Call History Enrichment

When you upload contacts with names, those names automatically appear in your call history, making it easy to identify who was called.

View enriched call history: Open Call History to see contact names displayed alongside call records.

How It Works#

┌─────────────────────────────────────────────────────────┐
│                  Call History Flow                       │
├─────────────────────────────────────────────────────────┤
│                                                          │
│   1. Call made to +919876543210                         │
│                  │                                       │
│                  ▼                                       │
│   2. Call completes, record saved                       │
│                  │                                       │
│                  ▼                                       │
│   3. User views Call History                            │
│                  │                                       │
│                  ▼                                       │
│   4. System looks up phone in Contacts                  │
│                  │                                       │
│                  ▼                                       │
│   5. Contact name "Rahul Kumar" found                   │
│                  │                                       │
│                  ▼                                       │
│   6. Call History shows:                                │
│      ┌────────────────────────┐                         │
│      │  Rahul Kumar           │  ← Contact name         │
│      │  +919876543210         │  ← Phone number         │
│      └────────────────────────┘                         │
│                                                          │
└─────────────────────────────────────────────────────────┘

Before and After#

Without Contacts#

With Contacts Uploaded#

Notice how calls to known contacts show the name prominently, while unknown numbers still show just the phone number.

Matching Logic#

Phone Number Lookup#

The system matches calls to contacts using normalized phone numbers:

1. Call record has recipient_phone: +919876543210
2. System searches contacts in the workspace
3. Match found by phoneNumber: +919876543210
4. Contact name returned: Rahul Kumar

Normalization#

Both call records and contacts use E.164 format, ensuring consistent matching:

Result: Match found!

Priority Order#

When displaying a contact in call history, the system uses this priority:

1. Contact Name (from Contacts table) - highest priority
2. Recipient Name (from call record, if provided)
3. Phone Number (always shown as secondary info)

Example Display#

┌──────────────────────────────────────┐
│  👤 Rahul Kumar           ← Primary  │
│     +919876543210       ← Secondary  │
│                                      │
│  Type: Campaign    Status: Completed │
└──────────────────────────────────────┘

Viewing Call History#

Navigate to Call History#

Go to Insights → Call History in the sidebar.

Contact Column#

The first column now shows:

• Contact name (with user icon) when available
• Phone number (with phone icon) when no contact found

Filtering#

You can still filter by phone number in the search box. Contact names are enriched for display only.

Multiple Contacts Same Phone#

If the same phone number exists in multiple contact lists:

• The most recently added contact is used
• Only one name is displayed
• All contacts with that phone are still searchable

Retroactive Enrichment#

When you upload contacts:

• New calls: Immediately show contact names
• Past calls: Also show contact names when viewing history

The system looks up contacts when you view call history, so even historical calls are enriched with newly uploaded contact names.

Use Cases#

Campaign Tracking#

Upload leads before a campaign, then easily see which leads were called and their outcomes:

Customer Support#

Upload customer database to identify inbound callers:

Sales Follow-up#

Track which prospects have been contacted:

Best Practices#

Upload Contacts Before Campaigns#

For best results:

1. Upload contacts with names
2. Wait for upload to complete
3. Start your campaign
4. Call history shows names immediately

Keep Contacts Updated#

• Add new leads as they come in
• Update names if they change
• Remove invalid contacts

Use Consistent Naming#

For easy searching:

• First Last format
• Include company name if relevant
• Avoid abbreviations

Troubleshooting#

Contact name not showing#

1. Check phone format: Ensure contact phone matches call record
2. Check workspace: Contact must be in same workspace
3. Refresh page: Try refreshing call history

Wrong name showing#

1. Multiple contacts: Most recent contact is used
2. Different workspace: Check you're in correct workspace
3. Phone number mismatch: Verify both are same format

Name shows for some calls only#

• Contacts only match exact phone numbers
• Numbers without contacts show phone only
• Upload more contacts to improve coverage

API Access#

For programmatic access to contact-enriched call history:

GET /api/conversations?workspaceId=xxx&include_contact=true

Response includes contactName field when available.

Next Steps#

• Call History Features - Full call history guide
• Campaign Analytics - Track campaign performance