View an external contact’s profile

The following permission:

  • External Contacts > Contact > View permission

You can view an external contact’s profile information from one of the following places:

  • Profile panel
  • The External Contacts and Organizations page

To view a contact’s profile from the Profile panel when you are handling an interaction, do the following:

  1. Click Profile . The Profile panel appears.
  2. You can view the basic information of a contact by navigating to the following tabs:
    • Details tab – displays personal information such as phone number, email address, social channels, and so on.
    • Notes tab – displays notes created for the contact.
    • Organization tab – displays contact information of the organization that is linked to the contact. You can also manage notes for the organization.
  3. When you are handling an interaction, you can edit a few fields from the Profile panel. For more information, see edit a contact.

      To view a contact’s profile anytime without being in an interaction, do the following:

      1. Click Directory > External Contacts.
      2. Search for a contact. You can also use the Filter by Division drop-down menu to retrieve contacts only from a particular division.
        Note: If the search result returns more than 1000 contacts, Genesys Cloud prompts you to refine your search.
      3. Click the name of the contact that you want to view. The following details of a contact are displayed in view mode:
        • Division label (only when division is assigned)
        • The Contact Summary section displays details such as name, organization, email, address, and social channels
        • Interaction history
        • Custom Contact Types / Custom Fields
        • Notes
      4. To modify the contact details, click Edit Contact.

        Manage social channel information

        Genesys Cloud supports the following messaging channels: X (Twitter), WhatsApp, Facebook, Line, and Instagram. The social channel details available for a contact are displayed in the Profile panel and the External Contacts and Organizations page.

        The information available for a social channel is displayed in the following order.

        1. User’s handle (if available)
        2. User’s name (if handle is unavailable)
        3. ID or phone number (if both one and two are unavailable). ID represents the unique conversation between a customer (user) and the business. Phone number is only applicable to WhatsApp.