Genesys Cloud - Main

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 channels. Instagram now appears in the External Contact management interface, the Agent’s Profile panel, and in the Customer Journey view. This support helps agents associate Instagram interactions with new and existing contacts, view past interactions.

Read more:

• Identity Resolution by divisions
• Add or modify an external contact's messaging channel information
• View an interaction’s customer journey
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/may-12-2025/

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