> ## Documentation Index
> Fetch the complete documentation index at: https://docs.firetone.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Who you are talking to

> The customer's details, the moment the call connects.

export const Unverified = ({what, detail}) => <Warning>
    <strong>Not yet verified on a live call.</strong> {what} is built and covered
    by tests, but {detail} 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.
  </Warning>;

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

<img src="https://mintlify.s3.us-west-1.amazonaws.com/firetone/images/oncall-customer.png" alt="The screen pop" />

## 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**.

## 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.

## 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.

## 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".

## 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.

## 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.

<Unverified what="The screen pop" detail="no call has yet connected to an agent with this panel open on this installation." />