J
Jakin Harper
For integrations, creating a contact right away after contact (like inbound call, text, or web chat), may cause 3rd party system to fail if immediate action happens on contact creation.
The idea:
For specific channel or phone number (including IVR), allow the option to not create a contact until:
  • A goal is met (e.g., firstName, lastName, email, phone -- all exist)
  • A step in a workflow initiates saving the contact
For example:
  • If contact is also created in external app, but does not allow contact details to be updated
  • If contact is immediately sent a message (E.g., "Hi +18008675309, Thank you for calling")