Contact Details
Each inbound contact stores:- Phone number — the caller’s phone number (always present)
- Name — collected from calls or manually added
- Email — collected from forms or manually added
- Notes — free-form notes you can add to a contact
Preferred Number
The preferred number is the default “from” number used when creating new SMS threads with a contact or call with a contact. We automatically link one number to one contact so the contact associate the number and trust it more. A perferred number is automatically linked when the contact calls / texts a number for the first time.Message Threads
You can send and receive SMS messages with inbound contacts directly from CallCow.Creating a Thread
- Open a contact from the /contacts/inbound page.
- Click New Thread to start a conversation.
- Select a “from” number (the preferred number is pre-selected if one is set).
- Type your message and send.
Viewing Threads
Each thread shows the full message history between you and the contact on a specific number. You can have multiple threads with the same contact using different phone numbers.Sending Messages
Type a message in the thread view and click send. Messages are delivered via Twilio using the thread’s “from” number.Inbound SMS Contacts
When someone sends an SMS to a phone number that is assigned to a workflow, an inbound contact is automatically created for that person.- Automatic creation — The contact is created as soon as the first SMS is received from a new phone number.
- Preferred number — The phone number they texted is automatically set as their preferred number.
- Workflow trigger — If the phone number is assigned to an SMS-triggered workflow, the workflow will run automatically for the new contact.