Incoming chat messages should not automatically create a new Contact

Hello,

Currently, Creatio’s chat functionality requires every chat session to be associated with a Contact record. This design ensures correct processing of chats, message history, and further communication tracking. Because of this dependency, it is not possible to fully disable automatic Contact creation.

New contacts are automatically created for incoming chats when the following conditions are met:

• The customer is messaging through Facebook, Telegram bot, or WhatsApp for the first time.
• No existing contact in Creatio is associated with that messenger user ID.

When a chat from a previously unknown contacts arrives, Creatio only receives the external messenger user ID. Since this identifier (ContactIdentity) is not yet linked to any contact record in the system, the platform must create a new contact. This applies only to the very first interaction.

For all future chats from the same person, Creatio will recognize the messenger user ID and correctly link the conversation to the existing contact — so no duplicates will be created going forward.

Despite this, the operator, working with the very first chat, has the ability to merge duplicate contacts (if any are found according to the duplicate search rules configured in the system).

The OOTB logic of contact identifier can be viewed in OmnichannelContactIdentifier method.

To summarize, this behavior is currently built into the system and cannot be disabled using out-of-the-box settings. However, if needed, it is possible to implement a custom solution to adjust the logic to better fit your requirements. However, we don't have an example of such an implementation.

In addition, a task has already been registered in our R&D team to consider and implement the possibility of stopping the automatic contact creation in future releases.