Genesys Cloud enables users to add external organizations to their contact directory through the Directory > External Contacts > Organizations tab by entering the organization name and optional information. Users must have specific permissions including External Contacts > External Organization > Add, View, and Edit, plus External Contacts > settings > Edit. The process involves typing the organization name in the Add Organization form, selecting and associating a division (or leaving it unassigned), optionally applying custom fields based on organization type, and saving the organization. After creation, users can add contacts, manage relationships, and maintain notes associated with the organization. Only divisions accessible to the user appear in the division list; administrators should be contacted if a required division is unavailable.
The following permissions:
External Contacts > External Organization > Add
External Contacts > External Organization > View
External Contacts > External Organization > Edit
External Contacts > settings > Edit
Click Menu > Contacts > External Contacts and Organizations.
Click the Organizations tab.
Click Add New and then click Add Organization.
Type the organization’s name in the Add Organization form. Other Organization Information fields are optional.
Select a Division and associate it to the organization. Leave the division as unassigned if you do not want to associate any division to the organization.
Note: The divisions that appear in the list are the ones for which you have permission to access. If you do not see a division in the list, contact your administrator.
To use custom fields, from the Organization Type list, click the organization type and complete the custom organization fields.