The lookup module searches within services or contacts to associate an interaction with the relevant contact record based on the variable you define. The module supports multiple channels, such as inbound chat, email, and SMS.

The lookup module enables you to define variables that your customers can use to validate their identity. In addition, it populates the relevant fields in a contact record based on the match in Contact Manager.

  • The lookup module uses variables that are selected through the Expression Builder window. Therefore, when creating a contact flow that uses the lookup module, select the Support Expressions checkbox.
  • Some of the default system variables used by the lookup module are PHONE DIALED (for chat, email, SMS, and voice) and ACCOUNT (for chat). For email, PHONE DIALED represents your customer's email address; for chat, PHONE DIALED represents the phone number specified by your customer and ACCOUNT represents the account number specified by your customer.
  • When using a lookup module to check an account, you must also add an entering digits module that captures the account number from the customer and stores it in a variable that is referenced in the lookup module.
  • Starting from the Fall23 release, the lookup module provides a multiple lookup functionality. You can search based on the primary key (phone) and another variable (such as ZIP code). Also, the lookup module search speed has been improved. 

Properties

The following table describes the message properties used by the lookup module.

Message PropertyDescription
Lookup PhraseThe message that is played when initiating the lookup.

Variable Used for Lookup

The variable that your customer enters or the variable that you receive from an interaction (for example, email address), which is compared with the lookup key.

Mapping a variable can prevent the call from disconnecting unexpectedly. 

If you expect the caller to enter a value in the Interactive Voice Response (IVR) system, such as an account number, use a Contact Flow variable and not a System variable to ensure that the value is captured correctly.

Lookup Source – Service or Contacts

Source of the lookup key (services or contacts).

When you double-click the Lookup Source – Services or Contacts property, the Services or Contact Groups window (as applicable) appears, displaying the following fields:

  • Source: Contains the Services and Contact Groups options.

  • Key: If the source is Services, this field contains the following options:

    • Account: Performs a lookup on all accounts.

    • Phone: Performs a lookup on all phone numbers.
      If the source is Contact Groups, this field contains all Contact Manager fields (including custom fields) as options. You can select the option based on which you want the lookup to be performed (for example, Last Name).

The window also contains the Available Services or Available Contact Groups section, which, depending on the source, contains a list of available services or contact groups that you can select. The selected services or contact groups appear in the Selected Services or Selected Contact Groups section. 

Key to Lookup

Lookup key selected in the Key field.

Lookup List

Service ID or contact group ID of the lookup source selected in the Source field.

Events

When a lookup is complete, one of the following events occurs:

  • Success: Lookup returns a matched account.
  • No Match: Lookup does not return a matched account.

  • Multiple Match: Lookup returns more than one matched account.

    When a lookup returns multiple matches, the interaction is associated with the first matched contact record.