Filter by Scheduling Product
Watch & Learn

Managing Contacts in OnceHub

This article explains how contacts are created, updated, and deleted across OnceHub. It also covers how OnceHub handles duplicate records and how these changes affect your meetings, notifications, calendar events, and integrations.

How Contacts Are Created

Contacts in OnceHub cannot be created manually one by one. Instead, new contacts are created using one of the following methods:

  • Automatic creation: OnceHub automatically creates a new contact when a customer schedules a meeting, interacts with a Chatbot, or submits a Routing Form.
  • Bulk import: You can import contacts in bulk by importing a CSV file using the Import CSV option from the Contacts page.
  • Via the OnceHub API: Contact records can be created programmatically via the OnceHub API.

How OnceHub Prevents Duplicate Contacts During Creation

To prevent duplicate records, OnceHub automatically runs a matching process before creating a new contact record from an activity or an import.

  1. OnceHub checks for an existing contact record using their email address (primary identifier) or mobile phone number (secondary identifier).
  2. If a match is found: OnceHub automatically links the new activity to the existing contact record and updates it with the incoming information.
  3. If no match is found: OnceHub treats this as a first-time interaction and creates a new contact record.

To learn how OnceHub identifies existing contacts, see How Contacts Are Identified In OnceHub article.

How to Edit a Contact

You can update an existing contact record using any of the following methods:

  • From the Contacts page: Select any editable field, update the value, and press Enter to save. 
  • From the Contact Detail page: Select a contact to open its specific detailed page, update the necessary fields in the Contact Details pane on the left, and press Enter to save.
  • From the Activities: Select an activity to open the Contact Details pane on the right, update the necessary fields, and press Enter to save. 
  • From the Scheduled Meetings page: Select a scheduled meeting to open the Contact Details pane on the right, update the necessary fields, and press Enter to save. 
  • From the Live Engagements page: Select an active chat or historical interaction to open the Contact Details pane on the right, update the necessary fields, and press Enter to save.
  • Via the OnceHub API: Update contact records programmatically via the OnceHub API.

Impact of Editing a Contact

Updating a contact ensures scheduled meetings, notifications, calendar events, and supported integrations use the latest contact information.

  • Notifications: All upcoming meeting notifications are sent to the updated email address or mobile phone number of the guest.
  • CRM Integrations: If you have connected a CRM integration, such as HubSpot or Salesforce, OnceHub automatically syncs your updates to the matching CRM record. This keeps your information consistent across platforms. To learn how OnceHub identifies matching CRM contacts, see the Contact Identification Logic for HubSpot and Salesforce.
  • Calendar Events: For future meetings synchronized with Google Calendar or Microsoft Exchange, OnceHub updates the existing calendar event with the latest contact information.
    NOTE: Calendar events on other calendar platforms are not updated automatically to prevent duplicate or unnecessary notifications. 

To prevent data fragmentation, OnceHub automatically identifies duplicate contact records during updates or new activities.

To learn how contact records get merged, see How OnceHub Handles Duplicate Contacts article.

How to Delete Contacts

You can permanently remove contact records from the Contacts page or programmatically via the OnceHub API.

  1. Select the checkbox next to one or more contact records on the Contacts page.
  2. Click Delete, which will appear at the bottom of the screen after selecting your contact record(s).
  3. Review the summary details inside the pop-up, then click Delete contact to confirm.

NOTE: You can delete up to 500 contact records in a single action.        

Impact of Deleting Contacts

Deleting a contact record removes it from OnceHub and affects related meetings and integrations as follows: 

  • Contact record: The contact record is permanently removed.
  • Activities: All past and future activities, including meetings and chats, are retained in your account for reporting.
                                                                                                                

  NOTE: Individual activities or chats can be deleted separately from the Activities page. For more details, see Managing Guest Activities article.     

  • Meeting reminders: Scheduled reminders for existing meetings continue to be sent.
  • CRM integration: Deleting a contact record in OnceHub does not delete the corresponding contact from your connected CRM. 
Was this article helpful?
Thank you for your feedback!
back to top