Inbound Contact Lookup in Taalk

When an inbound call comes into your Taalk-powered dialer system, the platform automatically performs a contact lookup so your agent can instantly recognize who is calling — no manual search required.

How It Works

1. Automatic Caller Recognition

   • As soon as the inbound call is received, Taalk checks if the caller’s phone number exists in your contact records.

   • The contact’s name will be shown to the agent if it’s available — even if the name field is not prefixed with taalk_.

    

2. Inbound Campaign-Aware Search

   • If the inbound call is associated with an Inbound Campaign (via caller ID routing), Taalk will first search within the campaign’s contact list for a match.

   • This ensures the agent sees the most relevant campaign-specific data for that caller.

    

3. Fallback to Global Search

   • If no contact is found in the campaign list, or if no campaign is tied to the call, Taalk will search all contacts in the account.

    

4. Session Field Loading Rules

   • On inbound calls, only contact fields prefixed with taalk_ are automatically loaded into the session context for agent scripts and workflows.

   • Exception: The name field is always loaded, even without the taalk_ prefix, to ensure agents can greet callers personally.

Agent Experience

• The agent sees the caller’s name and any available Taalk_ fields in real time when the call is answered.

• This provides instant context, enabling personalized greetings and faster resolution without manual lookup.