Configure identity resolution from the Admin page

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 create a contact: External Contacts > Contact > Add 
  • To view a contact: External Contacts > Contact > View 
  • To update a contact: External Contacts > Contact > Edit 
  • To delete a contact: External Contacts > Contact > Delete 
  • To see a contact's journey: External Contacts > Session > View
  • To promote an auto-created contact to a curated contact (Add to contacts): External Contacts > Identity > Promote
  • To merge an auto-created contact to an existing curated contact: External Contacts > Identity > Merge

When an interaction begins, Genesys Cloud automatically uses the identity resolution algorithm to link the contact to an existing contact record. For more information about contact types created as part of identity resolution, see Contact identification overview.

To enable identity resolution for a channel, do the following:

  1. Click Admin.
  2. Under Directory, click Identity Resolution. The Identity Resolution page appears.
  3. Click the corresponding channel’s tab for which you want to enable identity resolution. For each channel (for example, SMS), enable the toggle button under the Identity Resolution column for the channel-specific configuration entity (for example, SMS number). Following is the list of identity resolution supported channels and their configuration entity:

    • Inbound Call – toggle identity resolution for the required inbound call flow.

    • Web Messenger – toggle identity resolution for the required deployment.

    • Email – toggle identity resolution for the required domain and inbox.

    • SMS – toggle identity resolution for the required SMS number.

    • Messaging Platforms – toggle identity resolution for the required integration type and its configuration. 

    • Call from Queue – toggle identity resolution for the required queue.

Set external source for identity resolution of channels

For Open Messaging integrations, Genesys Cloud resolves an identity of a contact with the help of external sources. For more information about configuring external sources, see Set external source for identity resolution.

Set division for external contacts created by identity resolution

When an interaction begins, Genesys Cloud automatically assigns a division to the external contact based on the division mapped in the respective channels for various interaction types such as voice, email, and web. 

For more information about configuring division for external contacts, see Identity Resolution by divisions.