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, PureCloud searches for a matching contact profile and, if found, verifies it for you. To verify that PureCloud found the right contact profile, do the following:

  1. Accept an interaction.
  2. Confirm whether PureCloud verified the correct profile:
    • If PureCloud correctly verified the profile, continue with the interaction.
    • If PureCloud verified an incorrect profile, continue to Step 3.
    • If PureCloud failed to verify the profile, proceed to Step 4.
  3. Click  and Cancel Verification.More/Cancel Verification
  4. Search for the correct contact’s profile.
  5. 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. 
  6. To complete the verification, click Verify profile.

     

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