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: __ 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