External organization palette

The Genesys package offers a palette of actions to detail and access data for external organization records.

External organization palette for Genesys

External organizations are your customers, partners, and other businesses that you interact with. An organization (org) can also be considered an account and is related to External Contacts in that contacts belong to an org. Simply put, contacts are customers and the relationship defines what business a contact might be calling about. Allowing an agent to view customer information and the org of the customer help the agent to quickly understand the relevant business details to best serve their needs. Therefore, having the org details available to bots can enable workflows, such as automatically importing account data into Genesys from other systems, using Genesys Org details to look up open cases for the account from an external case management tool, and so on.

Similar to contacts, you can detail as much or as little relevant data beyond the name of the org. Optional data can include company type, industry, multiple phones, addresses, tags, and websites. The Genesys package includes the following external organization actions:
Action Description
Create organization Create the initial external organization record. Create organization action
Delete organization Delete a record of an external organization. Delete organization action
Get organization Call the details of an external organization record. Get organization action
List/search organizations Call a list of external organizations that match your search query. List/search organizations action
Update organization Update an external organization record with new or additional data. Update organization action