When you text someone from Inbox, that conversation is tied to the phone number you are texting — not only to the person record. If the number on the person is wrong, or they get a new phone, CoolFocus needs you to say why the number changed so the conversation is handled the right way.
Why this matters. Updating a phone on a client, donor, or other contact does not silently move an open text conversation to the new number. That protects you from accidentally keeping a stranger’s texts on a client’s record, and from texting the old number after a real number change.
Two different situations
A phone number change usually means one of two things:
Situation | What it means | What CoolFocus should do |
Wrong number | That number was never this person (typo, old data, someone else’s phone) | Close and lock the old conversation so no one can reply or send on it. Keep it on the record so you can see what happened. The wrong number is recorded so you don’t text it again by mistake. |
Same person, new phone | This person changed phones or got a new number | Keep the conversation and point future texts to the new number. A note is added in the thread so history is clear. |
Those two paths are opposites. CoolFocus asks which one applies instead of guessing.
What you’ll see when you change a phone number
1. Open the person (client, donor, volunteer, etc.) and edit their phone number as usual.
2. Save is not blocked. Your phone update still saves on the person.
3. If there is an open (or recently used) text conversation still using the old number, CoolFocus asks you to choose:
• Wrong number, or
• Same person, new phone
You’ll see this prompt on the person when you edit phones, and/or as a banner at the top of the Inbox conversation.
If you aren’t sure yet. You can decide later. Until someone chooses, the conversation is paused. No one can send on that thread (not manual replies and not automated texts) so CoolFocus doesn’t guess and text the wrong place.
Choosing “Wrong number”
Use this when the messages went to someone who is not your client (or donor, etc.).
What happens:
• The old conversation is closed and locked — you cannot send or reply on it.
• It stays on the person’s record so staff can still see those messages and that they were a wrong number (they are not hidden).
• The old number is treated as do not contact for texting, so a plain-language “please stop” from a stranger is not lost when you correct the record.
• Start a new conversation when you text the correct number for that person.
Typical clues it was a wrong number: replies like “I’m not that person,” “wrong number,” or “please delete this number.”
Choosing “Same person, new phone”
Use this when the person is still the same and only their mobile number changed.
What happens:
• The conversation continues on the new number.
• Future sends go to the new number.
• A system note is added in the thread (old number → new number, who changed it, when).
• Older messages still show the number they were actually sent to. History does not rewrite to pretend everything always went to the new phone.
How Inbox shows phone numbers
Inbox separates two facts that used to get mixed together:
• Primary phone on the person — what’s on their contact record.
• Texting number for this conversation — the number this thread is actually using.
If those don’t match, treat that as a signal to check the banner or the phone-change prompt. The conversation header also shows the thread’s texting number for named contacts, so you can see where a send will go before you type.
Quick examples
Example A — Wrong number
You text a client, and someone replies “I’m not Sierra.” You fix the phone on Sierra’s record to the correct number. Choose Wrong number. The old thread locks. Text Sierra on the correct number in a new conversation. The stranger’s number is not left as an open, sendable thread on Sierra.
Example B — New phone
A client tells you they got a new cell and gives you the number. You update their phone and choose Same person, new phone. The same Inbox thread keeps going; new texts go to the new phone, with a clear note in the history.
Tips
• Don’t only change the phone on the person and keep typing in the old thread without answering the prompt — while it’s paused, sends are blocked on purpose.
• Closing a conversation by itself is not the same as choosing wrong number vs new phone. Use the prompt or banner so CoolFocus applies the right lock, opt-out, or number update.
• If a stranger texts back on a wrong number, prefer Wrong number (and your usual process) rather than deleting evidence of their messages.