Inbound Call Lookup Deep Dive

Fastcall describes our inbound call routing here. We often are asked about the lookup relationship when an inbound call or SMS is received. Fastcall does not create the lookup to the Salesforce record. Users do this. And the user selection is saved to a lookup table in Fastcall. Your users control it.

The caller phone number is matched to the Salesforce record. Fastcall does not know this is Lucy Smith, the user sets this relationship.

Fastcall supports only one lookup per number. You can associate with a Lead, Contact or an Account.

If 323-886-9397 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 phone number (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.

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.

Change the lookup using the Fastcall widget

Fastcall Widget with Lookup to Related Record

Users can change the lookup if it is wrong using the Fastcall widget.

  • Click the name to for the detail screen
  • The eyeglass searches
  • ‘x’ to remove the lookup
  • You can search for another one
  • Or create a new Lead

Fastcall will update the lookup relationship on the current call, but we do not iterate over the lookup table to edit past calls. 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 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 directly on the Salesforce Task.

Assign Call is a custom button added to your Salesforce Task used to manage the lookup

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.

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 in Salesforce.

Richard Rosen
Latest posts by Richard Rosen (see all)