Use an External Id to connect web and mobile app events to voice calls

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Genesys Cloud enables connection of web and mobile app events to voice calls through the use of external Ids, which are unique organizational identifiers such as account IDs or usernames. External Ids function as identifiers within the Identity Resolution algorithm to resolve incoming interactions with external contacts across multiple channels, distinguishing them from custom fields by their automatic linking capability. Organizations configure digital user tracking using the Messenger JavaScript SDK for web applications and the Messenger Mobile SDK for Android and iOS applications to capture external Ids within event commands and methods. The system then applies identity resolution based on configured settings for the Web Messaging & User Tracking channel, utilizing the external Id in conjunction with division and external source parameters. All external Ids must be associated with an external source, and this functionality integrates with Customer Relationship Management systems (CRMs) and Customer Data Platforms (CDPs) to maintain unified contact identification across organizational systems.

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This article describes how web and mobile app events can be connected to voice calls by using external Id.

External Ids are unique identifiers such as account Id or user name that are used internally within an organization to identify a contact across the organization’s systems such as Customer Relationship Management systems (CRMs), or Customer Data Platforms (CDPs). In Genesys Cloud, external Ids are used as an identifier in the Identity Resolution algorithm to resolve the incoming interactions with the external contacts across channels. This identifier differs from custom fields where an identifier Id is stored but is not used to link interactions automatically.

To capture these external Ids from a web event or a mobile app event, configure digital user tracking with the Messenger JavaScript SDK for web and the Messenger Mobile SDK for app (Android and iOS) to include them in your event commands and methods. The external Id is then used with division and external source to perform identity resolution based on identity resolution configuration for Web Messaging & User Tracking channel.

Note: All external Ids must relate to an external source. For more information about external sources, see .

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