Search for a contact’s profile

If Genesys Cloud automatically verified an incorrect profile for your interaction, you can search for the correct profile.

  1. Cancel the verification.
  2. In the profile panel, click Search all profiles.
  3. To remove any contact that you do not want to include in the search, in the search box click its x.
  4. Type the contact’s information in the box. You can search by many types of criteria including name, email address, phone number, and so on. 
  5. View the matching contacts in the list.
    Note: Newly created or updated contacts may take several minutes to appear in the agent view for inbound interactions. 
  6. To view the details of a contact, click the arrow. 
  7. To see more results, click See More Results.
  8. When you find the correct contact, click Verify profile.

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