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
| 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 |
| 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 |
| 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 |
