Add Another Phone Number to a Customer

Members often call from more than one phone: a cell, a work phone, a landline at home. Add another phone number to a customer and careCycle recognizes them when they call from it, instead of treating them as a new caller. A search by that number finds them too. You can add the number from the customer page, or during a call, when a new caller turns out to be an existing customer calling from a different number.

Other phone numbers live on the Other Phone Numbers card on the customer's Overview.

Add a number from the customer page

1. Open the customer and find Other Phone Numbers on their Overview.
2. Click Add.
3. Enter the number and pick a Label: Cell, Home, Work, Other, or No Label.
4. Click Add Number.

To change or remove a number, click More actions (the ... button) on its row and choose Edit… or Remove. Once a number is removed, calls from it no longer find this customer. Past calls stay on their record.

Add a number during a call

When someone calls from a number careCycle doesn't know, it starts a blank record for them, and a New caller. banner shows under the call header. If they're already a customer calling from a different phone:

1. Click Find Existing Customer in the banner.
2. Search by name, phone, email, or MBI, and pick the right person.
3. Click Add Number to [their name].

The number is added to that customer's other phone numbers, and the new caller's record folds into theirs: this call, texts, notes, tasks, appointments, files, campaigns, prescriptions, providers, pharmacies, tags, and custom fields move over. Where both records have a tag or custom field, the customer's own value stays. Basic details on the new caller's record, like a name, email, or address you typed, don't carry over, so enter those on the customer if they've changed. Next time they call from that number, careCycle knows who they are.

If the new caller's record already has policies, dependents, related people, or other numbers of its own, it can't be folded in, and careCycle tells you so.

What other numbers do (and don't do)

• Inbound calls from the number find the customer. The call is matched to them just like a call from their main number.
• Search finds them. On the Customers list, a phone search checks other numbers too, and the row shows Other number: with the one that matched.
• Texts and outreach still use the main number. careCycle doesn't call or text other numbers.
• A number belongs to one customer. If it's already another customer's number, careCycle says so and links to Open that customer. The one exception is a blank record that careCycle created when someone called from the number before. If it has no name, date of birth, MBI, email, or customer ID, and no policies, dependents, related people, or other numbers, adding the number folds it into this customer, along with its calls and texts.

If two people really do share one number, like a married couple on a landline, link them as related people instead.

Who can do this

You need permission to edit customers to add, change, or remove other phone numbers, and to see the New caller. banner on calls.