Create an account from a text conversation

Review names, phone numbers, email addresses and work addresses from a text conversation, then create or link the customer account.

In the sidebar, open Communications, then Text, and open the customer's conversation. You can create an account using the details they have already sent.

Before you start

Your organization must have AI enabled and account capture included in its plan. Your role must allow you to use it and save the accounts, people and addresses you choose. The AI option is hidden when it is unavailable. Manual account creation and linking remain available with the appropriate permissions.

Steps

1. Press Create account with AI. For a conversation already linked to a customer, press Add details from conversation. Nova reads a small, recent part of the conversation.
2. Check the Account, People and Addresses cards. Blue labels mark new records; green labels mark saved records. Warnings use words and an icon as well as color.
3. Open Edit account, Edit person or Edit address to correct a detail. Keep a partner or on-site contact as a separate person. Under Who can we meet here?, select the people for each address.
4. Check any possible matches. Choose Use this account, a saved person, or Use saved address when it is the same customer, person or address. Creating a separate record despite a strong match needs special permission and a reason.
5. Read Here’s what will be saved. It updates as you edit. Check any questions, then press Create account or Save details once.
6. Press Open account to see the saved details, or Back to conversation to continue the conversation.

When details need more work

Use Look at earlier messages or Choose messages to read if the first suggestions are missing something. Choose the additional details you want to add. Your edits stay in place, and adding an address includes its named on-site contacts.

Use Finish later to keep your private draft for 24 hours. If asked, choose Save draft and close. Reopen the review from the same conversation to continue. This does not create customer records. Discard this review removes the draft.

What you see

Nothing is created while AI reads the conversation or while you edit. The final button saves the account, people, addresses, contact details and conversation link together. Retrying a save after a lost connection does not create a second copy.

Nova reads up to 40 recent messages and one additional group of up to 40 messages if you ask. A size limit may reduce the sample. Files and images are not read. Use the message links on a person or address to check the original text.

Existing names, addresses and notes are preserved. Changing a main contact, main phone number or main address requires permission and appears in the review. Saving contact details never removes an opt-out or grants permission to send messages.

If something looks different

• Your settings may require extra details or a billing address. Fill in the highlighted fields before saving.
• If AI cannot finish another pass, your earlier suggestions and edits remain available. If your organization turns AI off, AI reviews become unavailable.
• A new customer message or changed saved details can require you to review the updated confirmation before saving.
• Group texts do not offer AI account capture because more than one customer may be involved.

The review works on a phone, a computer and the Android app.