Configure identity resolution for different channels

AI-generated summary

Genesys Cloud automatically uses the identity resolution algorithm to link a contact to an existing contact record when an interaction begins. To enable identity resolution for a channel, go to the Admin page, click Identity Resolution under Directory, click the channel's tab, and enable the toggle button under Identity Resolution for the channel-specific configuration entity. Supported channels are Inbound Call, Web Messenger, Email, SMS, Messaging Platforms, and Call from Queue. You can also set the external source for identity resolution of channels like Open Messaging integrations, assign a division to external contacts created by identity resolution based on the division mapped to the channel, and more.

Feature coming soon: Support for the authenticated web messaging channel in the single customer view feature release is temporarily disabled. Please check Genesys Cloud – Features coming soon for updated availability information.

PrerequisitesClick to expand

The following permissions:

To associate contact to an interaction: External Contacts > Conversation > Associate
To view interactions based on division: Analytics > Agent Conversation Detail > View (for agents)
To view interactions based on division: Analytics > Conversation Detail > View (for admins and supervisors)
To view interactions for a contact across all divisions: External Contacts > Conversation > View All (for admins and supervisors)
To create a contact: External Contacts > Contact > Add
To view a contact: External Contacts > Contact > View
To update a contact: External Contacts > Contact > Edit
To delete a contact: External Contacts > Contact > Delete
To see a contact's journey: External Contacts > Session > View
To promote an auto-created contact to a curated contact (Add to contacts): External Contacts > Identity > Promote
To merge an auto-created contact to an existing curated contact: External Contacts > Identity > Merge
To edit workitems: Workitems > Workitem > Edit
To view workitems: Workitems > Worktype > View

When an interaction begins, Genesys Cloud automatically uses the algorithm to link the contact to an existing contact record. For more information about contact types created as part of identity resolution, see Contact identification overview.

To enable identity resolution for a channel, do the following:

Click Admin.
Under Directory, click Identity Resolution. The Identity Resolution page appears.
Click Menu > Contacts > Identity Resolution.
Configure identity resolution for the following channels.

The following section describes the criteria used in the identity resolution algorithm for various interaction channels. For more information about how an identity is resolved in organizations that use divisions, see Identity Resolution by divisions.

Inbound CallClick to expand

Web MessengerClick to expand

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

Click Web Messenger.
For standard web messengers:
1. Navigate to the web messenger deployment for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
2. (Optional) Click Edit , and in the dialog box that appears, select the division from the Division list.
  - The External Source field in the Edit Web Messaging dialog box is disabled for web messengers that doesn’t require authentication.
  - The toggle button in the Merge Contacts column is disabled for web messengers that doesn’t require authentication.
For authenticated web messengers:
1. Navigate to the authenticated web messenger deployment for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution toggle column.
2. Toggle the button in the Merge Contacts column.
3. Click Edit , and in the dialog box that appears, select the following:
  1. (Optional) A division from the Division list.
  2. An external source from the External Source list. 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. This field is disabled for standard web messengers.
    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.

EmailClick to expand

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

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

SMSClick to expand

Messaging PlatformsClick to expand

To configure identity resolution for messaging platforms, perform the following steps:

Click Messaging Platforms.
Select the messaging platform from the Messaging integration type list. Facebook Messenger, WhatsApp, X (Twitter), Open Messaging, Instagram, and Apple Messages are currently supported.
Navigate to the required configuration for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
(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.

Call from QueueClick to expand

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 an external contact when they're manually created.

Click Admin.
Under Directory, click Identity Resolution.
Click Menu > Contacts > Identity Resolution.
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. When a division is not mapped in the Identity Resolution table, enabling this setting allows users to manually assign a division to a new contact that is created from the Profile Panel.
- To allow users to assign a division from the Directory > External Contacts > External Contacts and Organizations page, 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 Directory > External Contacts > Add > Create Contact. Menu > Contacts > External Contacts and Organizations. Then, click Add > Create Contact.

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Configure identity resolution for different channels View summary

Allow manual assignment of divisions to a new external contact

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Configure identity resolution for different channels