Description
As part of the single customer view feature, users gain the ability to merge contacts. If you opt into this ability and start merging contacts then you will need to be aware that, when given a request for a single external contact subject, the GDPR API could transparently generate multiple requests, one for each contact in the merge set. Also, GDPR subject searches will happen over ancestor contacts as well as canonical contacts.
Change Category
API
Change Context
The Single Customer View feature allows customers to merge contacts. Once contacts are merged, they are joined into a “merge set.” Therefore, GDPR requests issued against a single contact in the merge set need to be replicated against all contacts in that merge set in order to do the correct thing.
More information on the Single Customer View feature can be found in its dev forum announcement.
Change Impact
If you grant your users the ability to merge contacts after the release of the Single Customer View feature and also use the GDPR API to issue GDPR requests against external contacts (by providing a subject of externalContactId), then you need to monitor both the original request for completion as well as any related requests that the API creates on your behalf.
You will also need to be aware that the GET /api/v2/gdpr/subjects endpoint could return multiple resulting External Contact records that represent he same Canonical contact in the contact’s merge tree. That is because an ancestor contact might match your search and thus should logically be surfaced in the search results.
Links to more information:
- the Resource Center article on GDPR (note that the update are currently pending and will be posted soon).
- the External Contacts merge API documentation
Details on the rollout of the Single Customer View feature can be found in the Genesys Community post Region Roll out of Single Customer View Powered by Identity Resolution.
Date of Change
Sep 21, 2022
Impacted APIs
References
[RELATE-4735]