Search Settings

Configure how Fastcall searches Salesforce records to identify the correct record for an inbound call. Search Settings allow you to define which managed objects Fastcall searches, the order in which records are evaluated, and the sorting criteria and filters used to select the appropriate record when multiple matches are found.

These settings help ensure that inbound calls are associated with the correct Salesforce record, even when the same phone number is assigned to multiple records.

Managed Objects can be set in search order. For example, Contacts first, then Leads. If Fastcall finds the same phone number on multiple objects, we will honor the search order set.

You can configure the order of managed objects in Admin Settings > Call Handling > Inbound > Phone Number Search Settings.

Search Order Criteria

Configure the order in which Fastcall searches the managed objects. This determines which object types are prioritized when the same phone number is associated with records from different objects, such as Leads and Contacts.

Arrange the managed objects in your preferred search order to control which type of record Fastcall considers first.

Choose how Fastcall determines which matching record to select:

• Use managed object’s list order – Fastcall searches the managed objects according to the order configured in the managed objects list.

• Use the following system field – Fastcall uses the selected system field to determine which matching record should be selected:
  • Created Date / Last Modified Date
  • Newest First / Oldest First

Sorting Criteria and Filters For Each Object Type

For each managed object type, you can configure sorting criteria and filters to refine the record search.

Search Order

The Search Order defines the priority used to select a record when multiple records of the same managed object type match the incoming phone number. You can specify the field name and the direction (Desc/Asc) that Fastcall should use to sort matching records and determine which one takes precedence.

For example, if multiple Contacts share the same phone number, you can configure the Search Order to prioritize the record with the most recent activity or the most recently created record, depending on the available sorting fields and your organization’s needs. This helps Fastcall consistently select the intended record when duplicate phone numbers exist.

Filters

Filters allow you to narrow the search to records that meet specific conditions. You can define criteria based on Salesforce record fields so that only records matching those conditions are considered during the search.

For example, you could configure a filter to include only active records or records that meet a particular status or ownership condition, depending on the fields available for the selected object. Records that do not satisfy the configured filters are excluded from the search results.

How It Works

When an inbound call arrives, Fastcall searches Salesforce records using the configured Phone Number Search settings. The selected record depends on the managed object search order, the record selection method, and the applicable sorting criteria and filters.

For example, if the same phone number is associated with both a Lead and a Contact, Fastcall uses your configured settings to determine which record the call should be associated with.

Best Practices

• Review the managed object search order to ensure the most relevant record types are prioritized.
• Configure filters to exclude records that should not be considered during the search.
• Define sorting criteria when multiple records of the same object type may share a phone number.
• Test your configuration with multiple Salesforce records using the same phone number to verify that inbound calls are associated with the expected record.

Last Updated: Fastcall v9.4.7, 2026-10-08