You can either disable or delete phone numbers on customer profiles in Retention Pro. In this article we will go over how to disable or delete numbers and the difference between the two actions.
Disabling a phone number
All phone numbers linked to a customer in your shop management system will be visible in your CRM on the customer’s profile page.
When a phone number is initially synced into your CRM, it will be set as enabled by default. If you want to ensure that a customer’s phone number does not receive texts without deleting it from your shop management system, you can disable it in your CRM.
How do I disable a phone number on a customer’s profile?
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Search for the customer using the magnifying glass at the top right of your screen.
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Click the customer’s name to open their profile.
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Under the Phones section to the right uncheck [Enabled] for all the phone numbers you do not want to receive texts from your CRM.
Deleting a phone number
Please be aware that when you delete a phone number in your CRM, it will not be removed from your shop management system. If the phone number is deleted in your CRM but not in your shop management system, it will reappear in your CRM during the next sync.
Disabling a phone number in your CRM does not remove it from the customer's profile, allowing you to potentially re-enable it in the future. However, deleting a phone number in your CRM will permanently remove it from the customer's profile. The only way to add a deleted number back to your CRM is through your shop management system.
How do I delete a phone number on a customer’s profile?
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Search the customer using the magnifying glass at the top right of your screen.
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Click the customer’s name to open their profile.
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Under the Phones section to the right click the delete button below the number you wish to remove.
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Click [Ok] on the confirmation window that pops up.
How does deleting a phone number affect the message center?
If a phone number is deleted from a customer profile it will not delete any text history related to that phone number in your message center.
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If the deleted phone number was only associated to one profile then the customer name on the message center text thread will change to [Unknown Customer].
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If the phone number was associated with two profiles and only deleted on one then the customer name on the message center text thread will only display the customer who still has the number on their profile.
Message center with [Unknown Customer]
Once the phone number is deleted from Serra Gab’s profile the message history will remain, but the customer name will switch to [Unknown Customer].
Message center showing multiple customers with the same phone
Once the phone number is deleted from Nicolo Smith’s profile the message history will remain, but the customer name will switch from [Nicolo Serra or Nicolo Smith] to just [Nicolo Serra].
