To configure identity resolution for inbound calls, perform the following steps:

1. Click Inbound Call.
2. Navigate to the inbound call flow for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
3. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list.

To configure identity resolution for messenger deployments (both standard and authenticated web messaging), perform the following steps:

1. Click Web Messaging & User Tracking.
2. For standard web messengers:
   1. Navigate to the web messenger deployment for which you want to enable identity resolution.
   2. From the last right column of the messenger deployment row, click More and then click Edit .
   3. In the side panel that appears, perform the following:
      1. (Optional) Select the division from the Division list.
      2. Select an external source from the External Source list. The external source that you select from the list must be valid and active, otherwise you see a warning icon in the External Source column for the corresponding deployment.
      3. Under Identity Resolution, select the Activate Identity Resolution box, if you want to perform identity resolution for web events. By default, this toggle switch is off for standard messengers. 
      4. (Optional) Under Merge Contacts, if you want to perform automated merging based on identifiers captured in web and mobile app tracking, select the Merge and update matched contacts in Web & Mobile App Tracking box.
         Note: The Merge and update matched contacts in the authenticated Web Messenger box is unavailable for web messengers that do not require authentication. If you want to change the current deployment to an authenticated messenger deployment, modify the Messenger Configuration.
      5. Click Save.
   4. For authenticated web messengers:
      1. 1. Navigate to the authenticated web messenger deployment for which you want to enable identity resolution.
         2. From the last right column of the messenger deployment row, click More , and then click Edit .
         3. In the side panel that appears, perform the following:
            1. (Optional) Select the division from the Division list.
            2. Select an external source from the External Source list. The external source that you select from the list must be valid and active. If authentication is turned on in messenger configuration and an external source is not selected, a warning icon is displayed in the External Source column. 
            3. Under Identity Resolution, select the Activate Identity Resolution box, if you want to perform identity resolution for web events from authenticated web messengers. By default, this toggle switch is on for authenticated web messengers.
            4. (Optional) Under Merge Contacts, select the Merge and update matched contacts in the authenticated Web Messenger box.
            5. Click Save.
               Note:

               • For more information about external sources, see Work with external sources.
               • For more information about identity resolution for authenticated web messaging, see Authenticated web messaging quick start guide.
               • For more information about how identities are resolved and contacts are merged, see Enable auto-merge to automatically merge contacts.

To configure identity resolution for email, perform the following steps:

1. Click Email.
2. Select the domain from the Domain list. The inbox list for both inbound and outbound emails appears.
3. Navigate to the inbox for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
4. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 

To configure identity resolution for SMS, perform the following steps:

1. Click SMS.
2. Navigate to the required SMS number for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
3. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 

1. Click Messaging Platforms.
2. Select the messaging platform from the Messaging integration type list. Facebook Messenger, WhatsApp, X (Twitter), Open Messaging, Instagram, and Apple Messages are currently supported.
3. Navigate to the required configuration for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
4. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 
   Note: For Open Messaging configurations, you must select an External Source from the Edit Messaging Platform dialog box. The selected external source is used as an identifier in the identity resolution algorithm when resolving an external contact. For more information about external sources, see Work with external sources.

1. Click Call from Queue.
2. Navigate to the required queue for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
3. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list. 

1. Click Identity Graph Operations.
2. In the Auto-merge Contacts section, to turn on auto-merge duplicate contacts, click the toggle for Merge duplicate contacts automatically.
   • When auto-merge is turned off (default): The scan identifies duplicate clusters and updates both the Scan History table and the notification banner in the External Contacts and Organizations page, but does not merge contacts.
   • When auto-merge is enabled: The scan identifies duplicate clusters and automatically merges them during the run.
3. Review the Scan History table before you enable auto-merge for your organization. The Scan History table shows the complete background scan for the last 14 days with the following information:
   • Date of Scan – Date of the completed scan.
   • Total Clusters – The total number of clusters, or duplicate contact groups of 2–10 contacts, identified during the scan.
   • Merge Successes – The number of clusters successfully merged. Displays zero when auto-merge is turned-off.
   • Merge Failures – The number of clusters that failed to merge due to operational or system errors. Displays zero when auto-merge is turned-off.
     Notes:

     • The auto-merge setting is applicable across the organization, including divisions. The feature does not include division-level control.
     • The changes take effect immediately for the next scheduled daily scan.
     • When you disable the toggle, future automated merges stop. However, this action does not revert previously completed merges.
     • You can also programmatically retrieve scan-level results and cluster details via the Genesys Cloud Preview APIs.
     • The total clusters reflect the duplicates found, not the duplicates merged.
     • The day’s scan reflects if automatic merging is turned on partway through the day. You do not need to trigger the scan manually.
     • Only the most recent 14 days of scan results are retained and shown.
     • If no scan has run yet for the organization, the table shows No scan history available yet message.
     • If the scan history fails to load, the table shows a No data available message along with an on-screen notification (“Failed to load Scan History – Something went wrong”) and an option to refresh the page.