The lookup module provides an effective way to lookup for the contact data. It supports both service lookup and contact lookup.
The salient features of the lookup module are:
- Supports multiple channels such as Inbound SMS, Inbound Email, and Inbound Chat to associate interactions with the relevant contact record
- Allows users to add modules to CallFlows and define variables to associate interactions with the Contact Manager
- Enables users to define variables that the consumers can use against Contact Manager to identify and validate their identity
- Populates the relevant fields for a Contact record based on the match in Contact Manager
- Enables Contact Manager to associate contact numbers matched from multiple channels to ACD and Designer
The lookup module uses the following properties to perform the lookup:
| Property | Description |
|---|---|
| Lookup Phrase | The message played on initiating the lookup. |
Variable Used for Lookup | The input variable used for the lookup. The lookup module matches this value with the lookup key. |
| Lookup Source – Service or Contacts | The lookup source is either SERVICE or CONTACTS. |
| Key to Lookup | The lookup key for the SERVICE is PHONE or ACCOUNT, and for the CONTACT is all system fields and 100 custom fields. |
| Lookup List | The lookup list for the SERVICE is service IDs, and for the CONTACT is contact group IDs. |
After the lookup is complete, any of the following events occur:
| Event Name | Description |
|---|---|
| Success | The lookup returns one successfully matched account. |
| No Match | The lookup returns no matched account. |
| Multiple Match | The lookup returns more than one matched account. |