FAQs: External Contacts

Are custom field values available to analytics?

The contact and the organization values are available.

Are External Contacts and single customer view division aware?

External Contacts and single customer view are unaware of divisions.

Can I add a non-E.164 number to a phone field for an External Contact?

You can use the Other phone field. To add non-E.164 numbers, or… [More]

Can I export custom fields values?

Yes, you can use the API to import and export custom field… [More]

Can I merge two curated contacts?

In Genesys Cloud, you can merge the following kinds of contact records:… [More]

How can I disable External Contacts and single customer view?

To disable External Contacts and single customer view, remove the Externalcontacts > Contacts > All permissions from the… [More]

How do I add or merge a communication channel to an existing External Contact?

You can add an email address, phone number, or other communication channel… [More]

How do I promote an ephemeral contact to a curated contact?

You can promote an ephemeral, or temporary, contact to be a curated… [More]

How many phone numbers can I enter for a contact?

You can specify up to 4 phone numbers. For more information, see… [More]

Is there a way to set the country code for telephone numbers during a bulk CSV import of external contacts?

When entering phone numbers, use the full E.164 phone number, which includes… [More]

What licenses do I need for External Contacts?

You automatically get the basic External Contacts feature with with any Genesys… [More]

Where can I find the External Contacts sample CSV bulk import file?

Genesys Cloud provides a sample CSV file to help you format the… [More]