Edit a contact

AI-generated summary

Genesys Cloud allows users to edit contact information through the External Contacts interface, requiring specific permissions included in the Employee role. Users can modify contact details they created but cannot edit Salesforce-imported contacts or change contact divisions. The system supports accessing contacts through Directory > External Contacts or Menu > Contacts > External Contacts and Organizations, with search and division filtering capabilities. Contact phone numbers should follow E.164 format for searchability, with a default country code of +1 (US) that administrators can modify. The platform does not support extension-only numbers. Changes are saved through Save or Save and Close options, with the ability to manage additional notes.

PrerequisitesClick to expand

Note: You can edit all the information for contacts that you created in External Contacts. You cannot edit information for contacts that you imported from Salesforce. You cannot edit the division of an External Contact. If you want to change the division, you must delete the contact record and recreate it with required division assignment.

Click Directory > External Contacts.
Click Menu > Contacts > External Contacts and Organizations.
If necessary, search for the contact. You can also use the Filter by Division drop-down menu to retrieve contacts only from a particular division.
Click the row that contains the contact you want to edit.
Click Edit Contact.
Update the information.
Notes:
- Genesys recommends that you enter the full E.164 number. You can add non-E.164 numbers to any field, but they are not searchable. Genesys Cloud does not support extension-only numbers.
- Genesys Cloud’s default country code is +1 for the United States; however, your admin can change that setting.
Click Save or Save and Close.
Optionally manage notes.

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Edit a contact