Announced on
(YYYY-MM-DD) | Effective date
(YYYY-MM-DD) | Aha! idea |
|---|
| 2026-03-16 | - | - |
In a future release, Genesys Cloud will allow you to capture structured external IDs and their sources from web and mobile app events, and then use them to unify identities across digital and voice interactions. Previously, web and mobile tracking relied primarily on system-generated identifiers. With this enhancement, developers can configure the Genesys Predictive Engagement web tracking SDK to capture an external ID and its defined source during web sessions. Administrators can designate and manage external ID sources in identity resolution settings to align with existing systems. Genesys Cloud then uses those external IDs to automatically merge web- and app-originated contacts with existing identities, or create new ones when needed.
This feature also introduces configurable auto-merge behavior for web and app events based on the captured identifiers. When enabled, Genesys Cloud automatically merges contacts that share identifiers, such as external ID.
To support consistent configuration, Genesys Cloud provides:
- Structured external ID capture – Capture an external ID and its source from web and mobile app events using the Genesys Predictive Engagement web tracking SDK.
- Consistent external source options – Display the same external source options in both the SDK configuration and CSV upload interfaces to avoid mismatched merge logic.
- Contextual guidance – Provide tooltips and help text that explain how to define external sources and when to use the merge and update all contacts setting to ensure proper identity resolution across channels.
- Expanded identity resolution across channels – Use external IDs to connect web and app events with voice calls, enabling a unified customer view.
- Digital user tracking – Monitor web and app events to support Journey Management, included at no additional cost with Genesys Cloud AI Experience.
These enhancements improve data consistency and reduce manual contact management. They help administrators apply clear identity rules and allow journey management tools, such as Journey Management and customer journey viewer, to analyze a complete cross-channel view of customer activity.