Use the caller ID feature in the mobile app to screen calls and prioritize responses. The salesperson can identify who is calling even if the contact is not saved in the phonebook.


How to enable caller ID in iOS?

To enable caller ID in iOS, go to Settings > Phone > Call Blocking & Identification > Enable Freshworks CRM 

Once enabled, under Settings > Call Preferences on the mobile app, you can see the ‘Enabled’ label near the Caller ID feature.

The most recently contacted contacts in your CRM starting with the view ‘My contacts’ will be saved or populated on the registry of your device. The following fields will be saved:

  1. First Name

  2. Last Name

  3. Name of Account

When you receive an incoming call from any of the saved contacts in the CRM, your caller ID will display the name of the contact along with the related account.

You can also view the same information on the recent calls section


Note: 
1) You should be in version 3.28 or higher in the mobile app to enable the caller ID feature.
2) Only when you’re logged into the mobile app will you be able to view the caller ID.
3) If two contacts have the same phone number, the most recently updated record will be saved.