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I have a group of agents that work primarily just email. Starting around 7/7/25, the agents started getting an "Error Getting Conversation: There was an error getting the conversation details" notification when working through an email queue and the Profile panel displayed an error, and this is still happening. Care tells me it is because the participant email address is not in External Contacts. However, we have never or will ever store participant data in External Contacts (rather we use External Contacts like a phonebook for transferring interactions), so why this error began earlier this month doesn't seem related unless there was a Genesys update around that time. The only external contacts permission the agents have is the view permission (and none of their permissions have changed for several months), and prior to this error starting, the Profile tab would load the participant email address without issue. We do not utilize the single customer view capabilities and agents do not have the permission to add contacts, which has been the case since the single customer view feature was introduced. We opted in to the multi-contextual panel workspace in March so again, not a recent change. Agents are using the most recent version of the desktop app. 

Wondering if anyone else has encountered this and how they were able to resolve it.

I have a group of agents that work primarily just email. Starting around 7/7/25, the agents started getting an "Error Getting Conversation: There was an error getting the conversation details" notification when working through an email queue and the Profile panel displayed an error, and this is still happening. Care tells me it is because the participant email address is not in External Contacts. However, we have never or will ever store participant data in External Contacts (rather we use External Contacts like a phonebook for transferring interactions), so why this error began earlier this month doesn't seem related unless there was a Genesys update around that time. The only external contacts permission the agents have is the view permission (and none of their permissions have changed for several months), and prior to this error starting, the Profile tab would load the participant email address without issue. We do not utilize the single customer view capabilities and agents do not have the permission to add contacts, which has been the case since the single customer view feature was introduced. We opted in to the multi-contextual panel workspace in March so again, not a recent change. Agents are using the most recent version of the desktop app. 

Wondering if anyone else has encountered this and how they were able to resolve it.

Hello Emily,

Is this specific to the desktop app? Do you get this error on the web version?

Cheers, 

I have a group of agents that work primarily just email. Starting around 7/7/25, the agents started getting an "Error Getting Conversation: There was an error getting the conversation details" notification when working through an email queue and the Profile panel displayed an error, and this is still happening. Care tells me it is because the participant email address is not in External Contacts. However, we have never or will ever store participant data in External Contacts (rather we use External Contacts like a phonebook for transferring interactions), so why this error began earlier this month doesn't seem related unless there was a Genesys update around that time. The only external contacts permission the agents have is the view permission (and none of their permissions have changed for several months), and prior to this error starting, the Profile tab would load the participant email address without issue. We do not utilize the single customer view capabilities and agents do not have the permission to add contacts, which has been the case since the single customer view feature was introduced. We opted in to the multi-contextual panel workspace in March so again, not a recent change. Agents are using the most recent version of the desktop app. 

Wondering if anyone else has encountered this and how they were able to resolve it.

It is the desktop application. Another interesting wrinkle is that I have not been able to recreate the issue under the exact same conditions and with a test user accounts with the exact same permissions. I feel like there must be something else at play here but can't quite put my finger on it. Could the length of time the interactions have been waiting in queue factor in? 

Hello Emily,

Is this specific to the desktop app? Do you get this error on the web version?

Cheers, 

I have a group of agents that work primarily just email. Starting around 7/7/25, the agents started getting an "Error Getting Conversation: There was an error getting the conversation details" notification when working through an email queue and the Profile panel displayed an error, and this is still happening. Care tells me it is because the participant email address is not in External Contacts. However, we have never or will ever store participant data in External Contacts (rather we use External Contacts like a phonebook for transferring interactions), so why this error began earlier this month doesn't seem related unless there was a Genesys update around that time. The only external contacts permission the agents have is the view permission (and none of their permissions have changed for several months), and prior to this error starting, the Profile tab would load the participant email address without issue. We do not utilize the single customer view capabilities and agents do not have the permission to add contacts, which has been the case since the single customer view feature was introduced. We opted in to the multi-contextual panel workspace in March so again, not a recent change. Agents are using the most recent version of the desktop app. 

Wondering if anyone else has encountered this and how they were able to resolve it.

This is interesting. I want to make sure I got the behavior correct. What you are seeing:

• Error occurs specifically in the Profile panel when working with email queue interactions
• You cannot reproduce the issue with test accounts having identical permissions. 
• The way you have your environment you dont use external contacts for participant data storage
• Agents only have view permissions for external contacts
• You opted into multi-contextual panel workspace in march 
• This only happens in the desktop app

Please let me know if I missed anything. 

I can think of a couple of things that could be causing this, but this seems to be a complex issue. I am going to list my thoughts in bullet point so they don't get lost and it helps me stay organized LOL. 

• As you have already been with customer care and they said could be because of the participant email not being in the external contacts, I am thinking there could be a new dependency between the Profile panel and external contacts that wasnt present before the July 7th update.
• I am thinking that reason you can reproduce this issue suggests there might be cache-related issues with accounts or session management differences or as you stated interaction queue timing factors. 

With these in mind I do have some recommendations you could try:

• Check if clearing the desktop application cache helps resolve the issue
• Keep track if the error occurs more frequently with interactions that have been in the queue longer
• Document specific patterns of when this error occurs (time of day, specific email domains, time in queue, etc.)

Given that this started around July 7th and coincides with platform updates. I know you already worked with care but it might be worth re-opening or creating a new ticket with the care team so this can get looked at and escalated as needed. I would also provide care with everything above and also specific conversation ids where this occurs, screen shots of the error, timeline of when agents first see the error during their shift, whether clearing the cache and/or restarting the desktop app temporarily resolved the issue. 

Also if you do this please feel free to come back here and post the ticket number so I can track it internally. 

Cheers, 

It is the desktop application. Another interesting wrinkle is that I have not been able to recreate the issue under the exact same conditions and with a test user accounts with the exact same permissions. I feel like there must be something else at play here but can't quite put my finger on it. Could the length of time the interactions have been waiting in queue factor in? 

Hello Emily,

Is this specific to the desktop app? Do you get this error on the web version?

Cheers, 

I have a group of agents that work primarily just email. Starting around 7/7/25, the agents started getting an "Error Getting Conversation: There was an error getting the conversation details" notification when working through an email queue and the Profile panel displayed an error, and this is still happening. Care tells me it is because the participant email address is not in External Contacts. However, we have never or will ever store participant data in External Contacts (rather we use External Contacts like a phonebook for transferring interactions), so why this error began earlier this month doesn't seem related unless there was a Genesys update around that time. The only external contacts permission the agents have is the view permission (and none of their permissions have changed for several months), and prior to this error starting, the Profile tab would load the participant email address without issue. We do not utilize the single customer view capabilities and agents do not have the permission to add contacts, which has been the case since the single customer view feature was introduced. We opted in to the multi-contextual panel workspace in March so again, not a recent change. Agents are using the most recent version of the desktop app. 

Wondering if anyone else has encountered this and how they were able to resolve it.