PR-4003 · Live
CallBrief
CallBrief is a screen-panel workflow that compiles and surfaces the matched customer record (name, address, service history, membership, open invoices) on the CSR's display the moment an inbound call rings, billed per Call processed.
The promise
When the phone rings with a returning customer, the CSR answers already knowing who is on the line, when their last service was, who the tech was, whether they're a member, and whether they have an open invoice. The name-address-history intake questions and the parallel FSM record lookup mid-conversation are no longer part of her workflow.
How it works
The path from input to value.
- 01
Call arrives
The TGL Telecom node receives the inbound call event and extracts the caller's phone number. This is the trigger that starts the matching path.
- 02
Record matched
The phone number is matched to the local customer database using exact match with a registered-number fuzzy fallback for known household numbers. If no match is found, the panel stays closed and no brief renders. If a match is found, the matched customer record is handed to the compiler.
- 03
Brief compiled
The matched customer record is formatted into the brief object using the configured field set for your account: name, address, last service date, the tech who was last out, membership status, open invoices, and prior CSR notes. Compilation target is under one second from match to rendered brief.
- 04
Brief surfaces on the CSR's screen
The brief renders in the CSR's brief panel before her greeting finishes, so she answers the call with the customer's context already on screen. The panel stays visible for the configured expiry window after the call connects, and transfers or quick re-renders within the same call don't double-count.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not record or transcribe calls.
- ×Does not route calls or provide IVR.
- ×Does not analyze customer sentiment.
- ×Does not provide CRM functionality beyond brief surfacing.
- ×Does not surface a brief for calls from unknown numbers.