Series: Find, view, and verify external contacts
Find, view, and verify a contact’s profile
Prerequisites
The following permissions:
- External Contacts > Conversation > Associate
- External Contacts > Contact > View
- External Contacts > External Organization > View
Important: To build the interaction history for a contact and organization, remember to always verify the profile that is associated with an interaction.
When an interaction begins, Genesys Cloud searches for a matching contact profile and, if found, verifies it for you. To verify that Genesys Cloud found the right contact profile, do the following:
- Accept an interaction.
- Confirm whether Genesys Cloud verified the correct profile:
- If Genesys Cloud correctly verified the profile, continue with the interaction.
- If Genesys Cloud verified an incorrect profile, continue to Step 3.
- If Genesys Cloud failed to verify the profile, proceed to Step 4.
- Click More and Cancel Verification.
- Search for the correct contact’s profile.
- Confirm whether your search found the correct profile.
- If your search found the correct profile, click it.
- If your search failed to find the correct profile, create a new profile.
- To complete the verification, click Verify profile.
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