Recognize callers and look up their details

The Get Contact skills allow your AI agent to identify and fetch contact details from your connected database or CRM, making every conversation more personalized and efficient.

There are two ways to retrieve contact data:

1. Get Contact by Phone Number: looks up the caller automatically using their phone number.
2. Get Contact by Attribute: searches for a contact using one or more specific attributes (like user ID, email or account number).

These skills help your agent recognize who is calling, access relevant information, and follow the correct flow.

Get Contact by Phone Number

This option allows the AI agent to automatically look up a contact based on the number the call comes from. It happens silently in the background; the caller doesn't need to mention their name or ID.

Once matched, the AI can reference the existing contact information during the conversation (such as the customer's phone plan, preferences or address).

Example use case: a customer calls in using a registered number. The agent automatically retrieves their profile during the conversation, ensuring a smoother and more personalized experience.

This only works when your phone system passes the caller's own number. See Use your own phone number with SIP.

Get Contact by Attribute

This option allows you to look up a contact based on other identifying fields from your contact list, such as an email address, customer ID or membership number.

You can define multiple attributes for the lookup, and the system will search for any contact that matches one or more of them.

It's important to note that this is an OR operation, not an AND: if any of the selected attributes match, the system returns that contact.

Setup steps

1. Go to Agent → Skills → Get Contact by Attribute.
2. Under Parameters, click Add to define one or more lookup fields.
3. Choose the data type for each attribute:
   • Text (for example email, user ID)
   • Number (for example account number)
   • Boolean (true/false fields, if applicable)
4. Provide a Description for what each field represents.
5. Toggle Enable Skill to activate it.
6. Click Create to save your setup.

Example prompt instruction

In your Main Objective, you can specify how the agent should use the lookup. For example:

When the caller is complaining about their installation, ask the caller to provide their customer ID or email, and use the Get Contact by Attribute skill to retrieve their details before continuing.

Example use cases

• Automatic identification: the AI finds a caller's record instantly based on their phone number.
• Flexible lookup: the caller can provide either an email or an account number, and the AI fetches their record.
• Personalized flow: the agent references customer-specific data (for example plan type or order history) without asking redundant questions.

The Get Contact skills make your agent smarter and your conversations smoother, ensuring the right information is always available, right when it's needed.