---
title: "Contact Info - Auto-Respond Docs"
description: "Control what happens when a lead shares a phone number or email"
source: https://auto-respond.com/docs/messaging-settings/contact-info/
---

![Contact Info documentation guide](https://auto-respond.com/assets/docs/messaging-settings-contact-info.svg "Contact Info Documentation")

A visual guide to the Contact Info documentation, covering the setup, configuration, and workflow details explained on this page. Documentation illustration for Contact Info.

# 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 Auto-Respond, 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: Auto-Respond 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](https://auto-respond.com/docs/messaging-settings/integrations/).
- **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@auto-respond.com>.

Last updated: October 1, 2026