Contact mapping has always been one of those features that sounds simple but carries a lot of weight. Getting the right ticket connected to the right person saves technicians real time and reduces the guesswork that slows down support queues.
What changed?
Contact mapping is now controlled by agent —
meaning Attendant and Overflow each have their own independent contact mapping settings
, rather than Overflow inheriting Attendant’s settings (what used to happen).
Why this matters
Previously, contact mapping in Overflow was tied to Attendant's settings.
This created a real gap for MSPs running Attendant in Minimal Mode.
If a call timed out (no tech available) and routed to Overflow, there was no opportunity to collect caller information. Tickets created through this flow arrived without advanced contact mapping, leaving technicians to manually investigate who called if the number was unknown.Some partners found a workaround by adding a custom question, but that only leaves a note in the ticket, it doesn’t actually map the ticket to the correct contact.
What's new?
Attendant and Overflow now each control contact mapping independently
Partners using Attendant in Minimal Mode can now enable AI caller identification in Overflow, so missed calls that route there still capture caller identity from unknown numbers.
If a call flows from Attendant → Overflow, contact mapping is not asked twice — the handoff is seamless
What happens to your current settings?
No action is required. Settings have been migrated automatically based on your current configuration:
- Using Advanced AI with “AI caller identification ON” → Overflow AI caller identification defaults to ON, preserving your existing behavior
- Using Minimal Mode or “AI caller identification OFF” → Overflow contact mapping defaults to OFF
If you want to take advantage of the new per-agent controls, head into your Overflow settings to update anytime. Otherwise, everything works exactly as it did before.