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  • 1.  External contacts WhatsApp

    Posted 01-28-2025 04:29
    No replies, thread closed.

    Hello


    We are starting to use external contacts and want to create an external contact for each client. 

    We currently have two contact channels: 

    Telephone 

    WhatsApp

    On WhatsApp, customers are served by a bot

    And we have seen in the manual

    Contact identification overview - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Contact identification overview - Genesys Cloud Resource Center
    Contact identification and message channel identifiers Genesys Cloud captures message channel identifiers... [More]
    View this on Genesys Cloud Resource Center >

    With which clients who speak to us on WhatsApp will never be linked

    And I wouldn't be able to know the interactions we have with them.

    Do you know any solution to this?

    Thank you


    #Connect with a Customer (NEW)
    #Roadmap/New Features
    #Unsure/Other

    ------------------------------
    Juan Carlos Fernandez
    ------------------------------


  • 2.  RE: External contacts WhatsApp
    Best Answer

    Posted 01-28-2025 17:29
    No replies, thread closed.

    Hello Juan,

    I'm not sure if we have a way to do accomplish this currently. If someone else in the Community has been able to accomplish this, I would love to hear how they did so. I did see some similar Ideas in the Product Ideas Lab. I would recommend taking a look at some of those Ideas and voting or submitting your own Idea!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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