) |
| Decision Tables | Related feature under Rule-Based Decisions — logic-based conditional routing |
| Switch Action | Alternative for small, static lookup sets directly in the flow |

---

# Related Topics / Further Reading

| Topic | Description |
|---|---|
| Data Table Lookup Action | Architect action that queries a data table at runtime |
| Import or Export Data Tables | Load data via CSV |
| Decision Tables | Rule-based routing decisions (separate feature under `Admin → Rule-Based Decisions`) |
| Architect Overview | Parent feature area |
| Flow Variables | Store and pass values within a flow |

---

# Implementation Checklist

| Task | Status |
|---|---|
| Identify what data needs to be looked up in the flow | ☐ |
| Design the table schema (reference key + custom fields) | ☐ |
| Create the data table and define fields | ☐ |
| Populate rows (manually or via CSV import) | ☐ |
| Add the Data Table Lookup action to the flow | ☐ |
| Map output fields to flow variables | ☐ |
| Test the flow with known reference key values | ☐ |
| Handle the failure path (key not found) | ☐ |

---

# Implementation Guide

| Step | Action |
|---|---|
| Step 1 | Navigate to `Admin → Architect → Data Tables` |
| Step 2 | Click **Add** |
| Step 3 | Enter a unique **Name**, select a **Division**, add optional **Description** |
| Step 4 | Enter a descriptive **Reference Key Label** |
| Step 5 | Click **Save** |
| Step 6 | Add **Custom Fields** (Boolean, Integer, Decimal, String) |
| Step 7 | Save field configuration |
| Step 8 | Add rows manually or import via **Manage Imports** (CSV) |
| Step 9 | In Architect, add a **Data Table Lookup** action to your flow |
| Step 10 | Configure the lookup: select table, set reference key input, map outputs to variables |
| Step 11 | Handle the failure path for keys not found |

---

# Workflow

```
Admin Creates Data Table
        ↓
Fields Defined (Reference Key + Custom Fields)
        ↓
Rows Populated (Manual or CSV Import)
        ↓
Architect Flow Uses Data Table Lookup Action
        ↓
Caller Input (e.g., Account Number) Passed as Reference Key
        ↓
Matching Row Found → Custom Field Values Returned
        ↓
Values Stored in Flow Variables
        ↓
Flow Uses Variable (e.g., Queue Name) for Routing
```

---

# Architecture Diagram

```
External CRM / System
        ↓
CSV Export
        ↓
Data Table (Genesys Cloud)
  Reference Key: Account Number
  Field 1: Queue Name
  Field 2: VIP Flag
  Field 3: Language Preference
        ↓
Architect Flow
  Data Table Lookup Action
        ↓
Flow Variables → Routing Logic
```

---

# Real Flow Scenarios

## Scenario 1 — CRM-to-Queue Mapping

```
Caller enters Account Number via IVR
        ↓
Data Table Lookup: AccountNumber → DepartmentQueue
        ↓
Matched: "Billing" queue name returned
        ↓
Transfer to Billing Queue
```

## Scenario 2 — VIP Routing

```
Caller enters Customer ID
        ↓
Data Table Lookup: CustomerID → VIPFlag, PreferredQueue
        ↓
VIPFlag = True → Transfer to Priority Queue
VIPFlag = False → Transfer to Standard Queue
```

## Scenario 3 — Language Preference

```
Caller enters Account Number
        ↓
Data Table Lookup: AccountNumber → LanguagePreference
        ↓
Play prompt in preferred language
```

---

# Usage Scenarios

| Scenario | Description |
|---|---|
| CRM queue mapping | Map external account IDs to internal queues |
| VIP identification | Flag high-value customers for priority routing |
| Language preference routing | Route to language-appropriate queue |
| Dynamic prompt selection | Retrieve prompt names stored in table |
| Product-based routing | Look up department by product code |
| Configuration data storage | Store environment-specific values accessible to flows |

---

# Best Practices

| Practice | Reason |
|---|---|
| Design your schema carefully before creating the table | Fields cannot be deleted after saving |
| Use descriptive Reference Key Labels | Makes the table purpose clear to other admins |
| Do not store personal data | Violates Genesys data use policy for data tables |
| Use Import/Export for bulk data management | Faster and more reliable than manual row entry |
| Always handle the Lookup failure path in the flow | Prevents unhandled routing failures when a key is not found |
| Keep table size within limits | Max 5,000 rows; contact Customer Care for higher limits |
| Use separate tables per business domain | Easier to maintain and audit |
| Validate imported CSV against table schema | API Field IDs in CSV must match table schema |

---

# Naming Convention

| Resource | Example |
|---|---|
| Data Table | `CRM_AccountQueue_Mapping` |
| Data Table | `VIP_Customer_Flags` |
| Data Table | `Language_Preference_Lookup` |
| Reference Key Label | `Account Number` / `Customer ID` |

Naming pattern:

```
<Source>_<Purpose>_<Type>
```

---

# Security Considerations

| Control | Description |
|---|---|
| Division Assignment | Controls which flows and users can access the table |
| Role-Based Permissions | Granular `Architect > Datatable` permissions per action |
| No PII | Data tables must not contain personal identifiable information |
| API Field ID immutability | Prevents accidental schema changes after deployment |

---

# Limitations / Constraints

| Constraint | Value / Description |
|---|---|
| Max tables per org | 200 (can request increase via Customer Care) |
| Max rows per table | 5,000 (can request increase) |
| Max fields per table | 50 |
| Max reference key length | 256 characters |
| Max table name length | 256 characters |
| Cannot delete custom fields | Once saved, fields are permanent — create a new table if needed |
| Cannot change API Field ID | Only display labels can be changed after creation |
| Cannot change reference key value | Row reference key values are immutable once created |
| Cannot delete a table in use | Must remove flow references first |
| Reference key label restrictions | Cannot contain `/` or `\` |

---

# Troubleshooting

| Issue | Cause | Resolution |
|---|---|---|
| Lookup returns no match | Reference key value not in table | Verify data is loaded; check for whitespace or case mismatch |
| Cannot delete table | Table is referenced in one or more flows | Remove Data Table Lookup references in flows first |
| Cannot delete a field | Fields are permanent after saving | Create a new table with the correct schema |
| Import fails | CSV column keys don't match API Field IDs | Export the table first to get the correct column headers |
| API Field ID unexpected | Label renamed after creation | API Field ID is fixed at creation; only label changed |
| Flow variable empty after lookup | Failure path taken — key not found | Check row exists; add default handling in failure path |

---

# Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is a data table in Genesys Cloud? | A locally stored lookup table that Architect flows can query during an interaction |
| What is the purpose of the Reference Key? | It is the primary key that uniquely identifies each row — used as the lookup input |
| What are the org limits? | 200 tables / 5,000 rows per table / 50 fields per table |
| What can you NOT do after saving a data table? | Delete custom fields or change API Field IDs |
| What can you NOT do to a row's reference key? | Modify it — reference key values are immutable once created |
| What Architect action reads from a data table? | **Data Table Lookup** |
| Can data tables store personal information? | No — configuration data only |
| What navigation opens Data Tables? | `Admin → Architect → Data Tables` or `Menu → Orchestration → Orchestration Assets → Data Tables` |
| How do you load data in bulk? | CSV import via **Manage Imports** |
| Can you delete a table being used by a flow? | No — must remove flow references first |

---

# Key Takeaways

| Topic | Summary |
|---|---|
| Data Tables | Local configuration data storage for Architect flows |
| Reference Key | Primary, immutable key for each row — required |
| Field Types | Boolean, Integer, Decimal, String — permanent after save |
| Limits | 200 tables / 5,000 rows / 50 fields |
| Data Table Lookup Action | Retrieves values from a table at runtime using a reference key |
| No PII | Personal data must never be stored in data tables |
| Import/Export | CSV-based bulk data management |
| Failure Path | Always handle the case where a key is not found |