Series: Find, view, and link external contacts

Find, view, and link a contact

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 link the contact that is associated with an interaction.

When an interaction begins, Genesys Cloud searches for a matching contact and, if found, links it for you.

Note: For open messaging interactions, Genesys Cloud does not currently automatically search for existing external contacts. You can manually search and link open messaging interactions to contacts.

To certify that Genesys Cloud found the right contact record, do the following:

  1. Accept an interaction. 
  2. Confirm whether Genesys Cloud linked the correct contact:
    • If Genesys Cloud correctly linked the contact, continue with the interaction.
    • If Genesys Cloud linked an incorrect contact, continue to Step 3.
    • If Genesys Cloud failed to link a contact, proceed to Step 4.
  3. Click More and Unlink Interaction.
  4. Search for the correct contact.
  5. Confirm whether your search found the correct contact.
    • If your search found the correct contact, click it.
    • If your search failed to find the correct contact, create a new contact. 
  6. To link the contact, click Link Interaction. 
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