Genesys Cloud - Main

Hello everyone,

I'm trying to set up a new custom profile field of the "Identifier" type. I'd like this new field (a 9-digit number) to be viewable in the directory.

Based on my tests, the custom field is searchable from the user interface if the length is less than 9. But if the identifier has more than 9 characters, no results appear in external contacts. 

For example, if the custom field has 8 characters or fewer, I get a result (e.g., 25625625), whereas if it has 9 or more, there are no results (e.g., 256256259).

Do you have any ideas or suggestions regarding this issue? 

#ExternalContacts #ExternalContacts #Custom#Field Identifier

Thanks in advance

Regards,

Hi Mamadou,

This can happen when the UI interprets longer numeric values (9–10 digits) as phone numbers instead of your Identifier field.

A few things to try:

• Search with quotes → "256256259"
• Add a prefix → ID-256256259
• Verify the field is Identifier/Text
• Test via API: GET /api/v2/externalcontacts/contacts?q=256256259

According to the docs, Identifier fields support up to 100 characters and require exact match, so 9 digits should work:
https://help.genesys.cloud/articles/custom-field-types/

Hope this helps and someone might add more to this.