After a call ended, the contact info panel on a lead’s profile would sometimes
show “+ Add email address” in place of the email that was already saved on
that contact. Nothing was ever lost — the email was still on the record the
whole time, and it still appeared when composing an email to that contact —
but the profile read as though the field were empty. Agents who trusted the
panel could end up asking a lead for an email address the account already had.
The profile page and the contact sidebar were each loading the contact from a
different place, and those two sources labelled the list of email addresses
differently. Finishing a call updates the contact record, which triggers a
refresh of the profile — and that refresh went out to BOTH sources at once,
with whichever reply arrived last deciding what the panel saw. When the reply
in the wrong format arrived last, the panel found no email addresses under the
name it was looking for and fell back to the “add” prompt. Because the outcome
came down to which of two simultaneous requests finished first, the same action
could go either way, which is why it struck only some calls and why reloading
the page helped sometimes but not reliably.
The profile now loads a contact from a single place, in a single agreed format,
so a refresh after a call can no longer change the shape of what the panel
receives.
What you may notice
Email addresses stay visible on a contact’s profile after a call ends, with no
reload needed. Phone numbers and addresses were vulnerable to the same
mismatch and are now covered by the same fix.