23.3.4. Contact Lookup

What is a Contact Lookup?

Contact lookup is a process of identifying Salesforce Records to assign to a conversation, typically this focuses on records identifying the Person you are speaking to such as a Contact, Account, or a Lead. However this could be most standard objects or any custom objects - more information on relationship assignments can be found here.

The Contact lookup system policy is split into two components, one for SMS and one for WhatsApp. Depending on the channel type that the conversation is started on will depend on which component the Contact lookup flows through, this is primarily so you can have different routing or have different logic depending on the channel type.

When does this trigger?

This is triggered when a message is received from an address/number that we have not received communication from before and therefore don’t know who we are communicating with. This will then trigger the Contact Lookup policy to attempt to identify who the Person is who is messaging in based on the criteria you have configured.

Assign Records

This app is available within the Contact Lookup system policy and allows you to take the data returned from a Salesforce query and provide the Record Id and the Name of the Record to be assigned to the conversation. The record id powers any reporting related to the conversation and the Name is used for the name of the conversation. You can also sort the results as the first result in the list will always be set as the primary record on the conversation.

You can have multiple assign record apps within your routing policy and all iterations will assign the records to the conversation - duplicates will be skipped.

FAQ

What minimum Natterbox Salesforce package version must I be on?

It is typically recommended to always be on the latest stable version, but the minimum version for the Digital Routing Policies feature is 1.316. More information can be found here.