Configure identity resolution for different channels

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 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
  • To edit workitems: Workitems > Workitem > Edit
  • To view workitems: Workitems > Worktype > View

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 Menu > Contacts > Identity Resolution.
  4. Configure identity resolution for the following channels.

The following section describes the criteria used in the identity resolution algorithm for various interaction channels. For more information about how an identity is resolved in organizations that use divisions, see Identity Resolution by divisions.

To configure identity resolution for inbound calls, perform the following steps:

  1. Click Inbound Call.
  2. Navigate to the inbound call flow for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
  3. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list.

To configure identity resolution for messenger deployments (both standard and authenticated web messaging), perform the following steps:

  1. Click Web Messenger.
  2. For standard web messengers:
    1. Navigate to the web messenger deployment for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
    2. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 
      • The External Source field in the Edit Web Messaging dialog box is disabled for web messengers that doesn’t require authentication.
      • The toggle button in the Merge Contacts column is disabled for web messengers that doesn’t require authentication.
  3. For authenticated web messengers:
    1. Navigate to the authenticated web messenger deployment for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution toggle column.
    2. Toggle the button in the Merge Contacts column.
    3. Click Edit , and in the dialog box that appears, select the following:
      1. (Optional) A division from the Division list.
      2. An external source from the External Source list. If authentication is turned on in messenger configuration and an external source is not selected, a warning icon is displayed in the External Source column. This field is disabled for standard web messengers.
        Note:

To configure identity resolution for email, perform the following steps:

  1. Click Email.
  2. Select the domain from the Domain list. The inbox list for both inbound and outbound emails appears.
  3. Navigate to the inbox for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
  4. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 

To configure identity resolution for SMS, perform the following steps:

  1. Click SMS.
  2. Navigate to the required SMS number for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
  3. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 

To configure identity resolution for messaging platforms, perform the following steps:
  1. Click Messaging Platforms.
  2. Select the messaging platform from the Messaging integration type list. Facebook Messenger, WhatsApp, X (Twitter), Open Messaging, Instagram, and Apple Messages are currently supported.
  3. Navigate to the required configuration for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
  4. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 
    Note: For Open Messaging configurations, you must select an External Source from the Edit Messaging Platform dialog box. The selected external source is used as an identifier in the identity resolution algorithm when resolving an external contact. For more information about external sources, see Work with external sources.

To configure identity resolution for voice interactions arriving from a queue, perform the following steps:
  1. Click Call from Queue.
  2. Navigate to the required queue for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
  3. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 

Allow manual assignment of divisions to a new external contact

The Identity Resolution table holds a division mapping for various communication channels that automatically assigns a division in an incoming interaction that traverses through the corresponding channel. In scenarios where division cannot be automatically assigned, you can allow users to manually assign a division for an external contact when they're manually created.

  1. Click Admin.
  2. Under Directory, click Identity Resolution.
  3. Click Menu > Contacts > Identity Resolution.
  4. Under Allow users to manually assign a division to new contacts without an auto-assigned division, perform one of these steps:
    • To allow users to assign a division from Profile Panel, enable the toggle button in Interactions > Profile Panel. By default, this setting is turned off. When a division is not mapped in the Identity Resolution table, enabling this setting allows users to manually assign a division to a new contact that is created from the Profile Panel.
    • To allow users to assign a division from the Directory > External Contacts > External Contacts and Organizations page, Menu > Contacts > External  Contacts and Organizations page, enable the toggle button in the External Contacts page. By default, this setting is turned off. To allow users to manually assign a division to a new contact, click Directory > External Contacts > Add > Create Contact. Menu > Contacts > External  Contacts and Organizations. Then, click Add > Create Contact.