When an interaction begins, Genesys Cloud automatically assigns a division to the external contact based on the division configured in the respective channels for various interaction types such as voice, email, web. Configuring divisions at channel level prevents users from assigning divisions manually and ensures that system-created contacts are immediately assigned to a division.

Configure division for channels for identity resolution

To configure division for various channels, do the following:

1. Click Menu > Contacts > Identity Resolution.
2. To configure division for voice interactions, follow these steps:
   1. Click the Inbound Call tab. The Inbound Call Flow list appears.
   2. Navigate to the required inbound call flow and click Edit .
   3. In the dialog box that appears, select the division from the Division list. The division that is configured here is automatically assigned to the external contact in the incoming voice interaction when it reaches an agent through the selected call flow.
3. To configure divisions for web interactions, follow these steps:
   1. Click the Web Messenger tab. The Deployment list appears.
   2. Navigate to the required web messenger deployment and click Edit . 
   3. In the dialog box that appears, in the Division list, select the division that you want to configure to the web messenger deployment. The division that is configured here is automatically assigned to the external contact in the incoming web messaging interaction when it reaches an agent through the selected web messenger.
      Note: For Authenticated Web Messengers, you can also select an external source. For more details, see Configure identity resolution for different channels.
4. To configure division for email interactions, do the following:
   1. Click the Email tab. 
   2. Select the domain from the Domain drop-down menu. The Inbox list for both inbound and outbound emails appears.
   3. Navigate to the required inbox and click Edit . 
   4. In the dialog box that appears, in the Division list, select the division that you want to configure to the email address. The division that is configured here is automatically assigned to the external contact in the inbound or outbound email interaction.
5. To configure division for SMS interactions, click the SMS tab and do the following:
   1. Click the SMS tab.
   2. Navigate to the required SMS configuration and click Edit . 
   3. In the dialog box that appears, in the Division list, select the division that you want to configure to the SMS configuration. The division that is configured here is automatically assigned to the external contact in the inbound or outbound SMS interaction.
6. To configure division for messaging platform interactions, do the following:
   1. Click the Messaging Platform tab. 
   2. Select the messaging platform from the Messaging integration type drop-down menu. Facebook Messenger, WhatsApp, X (Twitter), Open Messaging, Instagram, and Apple Messages and are currently supported.
   3. Navigate to the required integration and click Edit .
      Note: For the Open Messaging integration type, you can also select an external source. For more details, see Configure identity resolution for different channels.
   4. In the dialog box that appears, in the Division list, select the division that you want to configure to the messaging integration platform, for example, WhatsApp. The division that is configured here is automatically assigned to the external contact in the inbound or outbound messaging interaction through the platform.
7. To configure division for voice interactions arriving from a queue, do the following:
   1. Click the Call from Queue tab. The Queue list appears.
   2. Navigate to the required queue and click Edit .
   3. In the dialog box that appears in the Division list, select the division that you want to configure to the queue. The division that is configured here is automatically assigned to the external contact in the incoming voice interaction when it reaches an agent through the selected queue.

Allow manual assignment of divisions to a new external contact

The Identity Resolution table holds a division mapping for various communication channels that automatically assigns a division in an incoming interaction that traverses through the corresponding channel. In scenarios where division cannot be automatically assigned, you can allow users to manually assign a division for external contacts when they're manually created.

1. Click Menu > Contacts > Identity Resolution.
2. Under Allow users to manually assign a division to new contacts without an auto-assigned division, perform one of these steps:

• • To allow users to assign a division from Profile Panel, enable the toggle button in Interactions > Profile Panel. By default, this setting is turned off. Manual division assignment from the Profile Panel is available only when Identity Resolution division configuration does not apply to the interaction, such as for channels or interaction types that are currently not supported by identity resolution. 
  • To allow users to assign a division from the Menu > Contacts > External Contacts and Organizations page, enable the toggle button in the External Contacts page. By default, this setting is turned off. To allow users to manually assign a division to a new contact, click Menu > Contacts > External Contacts and Organizations. Then, click Add > Create Contact.