Genesys Cloud allows agents to unlink a contact from an ongoing interaction at any point until wrap-up completion, enabling correction of contact associations and accurate interaction history building. Agents possess the ability to detach an incorrectly linked contact by clicking the "Unlink" button in the interface, then search for and link the correct contact before submitting a wrap-up code. The unlinking functionality requires External Contacts > Contact > Edit and Workitems > Workitem > Edit permissions. Once an interaction is closed with a wrap-up code, contacts can only be unlinked through the API. This feature ensures interactions are properly associated with the correct contact and organization records, supporting accurate contact history maintenance and data integrity.