External organizations are your customers, partners, and other businesses that you interact with. These organizations are sometimes called accounts. For more information about Genesys Cloud’s External Contacts feature, see About External Contacts and About creating a repository of customer data.

In Architect, use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person. The Get External Organization action is available in call, email, chat, messaging, workflows, bot flows, and survey invite flows. From a new or existing flow, open a task or state. Then, from the toolbox, expand the External Contacts container and drag a Get External Organization action into the task editor. 

Action Description

Name

 Type a name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

External Organization ID

Enter a literal value or expression in the External Organization ID field. Architect creates a variable for use with the External Organization Result field.

External Organization Result

Type a name for the variable to store the external organization found in this action. To reference this variable in the rest of the flow, type State.<variable name>. For example, if the variable name is Organization, to reference the variable throughout the flow, type State.Organization at the appropriate location.

Found path

This path indicates that the system successfully located the external organization.

To direct the route you want the interaction to take, drag the appropriate action below the Found path. For example, a Get External Contact action, a Decision action, or any other action or combination that follows your company’s flow design.

Not Found path

This path indicates that the system was unable to locate the external organization.  

To direct the route you want the interaction to take, drag the appropriate action below the Not Found path. For example, route the interaction to a different queue or with lower priority than existing customers.