External contacts are individuals such as employees of companies you do business with or direct customers. These people request help from your agents. For more information about Genesys Cloud’s External Contacts feature, see About External Contacts and About creating a repository of customer data.

Add an external contact variable to a task sequence

In a task sequence, you can add an external contact variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click next to U pdate Statements and select External Contact.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • Add the expression inline.
   • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. In the Value To Assign field, perform one of these steps:
   • Add the expression inline.
   • Click to open the large expression editor and build your expression.
7. (Optional) To add another External Contact variable, click next to U pdate Statements.