Add a contact

AI-generated summary

Genesys Cloud enables users to create and manage external contacts through multiple methods including Salesforce CRM Sync, CSV Upload, External Contacts API, the CX agent workspace profile panel, and the Directory interface. To add a contact, users must possess specific permissions for External Contacts (Contact Add, Edit, View) and External Contacts Settings Edit. The contact creation process requires entering the contact's first and last names as mandatory fields, with optional fields including division assignment, organization association, email addresses (Work, Personal, Other), and phone numbers. Phone number configuration supports full E.164 format entry, with Genesys Cloud defaulting to +1 country code for the United States, and includes SMS enablement toggles and satellite phone number designation. Additional optional features include external system URL links, social media channel information, mailing addresses, survey preferences, and custom fields based on contact type selection. Division assignment controls contact accessibility—assigned divisions restrict access to specified users, while unassigned contacts remain accessible organization-wide. The system does not support extension-only phone numbers, though non-E.164 formatted numbers can be added with the limitation that they are not searchable. Contact notes can be managed post-creation, and contacts must be associated with pre-existing organizations.

PrerequisitesClick to expand

External Contacts is a comprehensive repository of data about the people and businesses that your organization interacts with.

You can create external contacts in the following ways:

Salesforce CRM Sync
CSV Upload
External Contacts API
On the profile panel in the CX agent workspace
Within the Directory, as follows:

Click Directory > External Contacts.
Click Menu > Contacts > External Contacts and Organizations.
Click Add New and then click Add Contact. The Add Contact form appears.
Type the contact’s name in the Contact Information form. The First and Last names are required fields. Other Contact Information fields are optional.
(Optional) Select and assign a Division to the contact to associate the contact to the division. Leave the division as unassigned if you want the contact to be accessed by all users in the organization.
Note: The divisions displayed in the list are the ones for which you have permissions to access. If you do not see a division in the list, contact your administrator. If you do not see this option, review the settings from the Identity Resolution page.
(Optional) Search for and select the contact’s organization.
Note: To associate a contact with an organization, add the organization first.
(Optional) Type the contact’s email addresses (Work, Personal, Other).
(Optional) To set up the contact’s phone numbers, do the following:
- In the Work, Cell, Home, and Other fields, add the respective telephone numbers.

Notes:

Genesys recommends that you enter the full E.164 number. You can add non-E.164 numbers to any field, but they are not searchable. Genesys Cloud does not support extension-only numbers.
To add a satellite phone number, enter before the number.
Genesys Cloud’s default country code is +1 for the United States; however, your admin can change that setting.

To indicate whether a phone number accepts SMS messages, use the SMS enabled toggle.

(Optional) To provide a link to additional information about the contact, in the Links section, next to External System, type the URL to an external system.
(Optional) To add social media channel information, click create one?
(Optional) To add a mailing address, type the contact’s address.
(Optional) Set the contact’s survey preferences.
(Optional) To use custom fields, from the Contact Type list, click the contact type and complete the custom fields.
Click Save.
(Optional) Manage notes.

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