DND on a per phone and per email basis - to solve both A2P and Merge Contacts
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Jay Martin
Merge should be based on all phone's and emails not on a primary phone or email. As it won't work correctly.
DND should be based on a per phone basis for the phone channel
DND should be based on a per phone basis for the SMS channel
DND should be based on a per email basis for the email channel
That's the solution then you can properly build out the merge contact feature. And then it can automatically be done by GHL on the backend which is ultimately the solution everyone would prefer...As now if it needs to be turned on for a specific phone for the call channel or a specific phone number for the SMS or a specific email for the Email channel they can manually do so in the contact section still but not for the entire contact. This way we can build out a stop all SMS for the entire contact A2P wise, a stop all for phone calls and a unsubscribe all for all emails.
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J
Jay Martin
Manual Selection is best otherwise it needs to be separated by DND on a per phone/email/etc.
Ex: DND for phone number 123-456-7890 is on
DND for phone number 222-345-7896 is off
DND for phone number 122-245-6789 is off
Otherwise you have to delete multiple numbers in the contact vs just being able to make an outbound call and dispo the call as Do not contact. - Especially when trying to use manual actions (which still needs to be improved in terms of power dialing....could be a massive tool like call tools, call rail, etc that has never been improved)
If a contact is selected for inbound DND then the phone of the contact needs to merge with that selection if the duplicate merge is based off the phone. ON the flip side if they have two different phone numbers and the same email then either a manual selection or DND only on the specific phone number. This is where needing a DND for each specific phone number matters especially if a contact has multiple phone's and for instance one is a wrong number but this isn't a real outbound phone system yet sadly.
Best case would be for GHL to automatically do this but because each phone number does not have the ability to DND individually then you cant really do this. So we are left with a half solution of manual selections.
Another example, merging two contacts based on emails again but two different phone numbers one is dnd the other is not, we would not want the contact to be DND. However that phone number should still be listed in the system as DND vs deleting it (in case we ever go to add the contact again based on a different phone number and want to try this number as maybe we havent gotten into contact with them yet....)
This is why DND at the contact level vs phone number level isn't a good thing specifically for phone numbers. You will then have contacts merged that potentially mistakenly get marked as not DND but then they call through the multiple phone numbers and could have an issue. Or we have a contact added that we have never been able to get ahold of by calling them and now it thinks we are creating a duplicate based on the phone and can't add additional phone numbers because now the contact is set to DND. So we are not allowed to outbound dial them still.
J
Jay Martin
Merge should be based on all phone's and emails not on a primary phone or email. As it won't work correctly.
DND should be based on a per phone basis for the phone channel
DND should be based on a per phone basis for the SMS channel
DND should be based on a per email basis for the email channel
That's the solution then you can properly build out the merge contact feature. And then it can automatically be done by GHL on the backend which is ultimately the solution everyone would prefer...As now if it needs to be turned on for a specific phone for the call channel or a specific phone number for the SMS or a specific email for the Email channel they can manually do so in the contact section still but not for the entire contact. This way we can build out a stop all SMS for the entire contact A2P wise, a stop all for phone calls and a unsubscribe all for all emails.
J
Jay Martin
If you built out a real solution and solved the DND issue on a per phone number basis as described. Then you solve your merge issue as well. You can then merge contacts based on every phone number, find contacts with the same phone number that isn't primary. (As Im going to assume you are only building out the merge feature using the primary phone....big mistake).
Then you can merge the contact, add phone numbers from one that may not be in another. If its more than 10 you can have the option to delete phone numbers that may be dnd or you dont want.
Then the contact can merge with added phone numbers, and each phone number's settings of DND on phone & Voicemail and SMS will then be merged into the contact and everything is great.
Example:
Both are John
Contact 1= John 1
Contact 2 = John 2
Contact 1
John 1 Primary phone - Phone 1: (928) 345-6781 - DND is on for Phone & SMS
John 1 additional phone - Phone 2: (928) 345-6778 - DND is off for phone & SMS
John 1 additional phone - Phone 3: (928) 444-6678 - DND is off for phone & On for SMS
Contact 2
John 2 Primary phone - Phone 1: (928) 444-6678 - DND is on for phone & On for SMS
John 2 additional phone - Phone 2: (480) 222-1223 - DND is off for phone & off for SMS
John 2 additional phone - Phone 3: (928) 345-6778 - DND is off for phone & SMS
John 2 additional phone - Phone 4: (928) 444-6678 - DND is off for phone & On for SMS
Merge John Contacts: (This then can be used to build out your manual actions "Power Dialer" and actually make something of it)
John Primary Phone: (You can select what you want to be primary) John 1 additional phone - Phone 2: (928) 345-6778 - DND is off for phone & SMS
John Additional Phones:
John 2 additional phone - Phone 2: (480) 222-1223 - DND is off for phone & off for SMS
John 1 additional phone - Phone 2: (928) 345-6778 - DND is off for phone & SMS
John 1 additional phone - Phone 3: (928) 444-6678 - DND is off for phone & On for SMS