Genesys Cloud FedRAMP Region – Profile Panel support for workitems customer context management

Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)	Aha! idea
2025-06-16	2025-08-04	Aha! idea

In a future release, Genesys Cloud will enable Profile Panel support for workitems, allowing agents to view and manage customer information while handling workitems, just as they currently do during voice or digital conversations. This update brings workitems in line with conversations by giving agents access to the Profile Panel for contact management.

Why does this matter?Click to expand

What's changing?Click to expand

Agents will now be able to do the following directly from the Profile Panel while handling a workitem:

Search for existing external contacts.
Create new external contacts.
Associate or disassociate contacts with a workitem.
Edit contact information, including email, phone number, and address.
View the contact’s division on both the profile and workitem cards.

These updates offer more context and flexibility, improving how agents manage tasks that aren’t tied to live customer conversations.

Note: This initial release provides UI-only support for contact management in the Profile Panel. It does not include:

Automatic contact search.
Support for ephemeral or identified contacts.
Customer Journey data related to Workitems.

Configuration notesClick to expand

Administrators can control contact association using a new Work Type setting called Allow association of contacts, which defines where agents can search and create contacts:

Unassigned and in this division – Agents can create/search contacts in the Workitem’s division and the Unassigned division.
In this division only – Agents are restricted to the Workitem’s division for contact creation and search.

Click the image to enlarge.

In this division only

Updated agent workflowClick to expand

When agents receive a workitem:

The workitem appears on the conversation roster.
If no contact is linked, the agent can search for or create one.
Click the image to enlarge.
If a contact is already linked, full details appear in the Profile Panel.
Click the image to enlarge.
With the right permissions, the agent can edit, link, unlink, or create contacts directly within the panel.

Division assignment behavior depends on admin-configured settings.

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