Prerequisites

The following permissions:

  • externalContacts > contact > add 
  • externalContacts > contact > edit 

External Contacts is a comprehensive repository of data about the people and businesses that your organization interacts with.

You can create external contacts in the following ways:

  1. Click Directory > External Contacts.
  2. Click  Add and then Contact.
  3. Type the contact’s name in the Contact Information form. The First and Last names are required fields. Other Contact Information fields are optional.
  4. (Optional) Search for and select the contact’s organization.
    Note: To associate a contact with an organization, add the organization first.
  5. (Optional) Type the contact’s email addresses (Work, Personal, Other).
  6. (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.
Notes:

  • Genesys recommends that you enter the full E.164 number. You can add non-E.164 numbers to any field, but they are not searchable. Genesys Cloud does not support extension-only numbers.

  • To add a satellite phone number, enter before the number.

  • 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, use the SMS enabled toggle.
  1. (Optional) To provide a link to additional information about the contact, in the Links section, next to External System, 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.