When Truly successfully matches the inbound phone number to a Salesforce record:
The associated name will be displayed as the inbound Caller ID on the Truly desktop and mobile apps.
The Truly desktop app will automatically open the associated Salesforce record in a new browser tab on the computer for easy reference.
If Truly can't find a match via Salesforce:
The inbound phone number will be displayed as the inbound Caller ID in the Truly desktop and mobile apps.
Truly mobile will identify the inbound call as a Truly direct call, or a Truly phone menu call to provide additional context. (Note: This information will be displayed even if mobile device is in a poor cellular coverage area without WiFi).
Note: If an inaccurate Caller ID is displayed, please reference Troubleshooting Salesforce sync
If you have any questions or issues, please reach out to the Truly support team at support@truly.co or by clicking your initials in the upper right corner in the desktop app and we'll be happy to assist!