Create or promote a contact in the interactions profile panel

AI-generated summary

Genesys Cloud automatically links interactions to existing contacts and creates temporary contacts when no matches are found, enabling users to promote temporary contacts or create new ones directly from the interactions profile panel. Contact creation requires entry of first and last names along with optional details such as phone numbers, email addresses, divisions, and survey preferences. The system provides intelligent suggestions for phone numbers from voice interactions and email addresses from email interactions to streamline agent workflows. Contact management operations require specific External Contacts permissions. Users can enable SMS capabilities for phone numbers, add satellite numbers using designated prefixes, and configure survey preferences. The platform supports E.164 formatted numbers for enhanced searchability and applies a default country code of +1 for the United States, which administrators can modify. Messaging channel information is automatically populated for incoming message interactions. Division assignment is available only during initial contact creation; modifications to existing contacts require deletion and recreation. Extensions-only numbers are not supported, and while non-E.164 formatted numbers are acceptable, they are not searchable within the system. Contact editing functionality allows users to modify existing contact information by re-entering data and repeating associated procedural steps. The platform includes a comprehensive feedback mechanism that enables users to report issues such as inaccurate or incomplete content, outdated information, unclear presentation, or user interface concerns. Users can also provide positive feedback regarding content effectiveness, ease of location, organization, and value. The feedback system captures user role information including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support designations. Users must acknowledge the Genesys Cloud privacy policy before submitting feedback. Related documentation topics encompass external contacts management, agent interactions, contact addition procedures, external contact management scenarios, social listening interactions, identity resolution configuration across channels, and platform navigation. Community-based support options are available for users with additional questions.

PrerequisitesClick to expand

Create or promote a new external contact without leaving the interaction.

Genesys Cloud automatically links interactions to existing contacts and creates a temporary, or ephemeral, contact when it finds no existing matches. You can promote a temporary contact or create a new contact. For more information about the scenarios on the profile panel, see External contact management scenarios. You can also create a contact from the Directory.

From an open interaction, click Profile .
Do one of the following:
- To promote the ephemeral contact to curated, click Confirm Contact.
- To create a new contact, click Create Contact.
In the New Contact window, type the contact information that you know. First name and Last name are required fields. All other fields are optional.
Notes:
- To increase agent efficiency, when you click a phone field (Work, Home, Cell, Other), Genesys Cloud provides suggestions for phone numbers in voice interactions. Similarly, in email interactions when you click an email field (Work, Personal, Other), Genesys Cloud provides suggestions for email addresses.
- If your organization allows manual division assignment, you can only add a division for a new contact. If you want to add a division to an existing contact, you must delete the contact and create a new one.
- Genesys Cloud’s default country code is +1 for the United States; however, your admin can change that setting.
- To indicate that a phone number accepts SMS messages, click click to enable SMS.
- To add a satellite phone number, enter before the number.
- 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.
- For incoming message interactions, Genesys Cloud pulls messaging channel information into the contact record. You cannot edit this field during a transaction.
(Optional) Set the contact’s survey preferences.
Click Save.
To edit the new contact, enter the contact information again and repeat step 5.

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Create or promote a contact in the interactions profile panel

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