External organizations are your customers, partners, and other businesses that you interact with. These organizations are sometimes called accounts. External Contacts is the comprehensive repository of data about your external organizations and contacts. For more information about Genesys Cloud’s External Contacts feature, see About External Contacts and About creating a repository of customer data.

Add an external organization variable to a task sequence

In a task sequence, you can add an external organization variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click next to U pdate Statements and select External Organization.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the list and select the desired ACD skill.
   • To set the value using an expression, click the Expression button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click to open the large expression editor and build your expression.
6. (Optional) To add another External Organization variable, click next to U pdate Statements.