View an external contact’s profile
AI-generated summary
Genesys Cloud enables users to view and manage external contact profiles through the Profile panel or External Contacts and Organizations page, requiring the "External Contacts > Contact > View" permission. Users can access comprehensive contact information across multiple tabs including Details (displaying phone, email, and social channels), Notes, and Organization information, with support for social messaging channels such as X (Twitter), WhatsApp, Facebook, Line, and Instagram that display user handles, names, or IDs/phone numbers in priority order. Contact profiles are accessible during active interactions or independently through the Directory, with the interface displaying division labels, contact summaries, interaction history, custom fields, and notes. The system allows users to filter contacts by division, though searches exceeding 1000 results require refinement, and provides profile editing capabilities during interactions via a dedicated "Edit Contact" button with social channel information consistently displayed across both the Profile panel and External Contacts page. Beyond viewing, Genesys Cloud's comprehensive contact management system includes the ability to edit contact profiles, manage client and organization profiles, create and edit notes for contacts, delete contacts, and access external contact information directly from the Interactions panel. The platform supports WhatsApp-specific phone number functionality and emphasizes maintaining a single customer view across all interactions while providing community support for additional questions and ensuring privacy compliance through documented privacy policies.
The following permission:
- External Contacts > Contact – View permission
You can view an external contact’s profile information from one of the following places:
- Profile panel
- The External Contacts and Organizations page
To view a contact’s profile from the Profile panel when you are handling an interaction, do the following:
- Click Profile . The Profile panel appears.
- You can view the basic information of a contact by navigating to the following tabs:
- Details tab – displays personal information such as phone number, email address, social channels, and so on.
- Notes tab – displays notes created for the contact.
- Organization tab – displays contact information of the organization that is linked to the contact. You can also manage notes for the organization.
- When you are handling an interaction, you can edit a few fields from the Profile panel. For more information, see edit a contact.
To view a contact’s profile anytime without being in an interaction, do the following:
- Click Menu > Contacts > External Contacts and Organizations.
- Search for a contact. You can also use the Filter by Division drop-down menu to retrieve contacts only from a particular division. Note: If the search result returns more than 1000 contacts, Genesys Cloud prompts you to refine your search.
- Click the name of the contact that you want to view. The following details of a contact are displayed in view mode:
- Division label (only when division is assigned)
- The Contact Summary section displays details such as name, organization, email, address, and social channels
- Interaction history
- Custom Contact Types / Custom Fields
- Notes
- To modify the contact details, click Edit Contact.
Manage social channel information
Genesys Cloud supports the following messaging channels: X (Twitter), WhatsApp, Facebook, Line, and Instagram. The social channel details available for a contact are displayed in the Profile panel and the External Contacts and Organizations page.
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