Divisions for External Contacts quick start guide

To restrict users from accessing contacts whose division assignment is outside their scope, you can assign External Contacts and External Organizations to divisions, hence segmenting and isolating the data between divisions. For example, an insurance broking company selling insurance products of Alpha, Beta, and Delta can create a separate division for each insurance provider that the company partners with. The division-aware feature isolates the External Contacts and keeps them within the division; users cannot view another division’s contacts and other data.

To configure this feature in Genesys Cloud, do the following:

Create divisions in your organization based on your business model.
Assign division scope to user roles, which controls access to Divisible resources.
By default, all existing contacts are assigned to an unassigned division and are accessible to users who have appropriate permissions to view those contacts. To restrict access of contacts within a division, follow these steps:
1. To fetch all existing contacts, use API Explorer and make a POST call to /api/v2/externalcontacts/bulk/contacts. Back up this data for your records.
2. To delete existing contacts, make a POST call to /api/v2/externalcontacts/bulk/contacts/remove.
3. To recreate your existing contacts with the appropriate divisions, make a POST call to /api/v2/externalcontacts/bulk/contacts/add.
Set up your Identity Resolution mapping table to assign divisions to various channels such as voice, email so that the Genesys Cloud Identity Resolution system resolves your contacts to the appropriate divisions.
Disable or enable auto-creation of contacts that are unassigned to division for any channel that is not mapped to a division.
Configure whether a user can assign contacts to division upon contact creation from the Profile Panel or Contact Management page. For more information, see the Identity Resolution mapping table.
Assign External Organizations to the division as necessary.