Search External Contacts action

AI-generated summary

Genesys Cloud's Search External Contacts action enables users to search through a comprehensive repository of external organizations and contact data. The feature allows searching by phone number, email address, or Twitter handle within chat, email, messaging, survey invite, and workflow flows. Users can initiate calls, send emails, or visit websites directly from contact records. Key functionality: - Search terms can be literal values or expressions - Supports E.164 phone number format - Quotation marks required for exact account ID searches - Variable storage for search results Three possible output paths: 1. Exact Match: Single contact result found 2. Multiple: Multiple contacts found 3. Not Found: No contacts located Implementation details: - Accessible through Task or State in Architect - Located in External Contacts container - Results stored in customizable variable (referenced as State.<contacts>) - First result in Exact Match accessible via State.<contacts>[0] Use cases: - Routing existing customers to specific queues - Directing unknown customers to different queues - Customer data management - Contact information verification

External Contacts is a comprehensive repository of data about your external organizations and contacts. You can see a streamlined view of all contact and organization data. From there, you can start a call, send an email, or visit a contact’s website directly from a contact’s record. For more information about Genesys Cloud’s External Contacts feature, see About External Contacts and About creating a repository of customer data.

In Architect, use the Search External Contacts action to find one or more external contacts based on your search terms. For example, search terms can include phone number, email address, or Twitter handle. This feature is helpful when you want to route existing customers to a specific queue and unknown customers to another queue.

The Search External Contacts action is available in chat, email, messaging, survey invite, and workflow flows. From a new or existing flow, open a Task or State and and from the toolbox expand the External Contacts container and drag a Search External Contacts action into the task editor. The action name defaults to Search External Contacts. The Search term field can be a literal value or an expression. The system creates or uses a variable for the External Contact Results field.

Action	Description
Name	Type a name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Search Term	Enter the search term, such as the phone number, email address, or Twitter name of the contact. Notes: To search for a term without the conversion in the Contact Management view, enclose the term in quotation marks. For example, to search for account ID 8005551212, enter the following: “8005551212”. The External Contact Management UI converts valid phone numbers to E.164 format. To search for a non-E.164 number, 020-2672-6670, enter “020-2672-6670”. The use of quotation marks in search does not apply in the Start a conversation view. When you search for an external contact number in the Start a conversation dialog box, you must enter it in an E.164 format, or in the exact format in which Genesys Cloud stores the contact.
External Contact Results	Type a name for the variable to store the external contact found in this action. To reference this variable in the rest of the flow, type State.<contacts>. Note: If the system retrieves only one search result, the flow follows the Exact Match output path, and you can reference the found external contact as State.<contacts>[0]. The matching external contact is the first element stored in the variable you specified.
Exact Match path	This path indicates that the search yields a single external contact result. To direct the route you want the interaction to take, drag the appropriate action below the Exact Match path. For example, an Update Data action, or any other action or combination that follows your company’s flow design.
Multiple path	This path indicates that the search yields multiple external contact results. To follow the route you want the interaction to take, drag the appropriate action below the Multiple path. For example, a Decision action to narrow the list of results, or any other action or combination that follows your company’s flow design.
Not Found path	This path indicates that the system was unable to locate the external contact. To follow the route you want the interaction to take, drag the appropriate action below the Not Found path. For example, route this interaction with lower priority than existing customers, or transfer them to a queue designed to help new customers get setup.

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Search External Contacts action

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