Contact Info

The Contact Info tab controls what happens the moment a lead hands over a phone number or email. You can send an acknowledgment message to the lead, fire your CRM integrations, and fire your messenger/alert integrations - independently, per contact type.

Getting here

In NZ Leads, go to Sources → select a source → Messaging Settings → Contact Info tab.

Phone section - “When a phone number is received”

On Yelp sources this section also covers customers who choose to share their phone number on Yelp: NZ Leads fetches their real number directly from Yelp, adds it to the lead, and the CRM and messenger toggles below apply as for any phone number.

Send confirmation message to the customer (phone)

• Label: “Send confirmation message to the customer”
• Default: off
• When on: a confirmation message is sent to the lead as soon as their phone number is captured.
• When off: no acknowledgment message is sent.
• Use this when: you want the lead to know their number was received and what to expect next.

Trigger CRM integrations (phone)

• Label: “Trigger CRM integrations”
• Default: off
• When on: all CRM integrations configured on this source fire when the phone is captured (create/update contact, add note, etc.).
• When off: CRM integrations don’t fire at this event. They may still fire at other events (email received, new lead, etc.) depending on each integration’s own setup.
• Use this when: phone capture is the milestone that qualifies a lead for your CRM.

Trigger messenger integrations (phone)

• Label: “Trigger messenger integrations”
• Default: off
• When on: all messenger/alert integrations (SMS, Slack, Telegram, email alerts, etc.) fire when the phone is captured.
• When off: messenger integrations don’t fire at this event.
• Use this when: you want your team notified the moment a phone number comes in so someone can call right away.

Email section - “When an email is received”

The email section mirrors the phone section - three independent toggles for the same three actions.

Send confirmation message to the customer (email)

• Label: “Send confirmation message to the customer”
• Default: off
• When on: a confirmation message is sent to the lead as soon as their email is captured.
• When off: no acknowledgment message is sent.

Trigger CRM integrations (email)

• Label: “Trigger CRM integrations”
• Default: off
• When on: CRM integrations fire when the email is captured.
• When off: CRM integrations don’t fire at this event.

Trigger messenger integrations (email)

• Label: “Trigger messenger integrations”
• Default: off
• When on: messenger/alert integrations fire when the email is captured.
• When off: messenger integrations don’t fire at this event.

Confirmation message settings (shared across phone / email)

These settings apply to whichever “Send confirmation message” toggles you’ve turned on.

Always send (even mid-conversation)

• Label: “Always send (even mid-conversation)”
• Default: off
• Availability: only editable if at least one “Send confirmation message” toggle above is on.
• When on: the confirmation is always sent when contact info is received, even if you’ve already been replying to the lead manually.
• When off: the confirmation is only sent if no one from your business has messaged the lead yet in that thread. Once you’ve replied manually, no automatic confirmation is sent.
• Use this when: turn on if you want the confirmation to go out every time contact info arrives regardless of conversation state. Leave off if you’d rather your manual replies replace it.
• Important: the confirmation is never sent while an AI Assistant conversation is still in progress - the AI handles the thread itself.

Message to send during business hours

• Label: “Message to send during business hours” (rich-text editor)
• Availability: only editable if at least one “Send confirmation message” toggle is on.
• Default: (empty)
• What it is: the confirmation message used when contact info is captured during your business hours.
• Use this when: always fill this in once you’ve enabled any confirmation toggle.

Message to send during business OFF hours

• Label: “Message to send during business OFF hours” (rich-text editor)
• Availability: only editable if at least one “Send confirmation message” toggle is on.
• Default: (empty)
• What it is: the confirmation message used when contact info is captured outside business hours.
• When blank: the business-hours message is used for both.
• Use this when: set a separate message if your expected response time changes off-hours (e.g., business hours: “I’ll call in the next hour”; off hours: “I’ll call first thing tomorrow”).

How it behaves

• CRM vs messenger toggles are independent. You can fire one, both, or neither for each of phone / email.
• Order of events: when contact info arrives, the confirmation message (if enabled) and the integration triggers (if enabled) fire together.
• Duplicate events: if the same lead shares their phone more than once, integrations fire again each time - most CRMs handle this as an update, not a duplicate create.
• Confirmation vs AI: while the AI is still conversing, the AI is in control of what the lead sees - no auto-confirmation goes out. Once the AI hands off, the next contact-info event follows the normal confirmation rules.

Troubleshooting

• Confirmation message isn’t sending: confirm the relevant “Send confirmation message” toggle is on and a message body is filled in. If the confirmation was supposed to fire mid-conversation, turn Always send (even mid-conversation) on.
• CRM didn’t receive the lead when phone arrived: confirm Trigger CRM integrations is on in the phone section, and that the CRM integration itself is active on this source in the Integrations tab.
• Team got double-alerted: you may have messenger integrations firing both on new-lead and on phone-received events. Pick one milestone per notification channel.
• The off-hours message isn’t sending when I expect: “off hours” is determined by the Timing tab schedule. Make sure your timezone and schedule there are correct.

Questions? Email support@nzleads.com.