How to Handle Multiple Matches

Often, the Inbound caller ID is associated with multiple CRM records. For example, sometimes the same # will be assigned to both a Lead and an Account or possibly multiple Contacts if the # is the main company line.

We call this the multi-match case.

Required User Input for Multi-Matches

Before the call can be logged to the CRM, the user must let us know how to log the call properly. One of the following actions should be taken:

– Scroll through the list of results to find the proper record where the call should be logged.
– Filter the existing results to show only those that match a given string.
– Click “Search or Add New” to search ALL records for a non-matching record where the call should be logged and the phone number should be added. If no record is found, create a completely new record (Lead/Contact or otherwise).


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