Number Intelligence – Number Validation, Spam Detection, and Unknown Caller.
The Number Intelligence feature is created to assist sub-account users in saving both time and money. This article outlines how the feature operates, its benefits, and how you can manage it to meet your business requirements.
–
What is Number Intelligence?
Number Intelligence is a set of features designed to provide clarity on phone call and SMS operations:
-
Spam Detection: Identifies and flags potentially risky incoming calls from unknown USA numbers. Calls marked as “Spam Likely” are tagged in call logs and conversations, and this information can be used in automations and by your team to improve processes.
-
Name Lookup: Retrieves the name of unknown USA callers. With the caller’s name, the CRM can maintain more complete records and enable your team to personalize their call handling.
-
Number Validation: Checks the validity of phone numbers worldwide before sending the first SMS to ensure deliverability. Validation occurs when an SMS is queued to be sent, not during Contact Import/Creation. If the number is identified as a landline, no SMS will be sent to the carrier.
Benefits of Number Intelligence:
-
Save Time: Reduce wasted time by filtering out spam calls, so your team doesn’t respond to them.
-
Increase Answer Rates: Boost call answer rates by directing your team’s attention away from spam calls to legitimate ones.
-
Enhance Customer Satisfaction: Personalize interactions by greeting incoming leads with their name.
-
Improve SMS Deliverability: Increase SMS delivery rates and maintain healthy metrics by ensuring messages are only sent to valid numbers.
How to Enable or Disable Number Intelligence:
To manage Number Intelligence on the web app, navigate to:
Settings > Phone Numbers > Advanced Settings > Number Intelligence.
From there, toggle the switch to enable or disable the feature. When enabled, all three components (Spam Detection, Name Lookup, and Number Validation) are activated or deactivated together.
Number Intelligence Pricing
Number Intelligence is charged to the Agency Wallet at the following rates. The Subaccount wallet is billed based on the SaaS Rebilling setup you’ve configured.
-
Spam Detection: $0.005 per call for incoming calls from unknown U.S. numbers. This feature checks all incoming calls from U.S. numbers that are not saved in contacts.
-
Name Lookup: $0.01 per call for incoming calls from unknown U.S. numbers. This feature fetches the caller’s name for numbers that are not saved in contacts or have an incomplete name field (i.e., empty name field).
-
Number Validation: $0.005 per validation. This applies to all numbers worldwide and is charged only when an SMS is queued to be sent. If validation fails, the SMS will not be sent.
Call Handling with Spam Detection
Calls that fail Spam Detection will be marked as “Spam Likely” in the web dialer when the call is received. These calls will also be tagged as “Spam Likely” in the Contacts tab, ensuring transparency for your team.
–
FAQs
Q: What happens if I disable Number Intelligence?
When Number Intelligence is disabled, spam calls, name lookups, and SMS validations will no longer be performed. Calls and SMS will still proceed, but spam may not be flagged, names for unknown callers won’t appear, and SMS delivery rates may decrease because messages could be sent to numbers that cannot receive SMS.
Q: Can I customize which features of Number Intelligence are enabled?
As of December 5th, 2024, all three features (Spam Detection, Name Lookup, and Number Validation) are either activated or deactivated together. Individual customization is not possible.
Q: Does this feature work outside the USA?
Spam Detection and Name Lookup currently only apply to calls from U.S. phone numbers. The location of the sub-account or phone number does not affect these features. However, Number Validation works worldwide.
Q: How does the system handle spam calls?
Spam calls are flagged as “Spam Likely.” They will still appear in call logs and conversations, but you can add these numbers to an inbound Do Not Disturb (DND) list for further blocking.
Q: Will I be notified of spam calls?
Yes, spam calls will appear in both your call logs and Contacts tab, marked with a “Spam Likely” tag for easy identification.