Customize external contacts and organizations

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license

The following permissions:

  • To create custom fields: External Contacts > Custom Fields > Add, Edit, and View
  • To see and use custom fields: External Contacts > Custom Fields > View

    Provide personalized experience by leveraging custom information about your customers. For example, perhaps your company offers a rewards program that requires you to add a membership ID and other associated data to a contact. Or perhaps your company wants to designate VIP customers and route them to specific agents. Custom fields for external organizations and contacts gives you the ability to create the fields to help you do that and more.

    To use custom fields, follow these steps:

    1. Create a custom contact or organization type.
    2. Create custom fields for your custom contact or organization type.
    3. Use your custom fields in External Contacts.

    To create custom fields, you must first create a custom contact or organization type. To create a custom contact or organization type, follow these steps:

    1. Click Admin.
    2. Under Directory, click External Contacts.
    3. To create a custom contact type, click the Custom Contact Types tab. Or to create a custom organization type, click the Custom Organization Types tab.
    4. Click New Custom Contact Type.
      Alternatively, click  New Custom Organization Type.
    5. Enter a name for your custom type.
    6. Optionally, type a description for your custom type. 
    7. Optionally, Create custom fields for your custom contact type.
    8. Click Save.

    To create custom fields for your custom contact or organization type, follow these steps:

    1. Click Admin.
    2. Under Directory, click External Contacts.
    3. To create a custom field for a contact, click the Custom Contact Types tab. Or to create a custom field for an organization, click the Custom Organization Types tab.
    4. Click the custom contact or organization type where you want to create the custom field.
    5. From the list on the right, click a field type.
    6. In the Field Label box, type the name for your custom field. Genesys Cloud automatically creates the Field Key for your custom field; however, you can optionally edit the Field Key.
      Note: Genesys Cloud uses the field key to identify your field in the API. It must be unique, and you cannot change it after you save the custom field.
    7. Optionally, type a description for your custom field. Genesys Cloud uses this text as placeholder text for open entry boxes.

    To use the custom fields you have created, follow these steps:

    1. Click Directory > External Contacts.
    2. Click the External Contacts tab.
    3. Click the external contact for which you want to populate custom fields.
    4. Click Edit Contact.
    5. In the Contact Type section, from the Select Type list, select the contact type with the custom fields you want to use.
    6. Complete the fields, and click Save.

    Genesys Cloud displays saved custom field information in its own section under the Interactions section.

    To use the custom fields you have created, follow these steps:

    1. Click Directory > External Contacts.
    2. Click the Organizations tab.
    3. Click the organization for which you want to populate custom fields.
    4. Click Edit Organization.
    5. In the Organization Type section, from the Select Type list, select the organization type with the custom fields you want to use.
    6. Complete the fields, and click Save.

    Genesys Cloud displays custom field information in its own section under the Interactions section.

    Notes:

    • You can use custom fields with new and existing external contacts and organizations.

    • You can have up to a total of 20 contact and organization types.

    • You can have up to 25 custom fields per contact or organization type. 

    • You cannot delete types or fields after you save a contact or organization type. However, you can disable both fields and types.

    • Contact types are visible in contact listings and searches. The saved data in custom fields is also searchable, except as noted.