Genesys Cloud – Favorite external contacts in Genesys Cloud
In a future release, Genesys Cloud will enable users to add external contacts to a personal favorites list and access those contacts more easily when managing contacts or starting outbound interactions. Users will be able to favorite or unfavorite external contacts in the Contact Management UI and see favorite status in the Profile panel. Users can also filter external contacts by favorites in the Contact Management UI. This enhancement reduces the time users spend searching for external contacts they interact with frequently.
What’s changing
- Personal favorites – Users will be able to add or remove external contacts from their favorites and maintain a personal list of up to 100 favorite external contacts.
- Contact Management UI – Users will be able to add or remove external contacts from their favorites from the contact list and contact profile and filter the list to view favorite contacts.
- Profile panel – Users will be able to see whether an external contact is a favorite and add or remove the contact from their favorites. A contact must be linked to the active conversation before a user can add it as a favorite from the Profile panel.
- Outbound interactions – Users will be able to use their personal favorites list to more easily find external contacts in the Contact Management UI when starting click-to-call interactions.
- Permissions – Users will not need additional permissions to manage their own favorite external contacts.
Why this matters
Users who frequently interact with the same external contacts currently need to search for those contacts each time. Personal favorites provide a quicker way to find frequently used external contacts, see their favorite status, and use existing click-to-call capabilities from the Contact Management UI.
New UI
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