Use an External Id to connect web events to voice calls

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Genesys Cloud's authenticated web messaging enables organizations to consolidate customer interactions across channels into a single contact record by using external IDs—unique identifiers such as account IDs or usernames—that are integrated into the Identity Resolution algorithm to automatically link interactions when identifiers match. The platform supports four contact types for identity resolution: Identified contacts (auto-linked when a single match exists), Ephemeral contacts (temporary records expiring after 60 days with no match), Canonical contacts (merged multiple records), and Curated contacts (searchable after agent or API linking). Implementation requires enabling Authentication in Messenger Configuration through Behavior settings, then configuring Identity Resolution by selecting the Web Messenger tab, enabling the authenticated deployment toggle, ensuring Merge Contacts is enabled, and selecting an external source. External IDs are captured from web events through digital user tracking configured with the Messenger Javascript SDK, and the system performs identity resolution using the external ID alongside division and external source parameters based on Web Messaging & User Tracking channel configuration. Required permissions include WebDeployments, Messaging, Authenticate, and Routing identity resolution access, plus External Contacts Settings Edit permission for controlling division assignment of manually created contacts. All external IDs must be associated with an external source. The platform allows agents to view complete interaction histories for contacts across divisions, enabling a comprehensive single customer view across supported channels. Genesys Cloud provides comprehensive documentation and support resources for external contact management, single customer view functionality, contact linking and merging operations, and division-based identity resolution. A feedback mechanism allows users to report issues such as inaccurate, incomplete, or outdated content and submit positive feedback on article helpfulness and clarity, with users able to specify their role when submitting feedback. Users unable to find answers in documentation are directed to community support channels for additional assistance.

PrerequisitesClick to expand

This article describes how web events can be connected to voice calls through the use of external Id.

External Ids are unique identifiers such as account Id or user name that are used internally within an organization to identify a contact across the organization’s systems such as Customer Relationship Management systems (CRMs), or Customer Data Platforms (CDPs). In Genesys Cloud, external Ids are used as an identifier in the Identity Resolution algorithm to resolve the incoming interactions with the external contacts across channels. This identifier differs from custom fields where an identifier Id is stored but is not used to link interactions automatically.

To capture these external Ids from a web event, configure digital user tracking with the Messenger Javascript SDK. The external Id is then used with division and external source to perform identity resolution based on identity resolution configuration for Web Messaging & User Tracking channel.

Note: All external Ids must relate to an external source. For more information on external sources, see .

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