View an external contact’s profile
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:
- Click Profile . The Profile panel appears.
- 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.
- 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:
- Click Directory > External Contacts.
- 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.
- 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
- 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.
- User’s handle (if available)
- User’s name (if handle is unavailable)
- 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.