If your Smart Greeting is not greeting callers by name, the issue is usually related to contact data or name formatting. This article explains how Smart Greeting identifies callers and outlines common reasons a caller’s name may not be recognized, along with steps to resolve each issue.

Smart Greeting uses both first names and phone numbers from your uploaded contacts to greet callers correctly. To work properly, your contacts must be uploaded to the website or mobile app, and the caller’s name must be correctly formatted and available in the system.

If a caller’s first name includes special characters or spaces, Smart Greeting may not recognize it.

To fix this issue, follow these steps:

Example:

Tip: Use standard alphabetic characters only for best recognition results.

If the First Name field is empty, Smart Greeting cannot retrieve a name to greet the caller.

To resolve this issue, follow these steps:

Once updated, Smart Greeting will be able to reference the name correctly.

Smart Greeting references a large database of common names, but some names may not be available.

If the name is not recognized, try one of the following:

Note: Nicknames, uncommon spellings, or rare names may not be recognized by the system.

Pro tip: If your name is not currently supported, upgrading to any Professional subscription allows your name to be custom recorded for Smart Greetings.