Recognize a caller in your contacts and say hello "name" when they call in
under review
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David Alan
This would be great for 2 reasons. 1) When one of your contacts is calling using the AI phone number they would be recognized " Hi John" Thanks for calling, how can I help you? 2) When doing voicemail drops to sell AI voice the caller could call back, be recognized and have a demo of what their missing on their call back.
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Sales & Marketing
Merged in a post:
Voice AI caller recognition request
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Sam Sherman
It would be great if the Voice AI that has gathered contact info from a customer who can later remember the caller when they return their call along with what they called for.
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Sales & Marketing
Merged in a post:
*** Contact Recognition & Contextual Greeting for AI Receptionist
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Amir Harouni
How It Works:
First-Time Call Handling:
When an unknown caller dials in, the AI receptionist asks for their name, email, and other necessary details.
The AI then stores this information and links it to the phone number.
Optional: The AI could also ask if they’d like to receive text confirmations or updates.
Subsequent Calls – Smart Recognition & Context Awareness:
When the same phone number calls back, the AI automatically recognizes them and greets them by name (e.g., “Hi John, welcome back! How can I assist you today?”).
The AI can retrieve prior conversation history or stored contact fields (e.g., last service requested, previous appointment details, customer type, or notes).
Intelligent Call Flow Based on Contact Data:
- If the contact previously provided an email, the AI can offer to send follow-ups there instead of asking for it again.
- If the caller had a previous unresolved issue, the AI could prioritize escalation or provide relevant updates.
- VIP clients or repeat callers could be given personalized routing (e.g., sent straight to a live agent).
Benefits of This Feature:
✅ Removes Repetition & Caller Frustration – Customers won’t have to repeat the same details on every call.
✅ Creates a Personalized Experience – AI can greet by name and reference past interactions.
✅ Speeds Up Call Handling – Calls are resolved faster because less time is spent collecting redundant information.
✅ Improves Business Professionalism – Feels like a real receptionist who “remembers” customers, making interactions smoother.
✅ Better Lead Tracking & CRM Integration – This feature could sync with a CRM, updating customer records automatically.
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Hide MyName
Great idea, but it should be OPTIONAL. There are some data sensitive industries (think medical) where we don't want the Agent to state any personal information
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Clay Elliott
We need this one badly for our client use cases! Hopefully it gets approved and brought into production asap.
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Keith Mendonsa
This is a very popular request. This would really help identify the caller based on the incoming caller ID and confirm with the caller the number as well as if it matches up with a company so it can confirm the company name based on the caller ID intake.
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Jeshma Das
This is requested by RN : 0-661-849. This makes the conversation experience better
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Matt Barbey
Seems like this would have been an easy thing to include with the rollout of Voice AI.
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Barry Sigsworth
You can just have "Hi {{ contact.first_name }}" in the initial greeting so if the contact is known they will be greeted by name, if not they just get "Hi". Then pick up the rest in the main prompt
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Darren Gallagher
Barry Sigsworth this works
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Mike Kubara
This would be great, wonder if this will roll out when the ever anticipated drop for workflow based voice AI?
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Aarat Bhatnagar
marked this post as
under review
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