Record types can be applied on calls and chat conversations where contact information is unknown.
How to apply Record Types on Phone?
If the mobile number is a non-unique field, you must create the contact and manually set the Record Type.
Go to SALES CONVERSATIONS > PHONE > All phone calls
Click the ellipsis icon and click Create contact.
In the ADD CONTACT overlay, choose the Record Type.
Contact will be created automatically with the Account admin’s default record type if the mobile number is a unique field.
How to apply Record Types on Chat
If the mobile number is a non-unique field, you must create the contact manually. The record type will be the user’s default record type.
Contact will be created automatically with the user’s default record type if the mobile number is a unique field.
