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Access and promote external contacts directly in Architect

In this video @Mark Bernardo talks about the new functionality with Access and promote external contacts directly within Architect Flow authors can now use a built-in variable to reference externalContactId in Architect flows without needing custom data actions. A new native action...

Library Entry

Instagram support for external contacts identity resolution

In this video @Brian Feeney talks about the Instagram support for external contacts identity resolution. Administrators can now enable identity resolution for Instagram direct messaging, allowing agents and admins to manage Instagram interactions the same way they do for other social...

Library Entry

Division support for external contacts bulk import

In this video @Mark Bernardo talks about division support for external contacts bulk import. Administrators can now assign divisions to contacts during a .csv bulk import in External Contacts. Previously, contacts imported via .csv were assigned to the Unassigned division by default. With...

Library Entry

Display external contact names in call history and voicemail inbox

In this video @Stalin Singh shows us how to display external contact names in call history and voicemail inbox. Agents can now see the first and last names of external contacts in their call history and voicemail inbox. This update provides immediate context about previous interactions,...

Discussion Thread 2

External Contacts: old CSV bulk import experience has now been retired.

Discussion Thread 7

Coming Soon : Enhanced External Contact management via bulk .csv import

Library Entry

External contact management user interface refresh

In this video I review the feature external contact management user interface refresh. External Contacts has a new look and feel. Improvements to the user interface include alignment with the appearance of contact and organization views, a more streamlined process to create and edit contacts...

20231129_CX_Platform Administration_Updated Contact Management UI_RH.mp4

Library Entry

Single Customer View - Demo

In this video, Brian and Guru demonstrates the Single customer view through omnichannel communication. The demo provides interesting information about how the external contacts are identified, curated & stitched through live examples. https://help.mypurecloud.com/articles/single-customer...

20230606-Usecase-SingleCustomerView-Demo_BF_GP_1.mp4

Library Entry

Single Customer View - Introduction

In this video, Brian and Guru discusses the Single customer view, they provide introduction of External contacts, Single Customer view and how webvisits through predictive engagement can be tracked under Single Customer view. https://help.mypurecloud.com/articles/single-customer-view-overview...

20230606-Usecase-SingleCustomerView-Intro_BF_GP.mp4

Discussion Thread 2

External Contacts - internal number