Search for a contact
Prerequisites
The following permissions:
- To associate contact to an interaction: External Contacts > Conversation > Associate
- To view interactions based on division: Analytics > Agent Conversation Detail > View (for agents)
- To view interactions based on division: Analytics > Conversation Detail > View (for admins and supervisors)
- To view interactions for a contact across all divisions: External Contacts > Conversation > View All (for admins and supervisors)
- To view a contact: External Contacts > Contact > View
- To update a contact: External Contacts > Contact > Edit
- To merge an auto-created contact to an existing curated contact: External Contacts > Identity > Merge
- To manage workitems: Workitems > Workitem > Edit
If Genesys Cloud automatically links an incorrect contact for your interaction, you can search for the correct contact.
- In the Profile panel, to unlink the contact, click .
- Search for a contact in the search box.
- To remove the search terms that you do not want to include in the search, in the search box, click Clear .
- Type the contact’s information in the box. You can search by many types of criteria including name, email address, phone number, and so on. Note: To search for a term without the conversion, enclose the term in quotation marks. For example, to search for account ID 8005551212, enter the following: "8005551212”. The External Contact Management UI converts valid phone numbers to E.164 format. To search for a non-E.164 number, 020-2672-6670, enter "020-2672-6670".
- View the matching contacts in the search results list.Note: Newly created or updated contacts could take several minutes to appear in the agent view for inbound interactions.
- To view the details of a contact, click the contact name.
- When you find the correct contact, click Select contact to link it to the interaction.
Important: To build the interaction history for a contact and organization, remember to always link the contact that is associated with an interaction.
