Hello Mohamed,
I agree with Phaneendra and, adding a point, from what I've observed in the documentation and in practice, Identity Resolution usually automatically links contacts when the interaction begins with a clear channel identifier (for voice, typically the caller's phone number). This is why incoming calls are often automatically linked.
In outbound manual dialing, the interaction starts on the agent's side, and the dialed number isn't always processed by the same identity resolution workflow. Therefore, the profile panel may only suggest the contact and require the agent to click "Select" to associate it.
Automatic linking usually occurs when the outbound interaction originates from a contact list in an outbound campaign, a call initiated directly from the external contact record, and an integration that already provides the externalContactId context.
Therefore, if Identity Resolution is already enabled and working for inbound calls, what you're seeing with manual outbound calls is generally expected behavior, not a configuration issue.
There is a workaround, but I confess I've never tested it; I remember seeing it in a forum some time ago.
If you have access to the client's conversationId and participantId (for example, through a script, CRM integration, or middleware), you can call the Conversations API to explicitly associate the External Contact with the interaction:
POST /api/v2/conversations/{conversationId}/participants/{participantId}/externalcontacts
Body example:
{
"externalContactId": "your-contact-id"
}
This forces the interaction to be linked to the External Contact automatically, so the agent does not need to click Select in the profile panel.
You could run an API as soon as the script is loaded, but since calls need to go through a queue, OR you need to have a trigger using the "conversation user start" event to do that.
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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