How VA 2.0 Handles Consumer Contact Updates

Overview

When consumers update their contact information (such as phone number, email, or address) in Virtual Agent 2.0 (VA 2.0),  ACE captures and applies those changes in real time. This document explains what happens to that data, how text messaging preferences are handled, and what workflow triggers may apply.

What Happens When a Consumer Updates Their Information

When a consumer enters contact details in VA 2.0:

• The data is inserted into the consumer's profile in ACE only if that field is currently blank on the primary account.

• Existing contact information is never overwritten.

This preserves original data integrity while still capturing missing details.

Phone Number & Text Messaging Preferences

When a consumer updates their phone number in VA 2.0:

• If the consumer sets “Text me” to true, the phone number is automatically opted in for text messaging.

• If the consumer sets “Text me” to false, an opt-out confirmation message is sent.

This opt-in/opt-out logic ensures TCPA compliance and aligns with consumer consent preferences.

Workflow Triggers to Consider

Two key triggers are involved when consumers update contact details:

• onAfterVirtualAgentPersonContactUpdate: Fires after a consumer updates address, phone, or email.

• onAfterVirtualAgentPersonUpdate: Also fires for updates to name, DOB, SSN, and contact info.

Caution

These two triggers may fire simultaneously. Carefully configure your workflows to avoid duplication or conflicts.

Communication Preferences Are Respected

All contact updates respect the consumer’s Do Not Call, Do Not Email, Do Not Mail, and Do Not Text flags set on the primary account.

Related Resources

Virtual Agent 2.0 Workflow and Triggers