ciwe | 2023-03-31 12:25:32 UTC | #1
Hello,
when a customer called the first time with an ANI automatically an contact with a specific id is created for that contact in Genesys Cloud. I can see that externalContactId in the conversation details for an example conversation. Everytime when the same ANI is calling again the same external contact is assigned automatically.
participants: [{ externalContactId: "087e2156-ca87-4695-9d8f-9dbabaca0406", participantId: "1ebd122f-e275-4283-a900-293b5374e661", participantName: "Mobile Number, Switzerland", purpose: "external"
When I search for that externalContactId over API I can find a external contact (GET /api/v2/externalcontacts/contacts/{contactId} even when I not really created an External Contact with that ANI over the Genesys Cloud GUI.
My question is how long this externalContactId is really persistent in the system especially when a caller with one ANI only calls once and then never again. How long that "internal contact" would be persistent in the system? Is there a purge mechanism so that Genesys Cloud automatically delete such old contacts after a specific time frame (3 month, 1 year, ...)? Or is this contact persistent forever?
Thanks a lot and best regards, Christian.
tim.smith | 2023-04-10 20:18:36 UTC | #2
Like diamonds, contacts are forever.
PKS | 2023-04-10 23:14:34 UTC | #3
Hi Christian,
See one of my older posts around external contacts.. https://developer.genesys.cloud/forum/t/single-customer-view-contact-merging-identity-management/16677
Also the blog post is decent https://developer.genesys.cloud/blog/2022-07-15-single-customer-view/
this should help round out your view. Why Genesys doesn't purge those other IDs afte X period of time makes no sense to me. They really truly are only used for the cookie driven approach, which would live in a customer's browser for a year (https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/localStorage)
system | 2023-05-11 23:14:42 UTC | #4
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