Set an external source for identity resolution of Open Messaging

Prerequisites

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

For Open Messaging integrations, Genesys Cloud resolves an identity of a contact with the help of external sources.

Note: You must have an Open Messaging integration configured to proceed with configuring an external source for identity resolution.

To configure an external source for the Open Messaging channel, do the following:

Click Admin.
Under Directory, click Identity Resolution. The Identity Resolution page appears.
Click the Messaging Platform tab.
From the Messaging integration type drop-down list, select Open Messaging. The Open Messaging integrations list configured for your organization appears.
Navigate to the required Open Messaging integration and click More . From the shortcut menu that appears, select an external source. The selected external source is used as an identifier in the identity resolution algorithm when resolving an external contact. If your organization uses divisions, see Identity Resolution by divisions.