The following permissions:

  • Externalcontacts > Contact > View 
  • Externalcontacts > Externalorganization >View

To search for contacts or organizations, take the following steps:

  1. Click Directory > External contacts.
  2. Do one of the following:
    • To search for a contact, click the Contacts tab.
    • To search for an organization, click the Organization tab.
  3. In the Search for Contacts or Organizations box, begin to type a simple search. You can use a combination of criteria. For example, a search for “Miranda Te” returns two records:
    • One record for Miranda, who has the last name of Temerio.
    • One record for Miranda Smith, who lives in Texarkana.

      Note: The External Contact Management UI converts valid phone numbers to E.164 format. 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". To search for a non-E.164 number, 020-2672-6670, enter "020-2672-6670".

  4. Click the search button.
    Genesys Cloud displays the records that match your search under the search box.

      Note: Genesys Cloud prompts you to refine your search if it returns more than 1000 contacts.