Genesys Cloud
Identity stitching and journey support coming to authenticated web messaging

In a future release, Genesys Cloud will introduce identity stitching and journey support for authenticated web messaging. This enhancement is a significant step toward enabling Single Customer View functionality across all messaging channels. This feature empowers Genesys Cloud users to deliver more context-aware, personalized experiences by grounding messaging interactions in a solid understanding of identity. This support also brings parity with other channels that already support identity stitching, helping organizations build a unified customer view.

Pourquoi cela est-il important ?

This change directly benefits administrators, supervisors, agents, and developers by allowing the system to:

• Automatically create or update a contact based on the external ID from an authenticated user’s OpenID Connect (OIDC) claim.
• Stitch sessions together under a single contact profile, improving the context for agents and bots.
• Support journey tracking across sessions and interactions—even the ones that spread over time and channels.

In practice, this process means that a returning authenticated user on your website is recognize and matched to an existing contact profile, enabling richer personalization, continuity, and more intelligent routing.

Quoi de neuf ?

Previously, authenticated web messaging lacked support for identity resolution and journey tracking. Therefore, no Personally Identifiable Information (PII) was stored on contact records, and authenticated user sessions could not be linked together or to existing contacts. This update introduces these changes:

• Messenger configuration UI enhancements: A new message in the Authentication section now clearly informs administrators that enabling authentication will result in the storage of PII on the associated contact. This makes it transparent when identity stitching is in effect, giving Admins clarity on data handling.
• Messenger deployment UI enhancements: A new Identity Resolution section has been added under Deployment Options. This section includes a permanent link to the Identity Resolution UI, where users can configure External Source and Merge Contacts settings.
• Identity resolution UI enhancements: This UI now supports the configuration of External Source and Merge Contacts.
  • When authentication is on, the default setting, the External Source selection is enabled with warnings if not configured properly.
  • When authentication is off, both Merge and External Source options are unavailable, maintaining data integrity.
• The interface is redesigned with a new pencil icon to allow easier editing and updates.

Before / After