Edit a contact in the Interactions panel

Prerequisites
  • External Contacts > Contact > Edit permission

After you verify a contact, update or add information about a contact, including phone numbers, addresses, and other information. You can also edit a contact in the contact’s External Contacts profile

Note: You can edit information for contacts created in Genesys Cloud. You cannot edit information for contacts imported from Salesforce.
  1. Click Profile .
  2. Verify the contact’s profile for the interaction. 
  3. From the Profile panel, you can edit the following contact information:
    • To edit the contact information, click Edit contact on the Details tab.
    •  To edit the organization information of the contact, click Edit organization on the Organization tab.
    • Manage notes from the Notes tab.
  4. To clear any information that you added, at the bottom of the Profile panel, click Cancel.
    Note: If you cancel, Genesys Cloud does not unverify a profile.
  5. To save your changes, at the bottom of the Profile panel, click Save
Note: Newly created or updated contacts can take several minutes to appear in the agent view for inbound interactions.