Genesys Cloud CX

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  • 1.  External Contacts, separating groups

    Posted 06-10-2019 21:33
    Hi All
    I am curious to know if the external contacts function allows or permits to limit which divisions see which contacts?
    For example if you were using it for both your Business and Consumer customers, how do you separate it so that consumer agents don't enter or connect to a business customer?
    Is that possible?


    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud

  • 2.  RE: External Contacts, separating groups

    Posted 06-12-2019 12:07
    I was told that this was not possible at this time.

    Global PureCloud System Owner

  • 3.  RE: External Contacts, separating groups

    Posted 01-13-2022 10:04
    Hi Brenda  / Genesys

    Do you know if there has been any update on this?

    It seems like a possible solution would be to add a Division field to the Bulk Upload CSV file, or to be able to Filter by account info or Customer Location and then apply a division to those contacts after the fact which will limit visibility to the contacts to agents of the same division.

    Curious to know if this has been considered or put forward as a possible enhancement request in the meantime?

    Thanks a mil


    Joe keenan
    Zimmer, Inc.