Recently, I submitted a support ticket on this issue where contacts in my team account are directly texting me a question to my twilio number (because I had them save it as a direct form of contact), and it is creating a new contact in my personal command with the phone # as the name. Then, I have to go search the phone # in my team account to see who it is. I have to copy/paste the text I received from them into a timeline note, and then text them back from the team account to keep it in the correct timeline. Lastly, I have to go delete the contact with only the phone # in my personal account. I had not noticed this happening until the past 3-4 months. I have actively used my twilio account for several years (at least 3-4 years!!!), and this is a new behavior. Here is the reply from support for the record: "There is a nuance to the text system when it comes to text replies that are received 30+ days after the initial message from the agent was sent from the team account. The system does not recognize the text reply as a team reply due to the timing, so it reads it as a new message from a new contact and creates it in the personal account. Currently this is how this specific situation works due to system functionality. While if the client replies within 30 days of receiving the message, it will post the reply in the team contact account."

I believe that if a text comes in and the system recognizes the number as existing in my team OR my personal account, it should come through as the existing contact, not create a new contact... this completely defies the de-duplification concept in my opinion and creates extra work.