Last Updated on June 9, 2023 by Tony Fowler
We are excited to announce that you can now switch customer contacts for conversations using phone numbers. This means if a customer writes in with an email address, you can now put their phone number in place of the contact and vice versa. This feature will help reduce the amount of contact-management issues for your team.
This allows you to re-associate conversations with new or existing contacts, which is an excellent method for your team to manage interactions more efficiently. Keep in mind that if the conversation was started via Email, you may change the contact to a phone number, but you will not be able to respond to the conversation. Once the contact is changed back to an Email address, you can continue responding in the conversation thread.
To start using this feature is simple, go to any conversation that you need to Switch Customer Contact in, and to the right-hand side, there will be two arrows you can click on to “Switch Customer Contact” and enter the email or phone number needed. You can also look at the short video and screenshots for reference below.
