What Is the Difference Between Assigning and Sharing Contacts?
When a contact is assigned, the assigned user has visibility and edit capability. Contacts that are shared only get visibility and no edit ability.
- Owner – Can always see all contact details and are able to edit the contact record, email address, and assign to automation.
- Assigned – Can always see all the contact details and are able to edit the contact record, email address, and assign to automation.
- Shared – Able to see all contact details, email address, and assign to automation.
Do Shared Contacts Remain Shared After the Agent and the LO End Their Connection?
The contact records remain shared until the user unshares them. Ending co-marketing partnerships does not automatically unshare the contact.
What Happens to a Contact When it is Assigned Then Deleted From the Original Owner?
Both contacts get deleted from each user’s account. You cannot delete contacts that are shared with users or who are tied to a loan. Only the user that the contact was initially assigned to can delete a shared contact.
Who Has the Ability To Transfer Ownership of Contacts?
Only team managers and administrators.
Do You Need a Certain Permission to Share/Assign Contacts?
No. When a LO is on a team with another LO or co-marketing with an agent, the ability to share or assign the lead becomes available. You can only assign the contact to one partner, where you can share the lead with multiple.
- The manager setting is needed for someone to have the ability to share or assign the lead.
Who Can Share Contacts With Other Team Members?
The manager of that team.
Can Contacts Automatically Get Shared Between Users on the Same Team Without Manually Sharing Them?
No, not at this time. Sharing can be done through a lead source.
What Information Is Shared When a LO Shares a Contact With a Co-Marketing Partner?
All contact data points, and general note information is shared to the co-marketing partner. Things that are not shared are loan data, private notes, group assignments, activity records, and outstanding tasks – unless assigned to co-marketing partner.
What Does the ‘Valid Email Address Checkbox’ Filter Mean?
It ensures that the email address field in the contact record is not empty. It also validates the user’s email so communication does not bounce.
What Does the 'Unsubscribe' Filter Do?
The unsubscribe checkbox shows you any contacts that unsubscribed from an email through the global opt-out system.
Can You Auto-Archive Contacts in the TE System?
No. You need to manually archive a contact. Click HERE to view how.
Do Archived Contacts Move To a LO Database That Has Been Transferred?
Contacts would move if those contacts are transferred by the change ownership function. The change owner action is not possible if either of the following is true:
- The user performing the action is not the current owner of the contact.
- The contact is a participant on one or more loans.
How Long Is the Email Opt Out Valid for?
The contact stays opted out of communication until they opt back in to receive communication.
Can You Resubscribe Contacts Back in To Receive Communication Through the API?
No. Due to certain regulations, the user needs to email support with consent to resubscribe the user.
Do Deleted Contacts Need to Opt Back In to Receive Communications?
Deleting a contact does not change the opt in/opt out status of that contact’s phone number. The opt in request is stored by the phone number.
If a Note Is Made Private, Is It Private To Everyone?
Yes. Private notes only show within the contact owner’s account. Any contacts that are shared or assigned to a user cannot see private notes.
Public notes display to anyone that has access to the contact record.
Is There an Automated Way of Creating or Assigning Action Plans to Contacts?
No. Actions plans are added manually from within the lead’s record.
When Does a Contact Automatically Trigger Deduplication Logic?
The only way the Total Expert deduplication logic is triggered is when a contact is being imported or added via API. The deduplication logic does not trigger when a contact is manually added.
Can Certain Unused Contact Field be Removed or Hidden?
No, not at this time.
Can I Adjust the Lead Status Drop-down Menu Field?
No, not at this time.
Where Do Outcomes in a Contact Record Come From?
Outcome information comes from a focused view, not tasks or task outcome journey events.
Why Do Some Addresses Show as Standardized Addresses Within a Contact Record and Others Do Not?
Sometimes we are not able to validate the address so we do not save a standardized address. It's based on a response back from smartystreets. They can't conservatively find a match due to formatting.
Can You Change the Reasons a Contact is Archived?
No, those are hard coded into the platform and cannot be updated at this time.
Can We Unarchive Contacts Through the API?
No.
What Represents a Valid Contact Number on a Contact Record?
The contact's number must have a valid area code that exists.
How Do I Retrieve Contacts From a Deactivated Account?
You need to reactivate the deactivated account to take action on those contacts.