Pass contact information to CW when contact not found by phone or name | Voters

Pass contact information to CW when contact not found by phone or name

Mario Souza

When the caller provides a name and phone number but there is no exact CW contact match, the agent should still populate the CW contact pod with the provided caller information (name, phone, and company if known) - without creating a new CW contact.

January 14, 2026

Michael Smith

We do not always have every DID or Cell phone number mapped for every contact. I am not seeing the downside to matching the company and default contact but putting the caller's information in the notes as the actual person to reach out to.

This is especially true for after-hours as our CWM after-hours / on-call workflow is designed to ignore our catch-all company. As it stands now, Thread maps unidentified callers to the catch-all and that is a problem for us.

Albert Lotito

Make is so !