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  • 1.  How to pop external contact with Open Messaging

    Posted 09-09-2022 12:46
    In the resource center, there is this statement:

    Note: For open messaging interactions, Genesys Cloud does not currently automatically search for existing external contacts. You can manually search and link open messaging interactions to contacts.

    Has anyone been successful in popping the external contact when using messaging as a channel?


    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 2.  RE: How to pop external contact with Open Messaging

    Posted 09-26-2023 10:30

    Hello Robert, did you make it work popping external contact with Open message?

    Mario Sanchez
    Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.

  • 3.  RE: How to pop external contact with Open Messaging

    Posted 09-30-2023 09:12

    We did it. We use custom fields received via external system to create or search contact and associate conversation. For this it needed:

    • to define an identifier and set it on Genesys Cloud
    • to receive this identifier as participant data from your external system that interact via open messaging
    • to use in the inbound flow Genesys Cloud API:
      • to search the External Contact based on the identifier
      • to create the External Contact
      • to add conversation to the External Contact (you can do it adding another Genesys API that should retrieve the communicationid)


    Vodafone Omnitel NV

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