Configure identity resolution for different channels

AI-generated summary

Genesys Cloud automatically links contacts from incoming interactions to existing contact records across multiple channels using an identity resolution algorithm, streamlining customer identification and contact management. Administrators enable this feature through the Identity Resolution sub menu under the Contacts menu and configure it on a per-channel basis. The platform supports identity resolution across Inbound Call, Web Messenger (authenticated and non-authenticated), Email, SMS, Messaging Platforms (Facebook Messenger, WhatsApp, X, Open Messaging, Instagram, and Apple Messages), and Call from Queue. Configuration requirements vary by channel. Based on the configuration, the system automatically assigns divisions to external contacts created through identity resolution based on channel-mapped divisions in Open Messaging integrations. When automatic assignment fails, manual division assignment is available as a configurable option through the Interactions Profile Panel or External Contacts page, both disabled by default. Warning icons display when required external sources are invalid or inactive. Managing identity resolution requires specific permissions including External Contacts management capabilities (Conversation Associate, Contact Add/View/Edit/Delete, Identity Promote/Merge, Session View), Analytics access for viewing interactions by division, and Workitems editing capabilities. Users can assign divisions through the Profile Panel within Interactions (agents) or the External Contacts and Organizations page (administrators), with manual division assignment available only when Identity Resolution division mapping does not apply to the interaction, such as for unsupported channels or interaction types.

PrerequisitesClick to expand

The following permissions:

To associate contact to an interaction: External Contacts > Conversation > Associate
To view interactions based on division: Analytics > Agent Conversation Detail > View (for agents)
To view interactions based on division: Analytics > Conversation Detail > View (for admins and supervisors)
To view interactions for a contact across all divisions: External Contacts > Conversation > View All (for admins and supervisors)
To create a contact: External Contacts > Contact > Add
To view a contact: External Contacts > Contact > View
To update a contact: External Contacts > Contact > Edit
To delete a contact: External Contacts > Contact > Delete
To see a contact's journey: External Contacts > Session > View
To promote an auto-created contact to a curated contact (Add to contacts): External Contacts > Identity > Promote
To merge an auto-created contact to an existing curated contact: External Contacts > Identity > Merge
To edit workitems: Workitems > Workitem > Edit
To view workitems: Workitems > Worktype > View

When an interaction begins, Genesys Cloud automatically uses the algorithm to link the contact to an existing contact record. For more information about contact types created as part of identity resolution, see Contact identification overview.

To enable identity resolution for a channel, do the following:

Click Admin.
Under Directory, click Identity Resolution. The Identity Resolution page appears.
Click Menu > Contacts > Identity Resolution.
Configure identity resolution for the following channels.

The following section describes the criteria used in the identity resolution algorithm for various interaction channels. For more information about how an identity is resolved in organizations that use divisions, see Identity Resolution by divisions.

Inbound CallClick to expand

Web Messaging & User TrackingClick to expand

To configure identity resolution for messenger deployments (both standard and authenticated web messaging), perform the following steps:

Click Web Messaging & User Tracking.
For standard web messengers:
1. Navigate to the web messenger deployment for which you want to enable identity resolution.
2. From the last right column of the messenger deployment row, click More and then click Edit .
3. In the side panel that appears, perform the following:
  1. (Optional) Select the division from the Division list.
  2. Select an external source from the External Source list. The external source that you select from the list must be valid and active, otherwise you will see a warning icon in the External Source column for the corresponding deployment.
  3. Under Identity Resolution, select the Activate Identity Resolution box, if you want to perform identity resolution for web events. By default, this toggle switch is off for standard messengers.
  4. (Optional) Under Merge Contacts, if you want to perform automated merging based on identifiers captured in web and mobile app tracking, select the Merge and update matched contacts in Web & Mobile App Tracking box.
    Note: The Merge and update matched contacts in authenticated Web Messenger box is unavailable for web messengers that do not require authentication. If you want to change the current deployment to an authenticated messenger deployment, modify the Messenger Configuration.
  5. Click Save.
4. For authenticated web messengers:
  1. 1. Navigate to the authenticated web messenger deployment for which you want to enable identity resolution.
    2. From the last right column of the messenger deployment row, click More , and then click Edit .
    3. In the side panel that appears, perform the following:
      1. (Optional) Select the division from the Division list.
      2. Select an external source from the External Source list. The external source that you select from the list must be valid and active. If authentication is turned on in messenger configuration and an external source is not selected, a warning icon is displayed in the External Source column.
      3. Under Identity Resolution, select the Activate Identity Resolution box, if you want to perform identity resolution for web events from authenticated web messengers. By default, this toggle switch is on for authenticated web messengers.
      4. (Optional) Under Merge Contacts, select the Merge and update matched contacts in authenticated Web Messenger box.
      5. Click Save.
        Note:
        For more information about external sources, see Work with external sources.
        For more information about identity resolution for authenticated web messaging, see Authenticated web messaging quick start guide.
        For more information about how identities are resolved and contacts are merged, see Enable automerge to automatically merge contacts.

EmailClick to expand

To configure identity resolution for email, perform the following steps:

Click Email.
Select the domain from the Domain list. The inbox list for both inbound and outbound emails appears.
Navigate to the inbox for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
(Optional) Click Edit , and in the dialog box that appears, select the division from the Division list.

SMSClick to expand

Messaging PlatformsClick to expand

To configure identity resolution for messaging platforms, perform the following steps:

Click Messaging Platforms.
Select the messaging platform from the Messaging integration type list. Facebook Messenger, WhatsApp, X (Twitter), Open Messaging, Instagram, and Apple Messages are currently supported.
Navigate to the required configuration for which you want to enable identity resolution, turn on the toggle button in the Identity Resolution column.
(Optional) Click Edit , and in the dialog box that appears, select the division from the Division list.
Note: For Open Messaging configurations, you must select an External Source from the Edit Messaging Platform dialog box. The selected external source is used as an identifier in the identity resolution algorithm when resolving an external contact. For more information about external sources, see Work with external sources.

Call from QueueClick to expand

Allow manual assignment of divisions to a new external contact

The Identity Resolution table holds a division mapping for various communication channels that automatically assigns a division in an incoming interaction that traverses through the corresponding channel. In scenarios where division cannot be automatically assigned, you can allow users to manually assign a division for external contacts when they're manually created.

Click Menu > Contacts > Identity Resolution.
Under Allow users to manually assign a division to new contacts without an auto-assigned division, perform one of these steps:

- To allow users to assign a division from Profile Panel, enable the toggle button in Interactions > Profile Panel. By default, this setting is turned off. Manual division assignment from the Profile Panel is available only when Identity Resolution division configuration does not apply to the interaction, such as for channels or interaction types that are currently not supported by identity resolution.
- To allow users to assign a division from the Menu > Contacts > External Contacts and Organizations page, enable the toggle button in the External Contacts page. By default, this setting is turned off. To allow users to manually assign a division to a new contact, click Menu > Contacts > External Contacts and Organizations. Then, click Add > Create Contact.

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