Contact-Call Relationships

Understanding how calls are automatically linked to contacts for better tracking and analytics.

How It Works

When someone calls your assistant, the system automatically:

1. Identifies the Caller: Uses the phone number to identify who is calling
2. Finds or Creates Contact:
   • If a contact with that phone number exists, the call is linked to them
   • If not, a new contact is automatically created
3. Links the Call: The call and contact are connected for easy tracking
4. Updates History: The contact's call history is updated with the new call

Benefits of Contact-Call Linking

📊 Better Analytics

• Per-Contact Insights: See how individual contacts interact with your assistants
• Pattern Recognition: Identify frequent callers and their typical needs
• Personalized Service: Track conversation history for more personalized responses

🔍 Enhanced Filtering

• Contact-Specific Views: Filter all calls and analytics by specific contacts
• Historical Tracking: See the complete interaction history with each contact
• Trend Analysis: Understand how relationships with contacts develop over time

🎯 Improved Insights

• Calling Frequency: Identify your most frequent callers
• Issue Resolution: Track whether contact issues are being resolved over time
• Service Quality: Monitor satisfaction levels for individual contacts

What Information is Stored

For each contact-call relationship:

• Contact Details: Name, phone number, and metadata
• Call Information: Duration, satisfaction, calling reason, and transcript
• Relationship Data: When the call occurred and which assistant handled it
• History: Complete timeline of interactions

Automatic Process

The contact-call linking process is completely automatic:

• ✅ No Manual Setup: Contacts are created automatically from calls
• ✅ Real-Time Linking: New calls are immediately connected to contacts
• ✅ Background Processing: All linking happens behind the scenes
• ✅ Historical Data: Past calls are preserved and linked appropriately
• ✅ Enhanced Reliability: Recent improvements ensure contact linking works smoothly even with complex call data

Privacy & Data Handling

• Phone Number Matching: Contact identification is based only on phone numbers
• Secure Storage: All contact and call data is securely stored
• Data Retention: Information is kept according to your data retention policies

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Note: This feature automatically enhances your call management without requiring any additional setup or configuration. Recent system improvements have made the contact-call linking process even more reliable and stable.

If you have questions about contact-call relationships, please contact your administrator or support team!