Add a contact


The following permissions:

  • externalContacts > contact > add 
  • externalContacts > contact > edit 
  1. Click Directory > External Contacts.
  2. Click  Add and then Contact.
  3. Type the contact’s name. The First and Last name are required fields.
  4. Click the right arrow. The Contact Information form appears. All Contact Information fields are optional.
  5. (Optional) Search for and select the contact’s organization.
    Note: To associate a contact with an organization, add the organization first.
  6. (Optional) Type the contact’s email addresses (Work, Personal, Other).
  7. (Optional) To set up the contact’s phone numbers, do the following:
    • In the Work, Cell, Home, and Other fields, add the respective telephone numbers.
  • Use the full phone number. Genesys Cloud does not support extension-only numbers.
  • To add a satellite phone number, enter before the number.
  • To add a non-E.164 number to the Other phone field, from the country flag list, click No country code . Non-E.164 numbers are not searchable.

  • Genesys Cloud’s default country code is +1 for the United States; however, your admin can change that setting.

  • To indicate whether a phone number accepts SMS messages, click click to enable SMS or click to disable SMS .
  1. (Optional) To provide a link to additional information about the contact, type the URL to an external system.
  2. (Optional) To add social media channel information, click create one?.
  3. (Optional) To add a mailing address, type the contact’s address.
  4. (Optional) Set the contact’s survey preferences.
  5. (Optional) To use custom fields, from the Contact Type list, click the contact type and complete the custom fields.
  6. Click Save.
  7. (Optional) Manage notes.