Mark external contacts as favorites

AI-generated summary

Genesys Cloud enables users to mark external contacts as favorites to streamline communication with frequently contacted individuals. Users can maintain a personal favorites list of up to 100 external contacts without requiring special permissions. Favorites can be marked through two methods: via the Profile panel during an active interaction by clicking the Favorite icon next to a linked contact's name, or through the External Contacts and Organizations page by locating the contact and selecting the Favorite option in their row. Users can also mark contacts as favorites while viewing or editing individual contact profiles. The favorite icon fills in to indicate active favorite status, and contacts can be removed from favorites by clicking the Favorite icon again. To view only favorited contacts, users can access the External Contacts and Organizations page and enable the "Show Favorites only" toggle filter. Only curated external contacts can be marked as favorites, and the favorite icon appears in contact suggestions and search results but becomes functional only after a contact is linked to a conversation.

To find and communicate quickly with the people you contact often, mark them as favorites. Your favorites list is personal to you and you can mark up to 100 external contacts as favorites. Marking a contact as a favorite does not require any permission.

Mark favorites from the Profile panel

To favorite a contact from the Profile panel while handling an interaction, perform the following:

Click Profile. The Profile panel appears.
If the contact is not yet linked to the conversation, select or confirm the contact from the suggestions.
After you link the contact, click Favorite next to the contact’s name. The favorite icon fills in to indicate the contact is now a favorite.

Note:

To remove the contact from your favorites, click Favorite again.
You can favorite only curated external contacts.
The favorite icon is visible when viewing a contact suggestion or search result, but you can only use it after the contact is linked to the conversation.

Mark favorites from the External Contacts and Organizations page

To favorite or unfavorite a contact from the external contacts list:

Click Menu > Contacts > External Contacts and Organizations. The contact list appears.
Locate the contact in the list.
Click Favorite next to the contact’s name in the contact’s row.
You can also favorite a contact while viewing or editing their profile. Click the contact’s name to open their profile, click the favorite icon near the contact’s name. The favorite icon fills in to indicate the contact is now a favorite.
Note:
- To remove the contact from your favorites, click Favorite again.

View your favorite external contacts

To view only the favorite external contacts, perform the following:

Click Menu > Contacts > External Contacts and Organizations page.
Turn on the toggle button Show Favorites only. The contact list updates to show only your favorited contacts.

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