Genesys Cloud provides a unified contact profile system that consolidates customer interactions across multiple channels into a single customer record, automatically matching and linking interactions to existing profiles or creating temporary records as needed. The platform enables users to confirm linked contacts, unlink and relink to correct profiles, search for specific contacts, and manually create new profiles to maintain accurate customer data. Core capabilities include merging identified, ephemeral, and curated contacts; promoting temporary contacts to permanent status; claiming contact identifiers across phone, email, and social channels; and certifying correct profile linkage to interactions. The single customer view feature consolidates various identifiers such as email addresses, phone numbers, and social media handles into one contact record while linking conversations across all channels to establish comprehensive interaction history. Access to contact management functions requires specific permissions including External Contacts permissions for conversation association, contact creation, viewing, editing, and deletion; Analytics permissions for viewing agent and conversation details by division; Case Management permissions for viewing cases in customer journey; and Workitems permissions for editing and viewing workitems. Building complete interaction history requires consistently linking contacts associated with each interaction to establish comprehensive organizational and individual contact records. Contact linking verification occurs during customer interactions, requiring users to confirm whether the system correctly linked a contact or take corrective action if linking failed or was inaccurate. The platform offers an Unlink option to remove incorrect associations, and users can search for the correct contact and select it to link to the interaction, or create a new contact if search results yield no matches. The system supports role-based access for agents, administrators, developers, partners, supervisors, and support personnel, with additional resources available for external contact management scenarios, contact identification, merging workflows, channel management, and contact promotion procedures.