AI-generated summary
Genesys Cloud's authenticated web messaging enables a single customer view by 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 platform 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. To implement authenticated web messaging, users must enable Authentication in Messenger Configuration through Behavior settings, then deploy 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. External IDs are unique identifiers such as account ID or username used internally within an organization to identify contacts across systems such as Customer Relationship Management systems (CRMs) or Customer Data Platforms (CDPs). In Genesys Cloud, external IDs are used in the Identity Resolution algorithm to resolve incoming interactions with external contacts across channels. To capture external IDs from web events, users configure digital user tracking with the Messenger Javascript SDK, with the external ID then used alongside division and external source to perform identity resolution based on configuration for the Web Messaging & User Tracking channel. All external IDs must relate to an external source. Genesys Cloud provides comprehensive documentation and support resources for managing external sources and contacts, including capabilities for external contact management, single customer view functionality, contact linking and merging operations, communication channel management, ephemeral-to-curated contact promotion, and identity resolution organized by divisions, with additional assistance available through community support channels.