If your Smart Greeting is not recognizing a caller’s name, make sure that you have uploaded your contacts to the YouMail website. If you need to know about the various ways to upload contacts, please follow this link. If you have uploaded your contacts and the problem persists, there are a few possible causes:
1. Their first name has a special character or space in it
Just rewrite their name without the special character and/or spaces in their contact info.
Ex: "Mary-Ann" should be written as "Mary Ann"
2. They do not have a first name listed in the “First Name” field of their contact info
Just enter their first name in the appropriate field in their contact info.
3. Their name is not in YouMail’s system
YouMail maintains a database of thousands of common names to plug into our Smart Greetings, but a few rare names will always slip through the cracks. We continually update our database, but if you need a name added immediately, there is a $10 charge for us to specially request a recording from our voice talent.
Smart Greeting references both first names and phone numbers to know how to greet a caller. If the first name field of the caller’s contact info is left blank, improperly formatted or just simply not in our system, Smart Greeting will not be able to retrieve their name to greet them.
You can preview your contact's smart greeting by clicking on the round green playback icon on the contacts tab. If you have uploaded your contacts to YouMail and still have issues, please send an email to firstname.lastname@example.org with the specific name and issue.
If your name is not recorded, upgrade to YouMail Professional and we'll record it for you.
If you are still having problems, please submit a ticket to our support team.