What does the icon next to a customer's contact detail mean?

Next to every phone number or e-mail address of a customer there is a coloured icon. That icon says something about two separate things at once — not one combined status.

Two separate axes

1. Has this contact detail been confirmed?

Has the customer ever proven that this phone number or e-mail address is theirs? For example by entering a one-time verification code via the AI agent (chat or voice), or in some other way.

2. Does a message still get delivered here?

Has it turned out before that a message to this contact detail does not arrive? For example a bounced e-mail, or a phone number that no longer exists.

The combination determines the icon

A contact detail can be confirmed but still unusable (the number no longer exists) — and the other way round: never confirmed, but perfectly reachable.

Viewing the details

Click the contact detail for the details: when it was confirmed, via which method and channel, and how often a message failed to arrive.

Why this is useful

It helps with cleaning up outdated contact details. An AI agent also uses this information to decide whether sending a verification code to this contact detail makes sense.

Related

More on how the AI integration uses this for verification can be found in: How does the AI integration work?.