Each Contact in Medallia Concierge can have one or more "channels" (think, phone number, email, Facebook Messenger, etc.) When importing Contact data from an integration or manual CSV import, Medallia Concierge makes some assumptions and determinations with regard to which channels are considered primary and which channels are secondary.
Assumptions:
CSV Imports can have more than one phone number even though there is only one phone number mapping field. This can be accomplished by comma separating the phone numbers within the one column. In this case, the first number is considered "primary". Obviously, when there is just one phone number, it's considered primary as well.
3rd party systems like HotSOS, Opera, and SpringerMiller are all a bit different and pass along data in various formats. Many of these 3rd party integrations specify more than one phone number channel, typically with one of them being considered "primary". If “mobile” is an option, we consider this “primary”.
Whenever any phone number channel is added to a Contact via an integration or CSV Import:
If the contact's active channel is an email address, the phone number is automatically made the active channel.
If the contact's active channel is a phone number and a new “non-primary” phone number channel is added, the new "non-primary" phone number is added and the original number is kept as primary. Note, since CSV Import allows for comma separated phone numbers, the first will be considered primary and any additional numbers are secondary. In any case, if a CSV has at least one phone number, it will become primary automatically.
If the contact's active channel is a phone number and a new “primary” phone number channel is added, the new "primary" phone number is added and it's designated as primary. For any integrations where there is only one phone number field, the single phone number field will always be treated as primary.
If the contact's active channel is a non-email, or non-phone channel, do not modify the contact's active channel. This is the case when the active channel is Facebook Messenger, WebChat, SDK, etc. In these cases, we do not want to make the assumption that any new phone number will be the primary channel.
Whenever any phone number channel is added manually:
If only email exists (no phone number) and phone is added, the phone will become primary automatically.
If a primary phone number exists and another number is added, it does nothing to the primary channel. This case is similar to case #2 above, where the additional number is considered a non-primary number.