Customer Intake & CRM
Unknown contact resolution
Match an unfamiliar number or email to the right customer fast, or create a new record without breaking stride.
Overview
An unknown number calls or an unfamiliar email lands, and your team scrambles to figure out who it is before they can help. Thorbis is exploring resolution that matches unknown contacts to existing customers, or sets up a new record in seconds. You'll know who you're talking to right away, so every conversation ties back to the right account from the first word.
What we're building
An unknown number calls or an unfamiliar email lands, and your team scrambles to figure out who it is before they can help. Every one of those conversations starts a step behind, and the details often get logged against the wrong account, or no account at all.
Thorbis is exploring contact resolution that matches unknown numbers and emails to existing customers, or sets up a new record in seconds when there's no match. The most likely account is suggested the moment a contact comes in, so you know who you're talking to from the first word.
It's for the office staff fielding calls and emails all day, tying every conversation back to the right account and cutting the time spent just figuring out who's on the line.
What you'll be able to do
- Match unknown numbers and emails to existing customers
- Suggest the most likely account on contact
- Create a new record fast when there's no match
- Tie every conversation to the right account
- Cut time spent identifying unknown callers
- Identify a caller before you pick up
- Confirm a match before creating a duplicate record
Rollout plan
- 01
Contact matching
In progressMatch unknown numbers and emails to existing customers and suggest the most likely account.
- 02
Fast new records
In progressCreate a new customer record in seconds when there's no match.
- 03
Conversation linking
In progressTie every call and email back to the right account from the first word.
Milestones
- Not started:
Match engine
Build matching of unknown numbers and emails to existing customers.
- Not started:
Account suggestions
Surface the most likely account on contact.
- Not started:
Quick create
Add fast new-record creation when no match exists.
- Not started:
Conversation tie-in
Link resolved contacts to their account across conversations.
More in Customer Intake & CRM
How to send useful feedback
Name the blocked role
Product feedback is more useful when it names the owner, dispatcher, technician, office user, or customer affected.
Explain the workaround
Describe what your team does today and where the process fails under real work.
Define success
Share what would change after launch: time saved, fewer manual steps, cleaner records, or better customer follow-up.