Series: Find, view, and link external contacts

Contact identification overview

Prerequisites

The following permissions:

  • External Contacts > Conversation Associate
  • External Contacts > Contact > View
  • External Contacts > External Organization > View

Important: To build the interaction history for a contact and organization, remember to always link the contact that is associated with an interaction.

Contact identification

When an interaction begins, Genesys Cloud automatically attempts to link the contact to an existing External Contact record.

Note: For open messaging interactions, Genesys Cloud does not currently automatically search for existing external contacts. You can manually search and link open messaging interactions to contacts.

  • If Genesys Cloud finds a single match, it auto-links the contact.
  • If Genesys Cloud finds more than one matching contact, it prompts the agent to select the correct contact.
    • For email interaction, Genesys Cloud uses the email address.
    • For web chat interactions, Genesys Cloud uses the email address, if supplied. If the email address is not available, Genesys Cloud uses the phone number. If either the email address or the phone number search results in a single match, Genesys Cloud auto-links the contact. If neither email address nor phone number is available, Genesys Cloud searches for the name entered. If that search results in a single match, Genesys Cloud shows the profile, and the agent can link it. For more information about configuring web chat fields, see the Developer Center.
    • For messaging interactions, Genesys Cloud uses the messaging ID. If Genesys Cloud cannot auto-link with the messaging ID, Genesys Cloud attempts to search for the contact name. If the search results in a single match, Genesys Cloud shows the profile, and the agent can link it.
    • If Genesys Cloud finds no matches, it creates a temporary contact. An agent can create an external contact for the temporary contact or add the new information to an existing external contact. Unlinked temporary contacts expire 60 days after the last interaction with your organization.

Contact journey

Regardless of whether a contact is linked, Genesys Cloud automatically tracks a contact’s journey. For linked contacts, the journey includes every experience the contact has with your organization across all channels that are associated with the linked contact. For temporary contacts, Genesys Cloud tracks the contact’s interaction with your organization.

Genesys Cloud Predictive Engagement can further enhance these features.

Contact identification

When an interaction begins, Genesys Cloud automatically attempts to link the contact to an existing External Contact record.

Note: For open messaging interactions, Genesys Cloud does not currently automatically search for existing external contacts. You can manually search and link open messaging interactions to contacts.

  • If Genesys Cloud finds a single match, it auto-links the contact.
  • If Genesys Cloud finds more than one matching contact, it prompts the agent to select the correct contact.
  • Genesys Cloud attempts to auto-link the contact based on different information depending on the interaction channel:
    • For voice interactions, Genesys Cloud uses the phone number.
    • For email interaction, Genesys Cloud uses the email address.
    • For web chat interactions, Genesys Cloud uses the email address, if supplied. If the email address is not available, Genesys Cloud uses the phone number. If either the email address or the phone number search results in a single match, Genesys Cloud auto-links the contact. If neither email address nor phone number is available, Genesys Cloud searches for the name entered. If that search results in a single match, Genesys Cloud shows the profile, and the agent can link it. For more information about configuring web chat fields, see the Developer Center.
    • For messaging interactions, Genesys Cloud uses the messaging ID. If Genesys Cloud cannot auto-link with the messaging ID, Genesys Cloud attempts to search for the contact name. If the search results in a single match, Genesys Cloud shows the profile, and the agent can link it.

      Notes:

      • Newly created or updated contacts can take several minutes to appear in the agent view for inbound interactions.
      • External Contacts data from Salesforce is read-only. You cannot modify it in Genesys Cloud.
      • If configured, agents can access additional information for a contact by clicking View Contact in External System.

Contact identification and message channel identifiers

Genesys Cloud captures message channel identifiers for messaging interactions.

  • If you unlink a contact, Genesys Cloud doesn’t remove the message channel identifier.
  • If an existing external contact modifies part of their social channel information and starts a new message interaction, Genesys Cloud prompts the agent to update the external contact record with the new information.

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