Search for a contact

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

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

  1. In the Profile panel, to unlink the contact, click .
  2. Search for a contact in the search box.
  3. To remove the search terms that you do not want to include in the search, in the search box, click Clear .
  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.

    Note: To search for a term without the conversion, enclose the term in quotation marks. For example, to search for account ID 8005551212, enter the following:  "8005551212”. The External Contact Management UI converts valid phone numbers to E.164 format. To search for a non-E.164 number, 020-2672-6670, enter "020-2672-6670".

     
  5. View the matching contacts in the search results list.
    Note: Newly created or updated contacts could take several minutes to appear in the agent view for inbound interactions. 
  6. To view the details of a contact, click the contact name.
  7. When you find the correct contact, click Select contact to link it to the interaction.

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