How iConnect Handles Repeat Callers
iConnect uses phone number matching to identify existing records in your CRM. When a repeat caller contacts you:
Phone number lookup: The system searches for existing records using the caller's phone number
Account priority: If the caller was previously converted from Lead to Account, iConnect will update the Account record
No new Lead creation: The system will not create a duplicate Lead for existing Account holders
Data Update Behavior
When updating an existing Account record, iConnect follows these rules:
Empty fields only: The system only fills in fields that are currently empty
No data overwriting: Existing data in populated fields will not be replaced
Data preservation: Information that was manually entered or reviewed by staff remains intact
Why This Approach Makes Sense
Once a Lead has been converted to an Account, it means the record has been reviewed and processed by a human. Overwriting this curated information with raw caller ID or AI-generated data would compromise data quality and could undo important manual corrections made by staff.
What Gets Updated vs What Stays Protected
Fields that may be updated (if empty):
Missing contact information
Blank address fields
Empty demographic data
Fields that remain protected:
Lead Source and Campaign information
Names that have been manually corrected
Any field with existing data that was reviewed by staff
Expected Behavior Summary
✅ Correct: Existing Account record gets updated with new information in empty fields only
✅ Correct: Previously entered data remains unchanged
❌ Incorrect: System creates a new Lead for an existing Account holder
❌ Incorrect: Caller ID data overwrites manually reviewed information
Related Resources
For more information about iConnect behavior and CRM record management:
Troubleshooting CTM Updates Overwriting Lead Fields (CRM)
Understanding CTM Webhook Triggers: Immediate Lead Creation vs Call-End Updates (CRM)