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 information 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, preserving original data integrity while still capturing missing details.
Each new contact detail is recorded in an account note, which:
Is visible to agents for review.
Allows agents to manually apply the update if deemed appropriate.
Balances consumer self-service with agent oversight.
Phone Number & Text Messaging Preferences
When a consumer updates their phone number in VA 2.0:
If “Text me” is set to true, the phone number is automatically opted in for text messaging.
If “Text me” is set to false, an opt-out confirmation message is sent.
This opt-in/opt-out logic honors consumer consent preferences.
Examples of Contact Update Behavior
Example 1: No Existing Phone Number
The ACE record has no phone number listed.
The consumer adds a new phone number in VA 2.0 and enables "Text me."
Result in ACE:
The phone number is inserted into the consumer's profile.
It is verified, marked as priority 1, and opted in for text messaging.
A note is added to the account documenting the update.
Image displays Example 1 — new phone number added, verified, prioritized, and opted in.
Example 2: Existing Phone Number Present
The ACE record already contains a primary phone number.
The consumer enters a different phone number in VA 2.0 and enables "Text me."
Result in ACE:
The existing phone number remains unchanged.
The new phone number is added, verified, and opted in for text messaging.
An account note is created documenting the consumer’s submission.
Agents can review and decide whether to promote the new number or leave the existing one as primary.
Image Displays Example 2 — account notes logging phone updates, consent changes, and trigger initiations from VA 2.0.
Example 3: No Existing Email Address
The ACE record has no email on file.
The consumer adds an email address in VA 2.0.
Result in ACE:
The email is inserted into the account.
It is verified, assigned priority 1, and marked as OPTED_IN.
An account note is created to log the update.
Example 4: Email Update with Existing Email Present
The ACE record already has an email address on file.
The consumer enters a new email address in VA 2.0.
Result in ACE:
The new email is added as an additional primary with a lower priority (e.g., 2).
It is verified and marked as OPTED_IN.
An account note is created documenting the update.
Agents can choose whether to promote the new email.
Example 5: No Existing Mailing Address Present
The ACE record has no mailing address on file.
The consumer provides a new address through VA 2.0.
Result in ACE:
The full address is inserted into the consumer’s profile.
It is marked as active, assigned priority 1, and classified as Demographic Type = Primary.
The source field is blank, and the address is not automatically verified.
A series of account notes are generated, documenting:
Trigger initiations (onAfterVirtualAgentPersonContactUpdate and onAfterVaPersonUpdate)
Component-level changes (Address1, Address2, City, State, Zip) from <empty> to the new values
The full address creation event with formatting
Agents can view these notes and optionally verify or adjust the record as needed.
Image displays Example 5 — new address added from VA 2.0 with priority 1.
Example 6: Existing Mailing Address Present
The ACE record an existing Mailing address on file.
The consumer provides a new address through VA 2.0.
Result in ACE:
The full address is inserted into the consumer’s profile.
It is marked as active, assigned priority 2, and classified as Demographic Type = Primary.
The source field is blank, and the address is not automatically verified.
A series of account notes are generated, documenting:
Trigger initiations (onAfterVirtualAgentPersonContactUpdate and onAfterVaPersonUpdate)
Component-level changes (Address1, Address2, City, State, Zip) from <empty> to the new values
The full address creation event with formatting
Agents can view these notes and optionally verify or adjust the record as needed.
Image displays Example 6 — system notes showing full address creation from blank fields, with each address component logged and both VA triggers initiated
Workflow Triggers to Consider
Two key triggers are involved when consumers update contact details:
onAfterVirtualAgentPersonContactUpdate: Initiates after a consumer updates address, phone, or email.
onAfterVirtualAgentPersonUpdate: Initiates when a consumer updates name, DOB, SSN, and contact info.
Caution
These two triggers may initiate 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.