View an external contact’s profile

To view a contact’s profile from the Profile panel when you are handling an interaction, do the following:

1. Click Profile . The Profile panel appears.
2. You can view the basic information of a contact by navigating to the following tabs:
   • Details tab – displays personal information such as phone number, email address, social channels, and so on.
   • Notes tab – displays notes created for the contact.
   • Organization tab – displays contact information of the organization that is linked to the contact. You can also manage notes for the organization.
3. When you are handling an interaction, you can edit a few fields from the Profile panel. For more information, see edit a contact.

To view a contact’s profile anytime without being in an interaction, do the following:

1. Click Directory > External Contacts.
2. Search for a contact. You can also use the Filter by Division drop-down menu to retrieve contacts only from a particular division.
   Note: If the search result returns more than 1000 contacts, Genesys Cloud prompts you to refine your search.
3. Click the name of the contact that you want to view. The following details of a contact are displayed in view mode:
   • Division label (only when division is assigned)
   • The Contact Summary section displays details such as name, organization, email, address, and social channels
   • Interaction history
   • Custom Contact Types / Custom Fields
   • Notes
4. To modify the contact details, click Edit Contact.