Overview
You may have multiple people in your CRM with the same phone number. This usually occurs when you have several contacts from one company.
When you get a call from any of these people, Spoke has no way of knowing which of these contacts is actually calling, so will show you one name with a question mark.
Call from Jane Doe?
In order for Spoke Phone to be able to update the correct person's record in your CRM, you must select the Primary Person.
You can select the primary person during a call or from the call history after the call ends.
This article will show you how to select the Primary Person for calls with phone number(s) matching several different CRM contacts. The same process can also be applied to conference calls.
It contains the following sections:
Selecting the primary person during a call
While on the call:
- Tap Open caller info and workflow at the bottom of the in-call screen, or tap on the person's name at the top of the screen.
- The caller info and workflow screen will open.
- If there is more than one possible caller, you will see the Select primary person control.
- Tap and select the person who is actually on the call.
Selecting the primary person after a call
- After the call ends, open your app Call History.
- Look for any call history record with a ? after the contact name. E.g. Jane Doe?
- Tap to open the call history.
- If there is more than one possible caller, you will see the Select primary person control.
- Tap and select the person who is actually on the call.