Unaric Voice automatically identifies inbound callers by matching the phone number to existing records in Salesforce.

Whether it's a lead, contact, or account, the system instantly surfaces the relevant information inside the SoftPhone.

If there's a single match, it’s displayed immediately. If multiple records are associated with the number, a selection list is shown for the agent to confirm. This real-time context ensures agents are never flying blind when the phone rings.

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You control how caller details are presented. Configure Unaric Voice to open matching records in a new browser tab or simply show the information inside the SoftPhone panel. You can also define which fields appear when a match is found - such as account name, status, or priority - using Salesforce’s SoftPhone Layout settings.

This flexibility helps tailor the experience for different teams, like sales, support, or service.

Unaric Voice streamlines the flow from call to action. Once a caller is identified, the agent can immediately assign the interaction to the matching record, add notes, or create follow-up tasks, all without switching tabs.

If the caller is unknown, the user can create a new lead, contact, or account directly from the SoftPhone. This fast, intuitive process reduces manual searching and improves response time.

When Salesforce Person Accounts are enabled, Unaric Voice intelligently handles the hybrid nature of these records.

Outbound calls from Person Accounts are automatically logged under the associated contact, ensuring consistency in activity history. Inbound calls are similarly routed and assigned, maintaining compatibility with contact-based processes like task creation, cadence tracking, and analytics.