Yes, Genesys Cloud supports open messaging for identity resolution. For open messaging interactions, Genesys Cloud uses the opaque ID provided through the open messaging integration. If the opaque ID is not available, Genesys Cloud uses the phone number or email address, if supplied. The opaque ID is stored as an external ID. If either the opaque ID, the email address, or the phone number search results in a single match, Genesys Cloud auto-links the contact. For more information about configuring identity resolution for open messaging, see the Developer Center.

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