We’ve introduced a new Invalid phone number flag and customer event to help teams make better contact decisions and reduce time spent on unsuccessful calls.
Having clearer visibility into phone number validity supports more effective telemarketing lists, improves first-contact success for support teams, and encourages the use of alternative communication channels (such as email or IAM) when phone contact isn’t viable.
This new flag aligns with existing Admin indicators like Invalid mailing address and Email address bouncing, giving teams a more consistent view of contact reliability across channels.
What’s new
Customer Admin
An Invalid phone number flag is now displayed on the customer Admin profile.
The flag can be manually toggled on or off directly from the profile.
When toggled, a confirmation modal is shown with additional context about the flag.
An optional reason can be entered when adding or removing the flag, providing helpful audit context.
Customer events
Toggling the flag creates a new customer event: Phone Number Validation.
Event data includes:
Valid: true / falseOptional reason (if provided)
Event data may also be displayed as:
Toggled: Valid → Invalid
If a customer’s phone number is updated while their phone flag is currently set to invalid, a Phone Number Validation event with
Valid: truewill automatically be triggered.
Metrics
The invalid phone number flag is house in the customer_event table in Metrics, making it easier to:
Refine call lists
Measure contact success rates
Identify opportunities to shift outreach to alternative channels
Why it matters
Reduce wasted effort by avoiding calls to unreachable numbers.
Improve customer experience by choosing the most effective contact channel.
Increase first-contact resolution for support teams.
Maintain cleaner customer data with clearer signals when contact details need updating.