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