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.