Automatically Create Contacts from New Calls or Messages
Choose whether incoming calls, incoming text messages or both create contacts for unknown numbers.
Contact event settings can create a contact when an unknown number calls or texts your business. You can control calls and messages independently, so the saved selection should match how your team maintains its address book.
Choose the events that create contacts
- Confirm the business or location selected in Office.
- Open Contacts and click Config.
- In Contact event settings, review the separate options for incoming call events and incoming message events.
- Enable the call option to add contacts for unknown numbers that call in. Enable the message option to add contacts for unknown numbers that text in. Select either option or both as needed.
- Click Save changes. Use Cancel if you do not want to apply your changes.
- Reopen Config and confirm the saved selection.
Contact event settings with both incoming-event options enabled as an example.
Verify a newly created contact
After a new incoming event from a number not already in your contacts, search Contacts by that number. Open the resulting record and review the phone number and available name information. Complete the name, email or birthday when your team has that information, then save the contact.
When checking this feature, use the incoming event itself as your reference: note whether it was a call or a text, the receiving business number, and its date and time. An outgoing call or sent message does not verify the incoming-event setting.
Understand what this setting controls
- It controls automatic contact creation for the selected incoming events.
- Saving the setting is not a way to import your historical callers. Use manual creation or a prepared import file when you need to add an existing list.
- Turning an option off is not a contact-deletion action. Review and clean up existing records separately.
- A contact record does not confirm that an SMS was delivered or that a call was answered. Check the relevant communication history.
If a contact is missing or appears more than once
- Check that the intended location and incoming-event option are selected.
- Search by phone, not only by name. Compare the complete number and country code on matching records.
- Confirm the call or text appears in the appropriate communication history.
- If you find multiple records, review each profile and its useful information before deleting anything.
If a new incoming event still does not produce the expected record, share the location, event type and timestamp with support through your usual private support channel. Include the relevant numbers only as needed, and avoid attaching unrelated contact data.