Hi all,
We're integrating Microsoft Dynamics 365 with Genesys Cloud using the External Contacts API (/organizations/enrich and /contacts/enrich).
We've set up our flow so that Dynamics account records create/update organisations in Genesys Cloud with the externalId set to the Dynamics account's unique identifier (accountID/customerID) along with our externalSource.
Organisation creation example
Endpoint:
POST /api/v2/externalcontacts/organizations/enrich
Body:
{
"division": { "id": "*" },
"matchingIdentifiers": [
{
"division": { "id": "*" },
"type": "ExternalId",
"value": "123", // MSD Account Unique Identifier
"externalSource": {
"id": "d9b55e37-03a3-4b31-b050-980f9bfe10ac",
"active": true
}
}
],
"action": "Upsert",
"externalOrganization": {
"name": "Test Organisation 123",
"schema": { "id": "8c811cc6-003e-40c0-a35c-c38a72534bff", "version": 1, "enabled": true },
"customFields": {
"customer_type_text": "Retail",
"order_day_text": "Tuesday"
},
"externalIds": [
{
"value": "12345", // MSD Account Unique Identifier
"externalSource": {
"id": "d9b55e37-03a3-4b31-b050-980f9bfe10ac",
"active": true
}
}
]
}
}
Contact creation example
Endpoint:
POST /api/v2/externalcontacts/contacts/enrich
Body:
{
"division": { "id": "*" },
"matchingIdentifiers": [
{
"division": { "id": "*" },
"type": "ExternalId",
"value": "77777745", // MSD Contact Unique Identifier
"externalSource": {
"id": "d9b55e37-03a3-4b31-b050-980f9bfe10ac",
"active": true
}
}
],
"action": "Upsert",
"contact": {
"externalOrganization": {
"externalIds": [
{
"externalSource": {
"id": "d9b55e37-03a3-4b31-b050-980f9bfe10ac",
"name": "MSD Data Lake"
},
"value": "12345" // Currently Genesys Cloud Org ID here
}
]
},
"firstName": "Test Link",
"workPhone": { "display": "+27 11 111 1111", "e164": "+27 11 111 1111", "countryCode": "ZA" },
"externalIds": [
{
"externalSource": {
"name": "MSD Data Lake",
"id": "d9b55e37-03a3-4b31-b050-980f9bfe10ac",
"active": true
},
"value": "77777745"
}
],
"schema": { "id": "c4efdd7b-4631-45d7-8a54-e0ca710031e1", "version": 3, "enabled": true },
"customFields": { "contactfunction_text": "Payer" },
"options": { "promote": true }
}
}
The question
When linking the contact to its organisation (contact.externalOrganization), can we supply the organisation's externalId (with the correct externalSource) instead of the Genesys Cloud-generated id?
Goal:
Avoid querying Genesys Cloud for the organisation's id before linking, which would add unnecessary latency and complexity.
Summary of ask:
Does /contacts/enrich support externalOrganization.externalIds lookup, or is externalOrganization.id mandatory for association?
If supported, is there a specific structure or field name needed to resolve by externalId?
#Integrations------------------------------
Princess Maseko
Technical Consultant
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