Contact record

A contact record sits at the heart of business texting, quietly connecting every message to a recognizable person rather than an anonymous phone number.

It shapes how campaigns are planned, how conversations are interpreted, and how performance is understood across segments and time.

By grounding SMS activity in reliable identity and context, contact records make sure communication stays consistent, relevant, and strategically aligned with broader customer relationship goals.

What Is a Contact Record?

A Contact record is a structured entry that stores identifying information about a single person or entity a business communicates with over SMS.

It typically includes core details such as name, phone number, and basic communication attributes that link messages to the correct individual.

Each Contact record represents one distinct profile so that interactions, history, and preferences can be associated with the right recipient.

The record functions as a stable reference point, allowing systems to recognize who a message is being sent to and how that person is defined within the broader audience.

In practice, Contact records form the foundational layer of data that underlies organized, traceable SMS communication in a business context.

How a Contact Record Works in Business Texting

In business texting, a Contact record acts as the central reference point that messages connect to throughout ongoing interactions.

When a business sends a campaign or a one-off text, the platform routes each message to the phone number stored in that record and logs the outbound activity under that specific profile.

Replies from the recipient are matched back to the same record so that conversations appear as a continuous thread rather than scattered messages.

In a drip campaign or scheduled series, the record holds the timing and status for each step, so the platform knows which message to send next.

Automation rules often look at Contact records to decide what follows a reply, such as sending a follow-up text or assigning the conversation to a team queue.

Shared inbox views pull from these records so agents see context like past interactions while they respond.

Why a Contact Record Matters for Marketing Teams

Contact record matters for marketing teams because it turns SMS from a stream of isolated messages into a long-term relationship asset.

With a well-managed Contact record, every text sits inside a narrative - past campaigns, previous replies, and shifting interests all shape what should be said next.

Marketers gain the context to adapt tone, timing, and offers without guessing, which directly affects relevance and response rates.

Over time, patterns inside contact records reveal which segments are growing, which are fading, and where new opportunities appear.

This gives growth teams a living map of their audience rather than a static list of numbers.

Operationally, contact records support scalable workflows, since campaigns, triggers, and handoffs can all reference the same shared profile.

Teams can coordinate across channels while still treating each person as a single, recognizable contact.

As strategies evolve, contact records provide continuity so that new experiments build on existing relationships instead of starting from zero.

FAQs About Contact Record

How do I update a contact's phone number?

To update a contact's phone number, open the Contact record and locate the phone number field. Replace the existing number with the new one, following the correct format for your region. Make sure to save the Contact record so the updated phone number is stored correctly.

Can I merge duplicate contact records for texting purposes?

Yes, you can merge duplicate contact records for texting, but you need to do it carefully. Merging combines phone numbers and other key details into a single, accurate Contact record for consistent messaging history. Make sure the final record keeps the correct primary number and opt-in status for compliant texting.

How can I delete a contact from my texting list?

To delete a contact from your texting list, open the Contact record and locate the option to remove or delete it from your messaging system. Confirm the deletion so the Contact record is no longer included in future text sends. Make sure you review the record before deleting, since this action might be permanent.

What information is stored in a contact record for texting?

A contact record for texting typically stores the contact's name, mobile phone number, and preferred communication details. It can also include consent status for texting, language preferences, and time zone to make sure messages are sent appropriately. Some systems add notes about past interactions to keep context for future conversations.