Enable automerge to automatically merge contacts

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Genesys Cloud's authenticated web messaging enables a single customer view by automatically merging contacts through identity resolution, consolidating different identifiers into one external contact record and linking interactions across supported channels. The platform automatically stitches interactions to existing contacts when identifiers such as phone numbers, email addresses, or social IDs match, allowing agents to view all interactions for a contact across divisions. The system provides four contact types for identity resolution: Identified contacts are auto-linked when a single match is found; Ephemeral contacts are temporary records expiring after 60 days when no match exists; Canonical contacts merge multiple records into a single contact; and Curated contacts become searchable after agent or API linking. Identity resolution mechanisms vary depending on configuration settings, with the system using external IDs supplied by external sources in its identity resolution algorithm to identify contacts, with optional division-based resolution for organizations that require it. Implementation of authenticated web messaging requires enabling Authentication in Messenger Configuration through Behavior settings, then deploying the configuration with identity resolution parameters. Identity resolution is configured by navigating to the Identity Resolution page, selecting the Web Messenger tab, enabling the toggle for the authenticated deployment, ensuring Merge Contacts is enabled, and selecting an external source. Required permissions include WebDeployments, Messaging, Authenticate, and Routing identity resolution access, plus External Contacts Settings Edit permission for controlling division assignment of manually created contacts. The platform implements three distinct operational modes for contact auto-merging. When Merge Contacts is enabled with a configured and valid External Sources field, contacts merge based on the supplied external ID from the external source. If Merge Contacts is enabled without External Sources configuration, merging occurs using alternative identifiers such as email address or phone number when available. When Merge Contacts is disabled but Identity Resolution is enabled, an identified contact is created with supplied identifiers plus the cookie ID as the contact identifier. Authentication state transitions are managed with specific behaviors: when authentication transitions from off to on with merge contacts enabled, an external source must be selected to stitch external contacts by external ID, otherwise the system falls back to alternative identifiers; when authentication transitions from on to off with merge contacts disabled, the external source is cleared and contacts are stitched using cookie ID only, with a warning message displayed. API configuration for identity resolution is available through the Developer Center.