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  • 1.  Assign External Contact to a customer

    Posted 12-19-2024 07:59
    No replies, thread closed.

    Hi Everyone,

    We are using unauthenticated web messaging, and during the conversation, we collect the customer's email address. If this email matches an external contact, I would like to assign the external contact profile to the customer and display this information in the Profile tab of the interaction.

    How can I achieve this?


    #API/Integrations
    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Karthik Ageer
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  • 2.  RE: Assign External Contact to a customer

    Posted 12-19-2024 11:40
    No replies, thread closed.

    Hi Karthik,

    Interesting idea, hopefully someone in the community can help clarify if this can be achieved when using unauthenticated web messaging.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Assign External Contact to a customer
    Best Answer

    Posted 12-19-2024 15:13
    No replies, thread closed.

    Hi - we have plans to make it easier to update an External Contact, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/CEECM-I-91

    For now this use-case can be solved via External Contacts APIs, which requires a Data Action to be used within your Flow. See more insights here: https://developer.genesys.cloud/commdigital/externalcontacts/contact-merges



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------

    Original Message


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