1. Overview
  2. Voice AI
  3. How to Update a Contact's Name after an Initial Phone Call

How to Update a Contact's Name after an Initial Phone Call

Background and Purpose

This SOP outlines how to configure an automation to update a contact’s name (first and last) after an initial phone call. This setup addresses instances where incoming callers are saved as "Guest Caller" by creating a workflow that prompts the AI assistant to ask for the contact's name and update it in the system automatically.

Step-by-Step Process

1. Set Up New Workflow

  • Go to the Automations Tab: Open the automation tool and create a new workflow.
  • Name the Workflow: Title it something identifiable, such as “Contact Info Update.”
  • Select Inbound Webhook Trigger:
    • Choose the inbound webhook as the trigger to start the workflow upon receiving an incoming call.

2. Set Up the AI Assistant Prompt

  • Open the AI Assistant Dashboard in a new tab.
  • Go to the Prompt Section for the relevant assistant.
  • Create a Simple Prompt:
    • Set the assistant to ask the caller for their first and last name, then execute the custom tool function (e.g., “Contact Info Update”).
  • Add Custom Tool to the Assistant:
    • Go to Custom Tools > Create a Custom Tool.
    • Name the tool something recognizable like “Contact Info Update.”
    • Add a description: “When the user mentions their first and last name, update this information in the system.”

3. Configure the Custom Tool

  • Retrieve Webhook Endpoint:
    • From the automation workflow, copy the inbound webhook URL.
  • Add Endpoint and Parameters:
    • Paste the inbound webhook URL as the endpoint in the custom tool.
    • Set parameters as placeholders:
      • first_name with value {{first_name}}
      • last_name with value {{last_name}}
  • Save and assign this custom tool to the AI assistant, confirming it appears in the assistant’s list of tools.

4. Testing the Assistant and Tool Integration

  • Place a test call to the AI assistant.
  • Provide a first and last name when prompted by the assistant.
  • Confirm Response: Verify the AI confirms the name change (e.g., “Your name has been updated to [First Name Last Name]”).

5. Complete Workflow Configuration

  • Fetch Sample Request:
    • Go back to the automation tab and click on Fetch Sample Request under the inbound webhook to pull a sample request.
  • Configure Contact Actions:
    • Remove ‘Create Contact’ Action (if present) as contacts will already be created when a call is received.
    • Find Contact by Contact ID:
      • Select Find Contact by Contact ID using the inbound webhook tag to ensure accuracy for each unique contact.
  • Set Contact Field Update:
    • Update Contact Fields:
      • Choose Update Contact and map first_name and last_name to their respective fields from the inbound webhook data.

6. Save and Publish Workflow

  • Save the workflow to ensure all triggers and actions are properly configured.
  • Publish the workflow so it is active and ready to update names on future calls.

Testing and Validation

  • Test Incoming Call:
    • Place a call to the AI and confirm that it prompts for name updates.
  • Review Execution Logs:
    • Go to the execution logs and confirm the contact’s name has been updated from “Guest Caller” to the provided name.
  • Final Verification:
    • Go to the Contacts tab and check the updated contact name to confirm changes were successfully saved.

Video Overview

  1. Workflow Creation: Demonstrates setting up the workflow in the automation tab.
  2. AI Assistant Configuration: Walkthrough of configuring the assistant prompt and adding custom tools.
  3. Testing and Validation: Showcases a test call to verify the contact update process.
  4. Execution Log Review: Reviews execution logs to confirm contact name updates.

FAQs

  1. Why isn’t the contact’s name updating?

    • Ensure the inbound webhook URL and parameters are correctly set in the custom tool and that the workflow is published.

  2. Can I use this process to update other contact fields?

    • Yes, add similar fields (e.g., phone number, email) in the custom tool and map them in the workflow.

  3. What if the contact is not found by the Contact ID?

    • Double-check that the contact creation process for inbound calls automatically assigns a unique ID.

Summary

This SOP describes setting up an AI-driven system to automatically update contact names from “Guest Caller” to the caller’s provided name after each call. It includes creating a workflow with an inbound webhook, configuring an AI prompt for name collection, and adding a custom tool for name updating. The workflow is tested by calling the assistant and verifying contact updates through the execution logs.

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