Inbound Dip

Inbound Dip

Inbound Dip - Contact List Matching for Inbound Calls

Overview

The Inbound Dip feature allows admins to upload contact lists that act as a reference database for inbound calls. When an inbound call is received, the system checks if the caller’s phone number exists in the uploaded lists and, if a match is found, displays the corresponding contact details on the agent’s screen. This functionality helps agents handle calls more efficiently by providing relevant caller information in real time.

Warning
Important: Inbound calls must be routed to an Outbound Campaign
 type for this feature to work. Outbound campaigns support list-based functionality, which is required for the inbound dip process.

How It Works

To enable Inbound Dip, admins must configure the system as follows:

1. Create an Outbound Campaign for Inbound Calls

Since the Inbound Dip process relies on contact lists, and contact lists can only be assigned to outbound campaigns, you need to create an outbound campaign dedicated to handling inbound calls.

  • Step 1:
     Navigate to the Campaign > Campaigns > +Add New Campaign.
  • Step 2: Create a new outbound campaign (Power or Predictive) specifically for inbound calls.
  • Step 3: Add fields to the Agent Screen matching the data in the lists that you want to have displayed during an Inbound Call. 
  • Step 4: Configure your your Inbound IVR to route to your new "Outbound" Campaign. 

2. Upload and Assign Contact Lists

To enable caller information lookup, you need to upload a contact list and attach it to the outbound campaign.

  • Step 1: Prepare a contact list file in the required format, ensuring it contains phone numbers and any additional contact details you want agents to see.
  • Step 2: Upload the file to the system.
  • Step 3: Assign the contact list to the outbound campaign you created earlier.
  • Step 4: Set the list priority to 0% so that it is used only for inbound lookups and does not interfere with outbound dialing.

🔹 Auto-Assigning Lists: If you want the system to automatically set the list priority to 0% upon upload, name the file with the prefix "DIP_" (e.g., DIP_ClientList.csv) when configuring auto-assignment. This ensures that the list is recognized as an Inbound Dip list and assigned correctly without manual intervention.

3. Matching Process When a Call Arrives

Once the setup is complete, the system will handle inbound calls as follows:

  1. An inbound call is received on the number assigned to the outbound campaign.
  2. The system scans all attached contact lists for a record containing the caller's phone number.
  3. Matching follows a priority order:
    • Step 1: Check for a match in the lead_phone1 field.
    • Step 2: If no match is found, check lead_phone2, then lead_phone3, and so on.
    • Step 3: If multiple records contain the number in the same field, the first record in the list is selected.
  4. If a match is found, the corresponding contact details are displayed on the agent’s screen.
  5. Data Display Only: This information is for agent visibility only and is not saved in the lead or used elsewhere.

Example Scenario

Inbound Call Matching Example

  • Caller 1234567890 dials in.
  • The inbound call is routed to an Outbound Campaign with attached contact lists.
  • The system checks uploaded contact lists:
Lead
lead_phone1
lead_phone2
lead_phone3
Lead 1
1111111111
1234567890
1111111112
Lead 2
2222222221
1234567890
2222222222
Lead 3
3333333331
3333333332
1234567890

  • The number 1234567890 appears in lead_phone2 for Lead 1 and Lead 2.
  • Since Lead 1 appears first in the list, it is selected as the matched record.
  • The agent sees Lead 1’s details on their screen, but this data is not saved for future use.

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