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Identity resolution in external events

External Contacts are used by external events throughout such Genesys Cloud modules as orchestration, routing decisions, customer profile enrichments, or in Journey Management.

Before you begin

  1. Identify the with which you want to perform identity resolution. For example, a customer ID, a lead ID, an account ID. External events require an external ID to send events to Genesys Cloud. 
  2. Set up an .
  3. Share contact lists with Genesys Cloud. The shared contact list must contain the same external ID that is being shared on the external event and at least one other identifier, such as a phone number, email address, or any other valuable identifier that is required as part of the contact strategy.

External event ingestion

When an external event is ingested, the combination of external ID and external source ID is used to find existing External Contacts with that identifier.

  • If an external contact is found, the external contact ID is added to that external event so that it is referenced when the end customer engages (external contact is referenced).
  • If an external contact is not found, an “identified” external contact is created. This external contact lasts for 60 days if it is not elevated to curated status.
Note:
  • The external contacts can be added to Genesys Cloud via a CRM integration, External Contact API updates, or through the bulk upload process.
  • Update the contact list for every 60 days to ensure contacts created by external event ingestion are elevated to curated status. Genesys recommends updating the contact list more frequently for improved personalization.
  • Select Merge & Update all matched contacts when performing the bulk upload.
  • Contacts uploaded in this way automatically enters curated status and if they are merged with an existing, non-curated contact, a new curated external contact is created.