CRM – Unrecognised Contacts

CRM – Unrecognised Contacts

Unrecognised contacts are created from those calls and messages received by the practice from non-patients, non-contacts and non-prospective patients

Unrecognised Contact records exist only within Adit and are not synced to your EHR/PMS.

Unrecognised Contacts do not have lifecycle stages like Patients or Leads.

When a Lead, Contact or Patient record is created in Adit and the phone number is already part of an unrecognised contact record, then the unrecognized contact record is automatically converted to the corresponding Lead, Contact or Patient record

How Are Unrecognised Contact Records Created?

Unrecognised Contact records can only be created automatically from the below areas within Adit.

  • Call Tracking – Created when a call is received from a number which is not a Patient, Contact or Lead

  • Engage – Created when a text is received from a number which is not a Patient, Contact or Lead

Unrecognised Contact Fields

In addition, phone number and caller id name if available, unrecognised contact records will have the below fields

Lead Source

The Lead Source field identifies the marketing source that generated the Lead.

Examples include:

  • Google Ads

  • Google Organic Search

  • Facebook Ads

  • Direct Calls

  • Other marketing channels

This field helps practices measure marketing performance and lead acquisition sources.

Profile Created From

The Profile Created From field identifies the Adit module or system that originally created the Lead record.

Examples include:

  • Call Tracking

  • Engage

Profile Created Date

The Profile Created Date field shows when the profile was originally created, regardless of any future changes to the record type.

Total Touchpoints

The Total Touchpoints field displays the total number of calls and text conversations between the Lead and the practice.

Last Touchpoint

The date and time of the most recent communication between the Lead and the practice.

Last Incoming

The date and time of the most recent communication initiated by the Lead.

Last Outgoing

The date and time of the most recent communication initiated by the practice.


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