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 to an existing External Contact.

In an active interaction, follow these steps:

To search for an existing contact, type the name of the contact in the Search for a Contact… field.
From the results, click Select Contact for the contact record that you want to add the new channel to.

Genesys Cloud can automatically merge duplication of curated and identified external contacts that share the same identifier, such as phone number, WhatsApp number, or email address, into a single canonical contact. Ephemeral contacts, which have no deterministic identifier, are not evaluated for auto-merge. By default, the background auto-merge is disabled; administrators must turn it on for your organization. To configure auto-merge, see Configure auto-merge in identity resolution. For more information, see auto-merge of External Contacts.

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

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