Secondary Phone Option in Contacts
Payton Douglass
K
Kayla Gibson
I've ran into this issue as well and think this would be a great option. Would help when looking for previous tickets too.
J
Jesse White
I Agree with the ability to add second Numbers
Payton Douglass
Hello Florian! One thing you could consider using is the free form Account Number, Organization, and External ID fields associated with a contact. Reach out to us at expertconnect@johndeere.com with questions or read more in this help article: https://help.expertconnect.johndeere.com/video-tutorials/importing-managing-contacts-dbi5rv?from_search=122475316
Jeremy B.
I Would like to agree here. We have both farmer customers and internal employees with "work" and "personal" numbers would be good to be able to link/merge them together and make it secondary number.
I
Ian Zimmerman
open
I
Ian Zimmerman
in progress
We have started work on having the option of a secondary phone on a customer record. Will keep the group updated as we make our way through this.
C
Chris Hiemstra
Ian Zimmerman: Hi Ian - are you able to provide an update as to why this Feature Request went from "In Progress" to "Open"? It sounded like this was going to be completed.
I
Ian Zimmerman
Chris Hiemstra: Thanks for messaging in. We moved this to In Progress because we did pick up the feature with the intention of getting this implemented pretty quickly. As we started to dig in, we realized this was going to be a larger endeavor than simply just putting a new field into a contact record. Some of the things that will have to be considered and built when we do this:
- The ability to merge customer records. For example, if Customer Bob is already a contact and is associated with phone number ending in 8743, and then Customer Bob calls in with another number he has ending in 9312 then currently that creates a net new contact. So we will have to build the ability to merge the contacts (similar to how we do with tickets).
- Notifications. We would more than likely have to build out the concept of having a Primary phone number for a contact and a secondary. By default we would send all notifications to that primary phone even if the customer called in on their secondary because you wouldn't want double notifications going places. And if you had this concept of a Primary and Secondary then we would need to build out the ability to also switch those around because maybe a customer gets a new number so now their primary is rendered useless.
- Broadcasts. Currently you send broadcasts to a Contact, and that contact has one number so pretty straightforward as to where that will be going. Now, we'd have to consider whether you should be able to send to a number as opposed to a contact because the moment you send a broadcast to Customer Bob is the moment Customer Bob will reply to you saying "Hey! Send that to my other phone!".
These are just a few of the "gotchas" when we started to dig into this a bit more because we want to make sure we do this correctly and not a band aid fix that will cause you all more headaches down the road. Now with all of that said Chris, everything I laid out above is solvable. We simply just need to dedicate more time to it then we originally thought, and currently we are heads down on the re-design and making sure we knock that out of the park.
Sorry for the excruciating detail but I wanted to be super transparent so you didn't think we were switching statuses/priorities on this board without reason.
I
Ian Zimmerman
planned
J
Josie Burgett
Merged in a post:
Allow multiple phone numbers for contacts
S
Shawn Schulte
We created a contact for each of our locations and would like to add all of the phone numbers for the land lines at each location. Sometimes the inbound calls from a store land line comes through as a number different than the main phone number.
Payton Douglass
under review
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