Genesys Cloud – Deterministic background auto-merge for duplicate contacts

In a future release, Genesys Cloud will enable administrators to automatically merge duplicate external contacts that have exact matches on trusted identifiers such as phone numbers, email addresses, and CRM GUIDs. Administrators can turn automatic merging on or off at the organization level and see the number of duplicate contact clusters identified before enabling the feature. This feature reduces the need to manually merge obvious duplicate contacts while helping maintain accurate and consistent customer records.

What’s changing

Administrators will be able to use deterministic background auto-merge to identify and merge duplicate contacts based on exact identifier matches. The feature includes:

• Automatic merging of duplicate contacts that have exact matches on supported identifiers after identifier normalization.
• Organization-level controls to enable or disable automatic merging, with the feature disabled by default.
• Visibility into the number of duplicate contact clusters identified before enabling automatic merging.
• Built-in guardrails that prevent unsafe merges, such as shared company phone numbers, and prevent merges across organizations, divisions, or custom contact types.
• Daily background processing and audit logs that record configuration changes and merge activity for transparency and auditing.

Why this matters

Duplicate contact records can make it harder to maintain accurate customer information and require administrators to spend time performing manual cleanup. Deterministic background auto-merge automatically resolves straightforward duplicate records while giving administrators control over when the feature runs and visibility into its operation. This helps improve contact data quality without increasing the risk of incorrect merges.