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  • 1.  External Contact - Automating interaction linking

    Posted 11 hours ago

    Hello Team,

    I am facing an issue with External Contacts for outbound interactions.

    For inbound calls, I am able to successfully create and associate an external contact with the caller's number. As a result, any subsequent inbound calls are automatically linked to this contact.

    However, when making an outbound call to the same contact, the external contact appears in the profile panel, and the agent is required to manually link it by clicking "Select."

    Identity resolution is enabled, and no issues have been identified in the configuration. Could you please advise if there is a way to automate this behavior, or confirm whether this is a system limitation?

    Best regards,


    #Implementation
    #Outbound
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Mohamed Elberry
    Senior Genesys System Engineer
    ------------------------------


  • 2.  RE: External Contact - Automating interaction linking
    Best Answer

    Posted 9 hours ago

    Hi Mohamed,

    Reading this note from the Resource Center, from my understanding this looks more like a current outbound behavior than a configuration issue:

    "Journey information is only available for outbound voice calls outside of a queue when agents select a contact's phone number from the type-ahead search results, rather than entering a raw number into the dial pad."

    It may be worth testing by initiating the call from the contact/type-ahead search rather than manually entering the number.

    Link:

    https://help.mypurecloud.com/articles/view-an-interactions-customer-journey/

    Hopefully someone from the community may also have a workaround they can share.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 3.  RE: External Contact - Automating interaction linking

    Posted 7 hours ago
    Edited by Kaio Oliveira 7 hours ago
    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.



    ------------------------------
    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.
    ------------------------------

    Original Message


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