You can use External Contacts to manage external organizations, contacts, relationships, and notes. Collectively, these elements are referred to as managed External Contacts entities.

External organizations

External organizations are your customers, partners, and other businesses that you interact with. These organizations are sometimes called accounts.

Contacts

External contacts are individuals. They could be employees of companies you do business with, or they could be your direct customers. These people request assistance from your agents. 

Divisions

Divisions are separate entities in Genesys Cloud. Divisions are your business units, countries, or office locations. You can associate an external contact or organization to a specific division and segment them within an organization.

Relationships

Relationships represent the connections between the people at your company and external organizations.

Suppose that your company has an account manager for each of your large customers. For each external organization, you define a relationship with the corresponding account manager. For example, Bob is the Account Manager for Bill’s Towing. You can have multiple relationships for each external organization. 

Notes

Notes capture details about the history of your relationships with contacts and organizations. Notes that you create in External Contacts are not specific to an interaction. For example:

• You create a contact note that describes your lunch with a contact at a conference.
• You create an organization note to track the contracts and agreements that your company has signed with the organization.
• You create an organization note to alert the agents of the discounts that the organization receives.

How many managed entities you can have