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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.