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"There was an error getting the contact suggestions" error message on Genesys Cloud client

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  • 1.  "There was an error getting the contact suggestions" error message on Genesys Cloud client

    Posted 08-06-2025 17:22
    No replies, thread closed.

    Starting today (8/6/25), we started having contact center agents report getting the error message "There was an error getting the contact suggestions" pop up on their Genesys Cloud client.  These are agents that take both inbound and outbound calls.  However, I suspect this is occurring on the outbound dialer calls that are presented to them.  Just wondering if anyone else has seen this error recently.

    We are in the Americas (US West) region and I suspect that this is a permissions related error message as today is Wednesday and that is the day that Genesys Cloud releases new features in our region.  Guessing a permission that used to be rolled up with another permission has been broken out into it own permission that we currently do not have enabled for our agents.

    I am going to gather console logs for some of the agents that are reporting this to see if I can isolate what may be causing this.  Once thing I found on a Google search was that the Outbound > Contact List > Modify (assuming they meant "Edit") permission was required if this message appeared.  I do not think granting agents access to edit a contact list is a good idea, so I will keep researching.  I may have to open a case with our support partner if I cannot get this figured out.  Thought I would start at this community site first to see if someone has the solution.  Why reinvent the wheel?


    #Outbound

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    Brent Wiens
    other
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  • 2.  RE: "There was an error getting the contact suggestions" error message on Genesys Cloud client
    Best Answer

    Posted 08-07-2025 03:20
    No replies, thread closed.

    Hi Brent, 

    I cant see anything specifically in the release notes that would change this.  Has there been any changes to the outbound flow that now requires agents to update the contact list?

    Checking the network and console logs should identify if there is a specific API call that is failing and will probably display a 403 error if its because they don't have the specific permission.  On this occasion, it would probably be a good idea to raise it to Genesys Product Support with the logs for them to identify the issue and if anything has changed.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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