Single customer view overview

Prerequisites

The following permissions:

  • To associate contact to an interaction: Externalcontacts > Conversation > Associate
  • To view interactions for a contact/account: Externalcontacts > Conversation > Viewall
  • To create a contact: Externalcontacts > Contact > Add 
  • To view a contact: Externalcontacts > Contact > View 
  • To update a contact: Externalcontacts > Contact > Edit 
  • To delete a contact: Externalcontacts > Contact > Delete 
  • To see a contact's journey: Externalcontacts > Session > View
  • To promote an auto-created contact to a curated contact (Add to contacts): Externalcontacts > Identity > Promote
  • To merge an auto-created contact to an existing curated contact: Externalcontacts > Identity > Merge

Single customer view is a capability enhancement in External Contacts. It allows different identifiers, such as email address, phone number, web ID, to be associated under the one contact record and links conversations across channels in Genesys Cloud. 

Single customer view puts empathy into action and your contacts at the center of their experiences with your organization. Relying on identity resolution and customer journeys, single customer view enables agents to provide personal service with a view to each contact’s complete story.

Notes:
  • Single customer view is division-unaware.
  • To disable External Contacts and single customer view, remove the Externalcontacts > Contacts > All permissions from the user role.

Identity resolution

With single customer view, when an interaction begins, Genesys Cloud automatically uses identity resolution to attempt to link the contact to an existing contact record.

Identity resolution makes single customer view happen with four types of contacts:

Contact type Description
Identified

If Genesys Cloud finds a single match, it auto-links the contact:

  • For email interactions, Genesys Cloud uses the email address.
  • For voice interactions, Genesys Cloud uses the phone number.
  • For web chat interactions, Genesys Cloud uses the email address, if supplied. If the email address is not available, Genesys Cloud uses the phone number. If either the email address or the phone number search results in a single match, Genesys Cloud auto-links the contact. If neither email address nor phone number is available, Genesys Cloud searches for the name entered. If that search results in a single match, Genesys Cloud shows the profile, and the agent can link it. For more information about configuring web chat fields, see the Developer Center.
  • Genesys Cloud does not stitch identities for the following channels: 
    • Knowledge – Support center
    • Agentless email notifications 
    • Campaigns, including callbacks
    • Co-browse
    • Instagram DM
Ephemeral

For web events with no personally identifiable information (PII), if Genesys Cloud finds no likely match, it uses a cookie identifier to create an ephemeral, or temporary, contact. An agent can create a new contact from the temporary contact or link a temporary contact to an existing external contact. Ephemeral contacts expire 60 days after their last interaction with your organization.

Canonical

Sometimes multiple contact records may represent a single contact. For example, a contact connects with your organization by email upon one occasion, and then the same person uses web messaging to contact your organization. Genesys Cloud allows an agent to merge the contact records. In this case, the previous contacts become aliases to the canonical contact.

Curated After an agent links a contact, Genesys Cloud saves it as a curated contact. Curated contacts are searchable.
Note: Ephemeral and identified contacts become curated contacts after an agent or API client/integration promotes the contact.

For more information about how this feature impacts External Contacts, see External contact management scenario examples.

Customer journey

Regardless of whether a contact is linked, Genesys Cloud automatically tracks a contact’s journey. The contact’s journey includes every experience the contact has had with your organization–across all channels that are associated with linked contacts. For temporary contacts, Genesys Cloud still tracks the contact’s interaction with your organization. You can promote temporary contacts to linked contacts.

Genesys Cloud Predictive Engagement can further enhance these features.