Genesys Cloud - Developer Community!

Hello Genesys Community Members,

We are seeing inconsistent External Contact materialization between inbound-first and outbound-first Open Messaging SMS conversations in the same org and division. Inbound-first conversations correctly resolve and display the customer participant with externalContact data, but outbound-first agentless Open Messaging SMS conversations do not.

Based on the current Genesys Cloud documentation, we understand, Identity Resolution for Open Messaging is designed to work with inbound messages, not outbound-first scenarios. The documentation consistently states: "When a message arrives, the system can automatically match it to an existing contact using the external ID, or create a new identified contact if one doesn't exist."

For outbound-first agentless Open Messaging SMS conversations, this automatic resolution does not occur because Identity Resolution is triggered by inbound messages

A potential workaround, to achieve external contact association on outbound-first conversations, we would need to programmatically associate the external contact using the:

PUT /api/v2/externalcontacts/conversations/{conversationId}

We understand from the documentation that "it links the participant to the exact contact ID given" - meaning we can explicitly associate an existing external contact with the conversation after the outbound message is sent.

#Architect
#PlatformAPI

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Amaresh Kumar
Principal, Business Consulting
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