Deleting or disabling a customer's phone number
- Nicolo Serra (Unlicensed)
You have the ability to either disable or delete phone numbers on customer profiles in your CRM. In this article we will go over how to either disable or delete numbers, as well as, the difference between the two actions.
Disabling a phone number
All phone numbers associated to a customer in your shop management system will display in your CRM on the customer’s profile page.
When a phone number is first synced into your CRM it will be marked enabled by default. If you would like to make sure a customer’s phone number does not get texted, but you don’t wish to delete it from your shop management system, then you can mark it disabled in your CRM.
How do I disable a phone number on a customer’s profile?
Search the customer using the magnifying glass at the top right of your screen.
Click the customer’s name to be brought to their profile.
Under the phone section uncheck [Enabled] for all the phone numbers you would like to make sure do not receive texts from your CRM.
Deleting a phone number
Please note that deleting a phone number in your CRM will not delete it in your shop management system. If the phone number is deleted in your CRM, but not deleted in your shop management system then it will show back up in your CRM on next sync.
While disabling a phone number in your CRM does not remove it from the customer’s profile, so that it could be re-enabled in the future. Deleting a phone number in your CRM will completly remove it from the customer’s profile. They only way that a deleted number can be added back to your CRM is through your shop management system.
How do I delete a phone number on a customer’s profile?
Search the customer using the magnifying glass at the top right of your screen.
Click the customer’s name to be brought to their profile.
Under the phone section click the delete button next to the number you wish to remove.
Click [Ok] on the confirmation window that pops up.
How does deleting a phone number affect the message center?
If a phone number is deleted from a customer profile it will not delete any text history related to that phone number in your message center.
If the deleted phone number was only associated to one profile then the customer name on the message center thread will change to [Unknown Customer].
If the phone number was associated to two profiles and only deleted on one then the customer name on the message center thread will only display the customer whose still has the number associated to their profile.
Message center with [Unknown Customer]
Once the phone number is deleted from Serra Gab’s profile the message history will remain, but the customer name will switch to [Unknown Customer].
Message center showing multiple customers with the same phone
Once the phone number is deleted from Nicolo Smith’s profile the message history will remain, but the customer name will switch from [Nicolo Serra or Nicolo Smith] to just [Nicolo Serra].
