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