Genesys Cloud - Main

Hello,

When using the Genesys Communicate mobile application (Android or iOS), incoming calls display only the caller's phone number. We have tested configuring contacts directly on the mobile device where the application is installed; however, the caller name is still not displayed.

Example:

Inbound call from 6941234567 → Genesys Communicate displays only the phone number, even though this number exists in the device's contact list under the name "Orestis Dimitropoulos".

Our use case is straightforward: users of the mobile application need to be able to identify who is calling, rather than seeing only the caller's phone number.

Has anyone encountered a similar requirement or implemented a solution that enables caller name resolution based on the mobile device's contacts?

We are using Communicate app to receive non-ACD calls.

Best Regards,

Orestis

#Omni-ChannelDesktop/UserInterface
#Other

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Orestis Dimitropoulos
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Hello Orestis,

Unfortunately, this is a limitation with the current version of the mobile Communicate application. There is a idea in the Product Ideas Lab that is currently In Development. This enhancement would allow users to see the caller's name instead of just the phone number. I would highly recommend voting and commenting on that idea so that you can be alerted of any changes in the development process.

Until this feature is released, users of the Communicate mobile app will only see phone numbers for incoming calls and will need to manually identify callers based on the displayed number.

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Jason Kleitz
Online Community Manager/Moderator
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I am in the process of rolling out Genesys Communicate in our organization as a standalone app for direct calling as a start. i have been able to create an inbound call flow that does pull the caller's name from our external contact directory and display the name on the incoming call pop up in the app. That being said, The contact name does not appear in the call history once it is disconnected. It just displays the word "Transfer" but no caller name of number. There is a development idea that was proposed a while back to display the caller name and number in the call and voicemail history. I have seen videos online that are showing caller names in the call history but I cannot seem to get it to work. I am half way there if someone needs help with the first half or if someone can help me with the second half. Thanks in advance and good luck.

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John Greer
Smiths Detection Inc.
Genesys System Administrator
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Hello John, 

   The External Contact name displaying in Call history will be delivered with part of the SMS Channel support in the Mobile app.  We're targeting that for Q3 of this calendar year.  

Hope this helps clarify what is available today and what is coming,

Jason Wolfgang

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Jason Wolfgang
Senior Manager, Product Management
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Original Message:
Sent: 06-08-2026 11:03
From: John Greer
Subject: Genesys Communicate Mobile App - Caller Name Display

I am in the process of rolling out Genesys Communicate in our organization as a standalone app for direct calling as a start. i have been able to create an inbound call flow that does pull the caller's name from our external contact directory and display the name on the incoming call pop up in the app. That being said, The contact name does not appear in the call history once it is disconnected. It just displays the word "Transfer" but no caller name of number. There is a development idea that was proposed a while back to display the caller name and number in the call and voicemail history. I have seen videos online that are showing caller names in the call history but I cannot seem to get it to work. I am half way there if someone needs help with the first half or if someone can help me with the second half. Thanks in advance and good luck.

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John Greer
Smiths Detection Inc.
Genesys System Administrator
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Thanks Jason! That is good to know!

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John Greer
Smiths Detection Inc.
Genesys System Administrator
------------------------------

Original Message:
Sent: 06-08-2026 12:24
From: Jason Wolfgang
Subject: Genesys Communicate Mobile App - Caller Name Display

Hello John, 

   The External Contact name displaying in Call history will be delivered with part of the SMS Channel support in the Mobile app.  We're targeting that for Q3 of this calendar year.  

Hope this helps clarify what is available today and what is coming,

Jason Wolfgang

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Jason Wolfgang
Senior Manager, Product Management
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Original Message:
Sent: 06-08-2026 11:03
From: John Greer
Subject: Genesys Communicate Mobile App - Caller Name Display

I am in the process of rolling out Genesys Communicate in our organization as a standalone app for direct calling as a start. i have been able to create an inbound call flow that does pull the caller's name from our external contact directory and display the name on the incoming call pop up in the app. That being said, The contact name does not appear in the call history once it is disconnected. It just displays the word "Transfer" but no caller name of number. There is a development idea that was proposed a while back to display the caller name and number in the call and voicemail history. I have seen videos online that are showing caller names in the call history but I cannot seem to get it to work. I am half way there if someone needs help with the first half or if someone can help me with the second half. Thanks in advance and good luck.

------------------------------
John Greer
Smiths Detection Inc.
Genesys System Administrator
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