Fastcall Inbound Call / SMS Lookup

Table of Contents

Fastcall Inbound Call / SMS Lookup

When an inbound call or SMS is received Fastcall creates the lookup if we find a Salesforce record with a matching phone number based on the criteria explained below. If the phone number exists on more than one record – or say an Account and Contact – Fastcall will associate the matched record. The lookup relationship is saved to a lookup table in Fastcall. This lookup table is managed completely in your Salesforce org. Fastcall supports one lookup per number. You can associate with a Lead, Contact, an Account or a custom object. Fastcall can also create a record of any type from an inbound call.

Call Lookup Example

If 543-456-7890 calls. We have no way to know if this is record1, or record2 or record3 dialing on the other end? How could we? We just see the caller ID (unless it is blocked.)

If all Contacts from an Account call with the same caller ID associate the lookup to the Account.

Example: “Starbucks”

Again, the user must do this. Fastcall will not know the number belongs to a Lead or Account. Users can change the lookup if it is wrong. And you can create a “holder lead” if you need to identify the number.

Example: Create a lead named Skype and all Skype calls will show that it is Skype.

Fastcall Lookup Settings

The phone lookup settings are managed under Call handling -> Inbound -> Phone Number Search. The first tab is used to manage the Salesforce object that will be searched with an inbound call, and the order of the search. You can also define how duplicates are managed with the created date or last update.

Admin Settings > Phone Number Search > Search Settings — Fastcall phone lookup settings

Fastcall Phone Lookup Table

Admin Settings > Phone Number Search > Phone Record Relations — The Fastcall phone lookup table holds the relationship between the phone and the Salesforce record.

Other Helpful Notes

We also do not iterate over the lookup table. So, for example, Joe receives a call and creates a lookup to a lead named Betty. The call comes in again and is answered by Steve who edits the lookup to a contact Rodger. We do not go back to the “Betty” lead and edit the relationship between the call and the record. We do update the lookup table but not the relationship between the prior task and the record. For the prior call if Joe said the call was from Betty then that task will continue to hold a lookup to Betty. If you needed the prior call task to have a new lookup relationship it would have to be done by hand.

NOTE: We do not limit the lookup capability to admins – or block end users. End users can set these lookups and our application will not block this. So if the lookup is wrong, it needs to be edited on your end.
You will want to train your end users on how to manage the lookups. This is the same data hygiene you would practice in all areas of Salesforce.