ExternalContactId in external participant

Platform API
1

Hello,

when a customer called the first time with an ANI automatically an contact with a specific id is created for that contact in Genesys Cloud. I can see that externalContactId in the conversation details for an example conversation. Everytime when the same ANI is calling again the same external contact is assigned automatically.

participants: [{
externalContactId: "087e2156-ca87-4695-9d8f-9dbabaca0406",
participantId: "1ebd122f-e275-4283-a900-293b5374e661",
participantName: "Mobile Number, Switzerland",
purpose: "external"

When I search for that externalContactId over API I can find a external contact (GET /api/v2/externalcontacts/contacts/{contactId}) even when I not really created an External Contact with that ANI over the Genesys Cloud GUI.

My question is how long this externalContactId is really persistent in the system especially when a caller with one ANI only calls once and then never again. How long that "internal contact" would be persistent in the system? Is there a purge mechanism so that Genesys Cloud automatically delete such old contacts after a specific time frame (3 month, 1 year, ...)? Or is this contact persistent forever?

Thanks a lot and best regards,
Christian.

2

Like diamonds, contacts are forever.

3

Hi Christian,

See one of my older posts around external contacts.. Single Customer View - Contact Merging/Identity Management

Also the blog post is decent https://developer.genesys.cloud/blog/2022-07-15-single-customer-view/

this should help round out your view. Why Genesys doesn't purge those other IDs afte X period of time makes no sense to me. They really truly are only used for the cookie driven approach, which would live in a customer's browser for a year (https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/localStorage)

4

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