We updated how RO App telephony automations create contacts. Contacts can now be created for incoming calls only, or for all calls, depending on the automation settings.
New setting for call automations
Previously, contacts could be created automatically regardless of call direction. This meant outgoing calls could add unnecessary contacts to your database, making it harder to scan your contact list for the number you actually needed.
In call automation settings, next to the Create contacts for calls option, a new Direction field has appeared with two options:
All
Incoming
New automations default to Incoming. This helps avoid creating unnecessary contacts from outgoing calls if your team doesn't need them.
If you want to keep the previous behavior, you can select All – contacts will then be created for both incoming and outgoing calls.
If your company already had an active call automation before this update, it was automatically set to Incoming. If you need contacts to be created for outgoing calls as well, open the automation settings and select All.
Please note: this setting only affects contact creation. Other automation actions, such as creating inquiries or tasks, work the same way as before.
Clearer names for auto-created contacts
We also updated the naming pattern for auto-created contacts. The phone number now comes first in the contact name.
For example, instead of:
Auto-created contact binotel +380 (66) 612 73 21
a contact is now created as:
+380 (66) 612 73 21 Auto-created contact binotel
This makes contacts easier to scan and faster to find by phone number.
The new format applies to newly auto-created contacts only. Existing contacts are not renamed.
Automatic contact manager assignment
Whenever possible, RO App now assigns a contact manager to auto-created contacts.
The manager is determined based on the call direction:
if an outgoing call is made from the RO App interface, the contact manager will be the user who initiated the call;
in other cases – if an incoming call is answered or missed, as well as if an outgoing call is made outside the RO App interface – the manager is selected among the employees who have access to the relevant extension.
If no employee has access to the relevant extension, the contact will be created without a manager.
If a single call triggers several automations, RO App uses the same responsible employee for all related actions: the contact manager, the task assignee, and the inquiry assignee.
Why this is useful
This update helps keep your contact base cleaner, especially if your team makes a lot of outgoing calls. You'll be able to avoid unnecessary auto-created contacts, find customers by phone number faster, and immediately see the responsible manager for follow-up.
This is especially useful for service centers, auto repair shops, sales teams, and any team that actively relies on telephony in RO App.
To learn more about call automation, check out the article Automated creation of contacts, tasks, and inquiries from calls.
If you have any questions, suggestions, or comments about this update, please reach out to us via the support chat.