Incoming Calls: Caller ID and Customer History

When a customer calls, CallerFriendly puts everything you need on the screen before you pick up. You know who it is, what they have bought before, and whether they have an open issue. That changes the conversation completely.

What you see when the phone rings

A small window — we call it the screen pop — slides onto your screen with:

• The caller's name (if we know them) and number.
• Their most recent invoice and how much was on it.
• Any open tickets or appointments they have with you.
• A note line for the last thing one of your team wrote about them.

Click the window to answer. Press Esc to send the call to voicemail.

How we recognize the caller

CallerFriendly looks the number up across your customer list the moment the call starts. We try a few formats — with country code, without it, with dashes, without — so a customer who saved their number one way still gets matched. If we find them, their name and history show up. If we do not find them, you see Unknown Caller, and you can save them as a new contact in one click after the call.

Adding a new customer mid-call

If the screen pop says Unknown Caller, click Save as new customer while you are on the line. Type their name and any quick notes. Next time they call, the screen pop will know who they are.

Notes during the call

Type notes right into the call window while you are talking. They save the moment the call ends and attach to the customer's profile. The next teammate who picks up gets the context without asking you for it.

Tag the call

Right under the notes, you can tap a tag — Sales, Support, Quote, Voicemail follow-up, or any tag you have set up. Tags help you find calls later and feed into your weekly reports.

After the call

When you hang up, the customer's profile updates with:

• A new entry showing the time, length, and who took the call.
• Your notes.
• The tag you picked.
• A link to play the recording (if recording is on).

Common questions

The screen pop did not show their name. Why? Their number was not on file, or it was saved in a different format. Open the customer's record, copy their full number into the phone field, and the next call will match.

Can the screen pop show a custom field — like their favorite item, or a loyalty tier? Yes. Open Settings → Screen Pop, tick the extra fields you want, and they will appear on the next call.

I do not want my team to see customer history during a call. You can turn the screen pop off per team member in Team → Permissions. They will still see the number and name; the rest is hidden.