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When a call connects, the person appears: their name, their number, why they are being called, and what happened before.

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Campaign calls: the list as cards

If a campaign rang them, a Campaign card says which one, which attempt this is (“Attempt 2 of 3”) and how the last attempt went. Below it, each column of the uploaded list gets its own card, value large, in the order the file had them: somebody put the account number first on purpose. Anything else known about the person follows under Also known.

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Their history, in full

Beneath the details is everything the organisation knows about this caller, not only your own calls with them:
  • a strip of calls before this one, last contact, open tickets and last rating;
  • open tickets first, because an unresolved one changes the conversation you are about to have;
  • Last time: what was said on their previous conversation, whether with a colleague or the AI;
  • then a timeline of calls (and who took each), conversations, tickets, remembered facts, ratings, messages and changes to their record, newest first, with chips to show only one kind.
Full record opens the customer’s own page.

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An unknown caller: add their details

If the caller has no name, the card says so and offers Add their details. Ask their name while you have them, add anything worth knowing next time (account number, postcode, company), and Save details. The next person to take their call sees a name. A known caller has Edit details for the same form. Only what you change is saved: details you leave alone stay as they were. Every change is recorded in the customer’s change log with your name, the call, and what the value was before. Supervisors see it on the customer’s page under Changes to this record. A withheld number has no record to keep details against, so it is not offered.

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Where the call came from

A badge says which campaign rang them, or which process they reached. Inbound, that is the answer to “why is this person calling me”.

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Do not call

If somebody appears with a do not call badge, they should not be on this call. The dialler excludes them; if one reaches you, it was dialled by hand — and you are the last person who can stop it.

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Showing and hiding

You can hide the panel on any call, and set what happens by default in Settings → My desk. The setting follows you between machines rather than living in one browser.
Not yet verified on a live call. The screen pop is built and covered by tests, but no call has yet connected to an agent with this panel open on this installation. FireTone's engineering tracker records this as an open check rather than a passing one. Treat what follows as the design, and expect rough edges the first time you run it.