CRM 360 now automatically ensures that mobile numbers captured through your website forms, lead sources, and integrations are placed where they can be used for SMS. This means more of your new contacts are reachable by text message right away, with no manual steps.
Why is this important?
Until now, a phone number coming in from a website form or an external lead source was often saved as a home phone, even when it was a mobile number. SMS in CRM 360 only sends to the mobile phone field, so those contacts could not receive text messages until someone manually moved the number. This created two problems for your team:
Contacts who could have been reached by SMS were quietly skipped in campaigns.
Reps and BDC agents found the SMS button unavailable on a lead and had to move the number by hand before texting.
How does it work?
When a new lead or contact is created automatically through a website form, a lead source, or an integration, and it arrives with a home phone but no mobile phone, CRM 360 now copies that number into the mobile phone field at the moment the contact is created. The contact is immediately reachable by SMS, both in Campaign 360 and in 1-on-1 messaging.
What you need to know
No action is required. This happens automatically for newly created contacts.
This applies only to contacts created automatically going forward. It does not change contacts that already exist in your database.
It applies to automated creation paths only. Contacts you create or import manually are not affected, since you control which field the number goes into.
In rare cases, a copied number may turn out to be a landline. A text to that number will simply fail to send, which has no negative effect on the contact.
These errors will be visible in the Activity History of the lead
NOTE: If you create contacts manually, continue entering mobile numbers in the Mobile phone field so they are reachable by SMS.
If you have questions, contact your Product Support Advisor or CRM 360 support.