Genesys Cloud - Main

Hi Experts,

I am currently working on web messaging and have created an external contact. However, when I receive an incoming web message from the same contact, Genesys does not automatically recognize it. The agent has to manually search for and assign the contact. Is this the expected behavior? For voice and email interactions, the same contact is automatically identified without any issues. I am attaching a screen shot of the agent screen.

#DigitalChannels

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Karthik Ageer
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Hello Karthik,

I do not believe that web messaging should operate any differently. I would recommend doublechecking your configuration. You may need to raise a case with Customer Care to see if that does not work.

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Jason Kleitz
Online Community Manager/Moderator
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