Withheld and anonymous caller IDs create no contact. Recording them would
produce one shared “customer” whose history is a mixture of unrelated people.
Attributes
Structured fields you own: an account number, a plan, a renewal date. These come from a CSV import or from editing a contact, and they are what an agent sees when the call connects. That is worth knowing when you choose what to export: those columns are not metadata, they are what your colleague reads while talking to the person.Attributes are merged, never replaced
Importing a file again adds and updates fields; it does not wipe the ones already there. An import that flattened them would quietly destroy work an earlier campaign or a person had done. The consequence: a value cannot be removed by re-importing. Edit the contact.Memory
Separate from attributes, and the distinction matters. Attributes are tenant-owned truth somebody typed. Memory is what was learned in conversation, and each entry carries the call it came from — so when an agent says something wrong, the fact can be traced rather than argued about.Do not call
Marking a contact do-not-call takes them out of every campaign’s dialling, at the point the dialler picks work up rather than as a filter afterwards. They still appear on a campaign’s list, shown as suppressed, so the sheet says who will never be rung rather than quietly omitting them.How numbers are matched
One customer is one contact, however their number is written.+919216217231, 919216217231, 9216217231 and 09216217231 all find the
same contact: on a call, in a search, when an agent adds details, and in a
list import.
- A number written without its country code is read in a country. That’s your organisation’s Country by default (Organisations → edit), or the one you choose when adding a contact or importing a list. If a number isn’t valid in that country, it’s kept exactly as typed rather than guessed.
- New contacts are saved in full international form (
+91…). Contacts saved before this are matched as they are and never rewritten. - Adding a number that already exists in any form is refused, and the message names the contact it belongs to.
- Do-not-call applies to every form of the number.