Update contact action

Create a new contact or update an existing one. The action matches contacts by phone number or email — if a match is found, it updates the record. If not, it creates a new contact.

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Configuration

At least one identifying field (phone or email) should be provided so the action can match or create the contact.

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How matching works

1. If a phone number is provided, the action searches for an existing contact with that number
2. If no phone match, it searches by email
3. If a match is found, the contact is updated with the new data
4. If no match, a new contact is created

Fields you leave blank are not overwritten on existing contacts.

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Output

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Example

Tag contacts after a completed call:

1. Trigger: Conversation ended → Agent Type: voice
2. Condition: Outcome equals “completed”
3. Action: Update contact
   • Add Tags: “called”, “interested”

Create contact from webhook data:

1. Trigger: Webhook (receives form submission data)
2. Action: Update contact
   • First name: {{firstName}}
   • Last name: {{lastName}}
   • Email: {{email}}
   • Phone: {{phone}}
   • Add Tags: “website-lead”
3. Action: Voice call with sales agent

Move a contact between segments:

1. Trigger: Booking confirmed
2. Action: Update contact
   • Add Tags: “customer”
   • Remove Tags: “lead”, “interested”