What's New
How the new caller_id_name works
- The new
caller_id_namefield now displays a name when one is present in the signaling we receive. There are two ways this can occur:- Free pass‑through (sporadic): If the originating phone carrier already tags the call with a name—e.g., a mobile operator that sends “WIRELESS CALLER” or the subscriber’s listing—we pass that straight through to you. Expect a name on roughly 10–30% of calls.
- Inbound CNAM add‑on (consistent): Turn on our optional CNAM service and we’ll run a live database dip on every inbound call. That fills the field on the vast majority of domestic calls (typically 80‑90 % hit‑rate) for a small per‑number monthly fee per your Cloud Communications Pricing.
Improved Chat Transcript Formatting: Outgoing chat transcript emails have been reformatted to enhance readability, with cleaner separation between agent and visitor messages and removal of all bold text.
Key Benefits
Gain greater context for incoming calls with display names in addition to phone numbers.
Enhance team productivity by streamlining how chat transcripts are reviewed and shared.
Improve customer service workflows with clearer communication records.
Why It Matters
Understanding who’s calling—before you answer—can drastically improve response quality and customer trust. CNAM support empowers your team with more caller context, helping personalize interactions and make quicker decisions.
On the chat side, well-formatted transcripts reduce confusion and make post-chat reviews more efficient. Whether you’re monitoring agent performance or following up with a client, cleaner transcripts mean less time spent parsing messages—and more time taking action.
Getting Started
No code changes are required, simply decide whether the occasional free names are sufficient, or reach out to [email protected] to enable the inbound CNAM add‑on for a higher hit‑rate.
