Overview
The Personalized Action in CallTools allows you to define and assign specific caller IDs, scripts, or SMS templates for individual contacts or automated workflows. This feature ensures consistent communication and provides flexibility for different dialing strategies — both manually and via automations.
1. What Is the Personalized Action?
The Personalized Action lets users hard lock certain attributes to a contact record, such as:
A specific Caller ID
A defined Script
A defined SMS Template
These attributes can be applied manually or dynamically through automations.
2. Accessing Personalized Actions
Through Automations
When creating or editing an automation, you’ll find the Personalized Action as an available step.
You can configure it to:
Use the Call Caller ID – Uses the phone number from the most recently dispositioned call for all future calls to that contact.
Example: You tell a contact, “Save this number; I’ll call you back from the same one.”Manually Define a Caller ID – Choose a specific number from your available Caller IDs. This number will be used for all future calls to that contact.
Remove a Personalized Caller ID – Clears any previously assigned Caller ID so the system reverts to the campaign or account-level Caller ID strategy.
This flexibility enables highly controlled outreach — ideal for appointment follow-ups, department-based outreach, or special campaign handling.
3. Viewing and Managing Personalized Caller IDs
New Personalization Icon
In the latest update, users can now view and manage personalized Caller IDs directly from the Contact View.
When viewing a contact:
Click the Personalization icon.
You’ll see:
The assigned Caller ID.
The date it was defined (e.g., September 22, 2025).
You can:
Remove the personalization to return to normal Caller ID rules.
Assign a new Caller ID manually and save it for future use.
This makes it easy to adjust individual records without editing or triggering automations.
4. API Mapping for Automated Caller ID Assignment
Developers can predefine personalized Caller IDs when creating contacts via API using the following field:
mapping_ex_caller_id
How It Works:
Specify a phone number that already exists in your CallTools account.
When a contact is created, this number becomes the locked Caller ID for that contact.
All calls made to that contact will use that number unless removed later.
Example Use Cases:
Assigning dedicated numbers per lead source or department.
Ensuring consistent numbers for return recognition and trust building.
Managing branding consistency for regional or campaign-based outreach.
5. Common Use Cases
| Scenario | Recommended Action |
|---|---|
| Appointment follow-ups | Define a static Caller ID for the assigned agent |
| Local area campaigns | Use an automation to apply local numbers |
| Lead source-specific dialing | Use API mapping to lock unique numbers per source |
| Unresponsive or canceled leads | Remove personalized Caller ID to revert to rotation strategy |
| Dedicated department numbers | Assign static IDs for Sales, Support, or Retention |
6. Summary
The Personalized Action feature provides granular control over how contacts are reached, improving both brand consistency and answer rates. It can be:
Set manually on any contact.
Controlled dynamically through automations.
Predefined programmatically using the API.
By leveraging this feature, CallTools users can personalize communication strategies at scale while maintaining compliance and professional continuity.
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