Caller context
The caller's history on screen before anyone says hello.
Whoever takes the call, an agent or a person on your team, starts with what your business already knows: the last order or visit, the booking coming up, the review they left, any open balance and what was said last time. It comes from your own systems, not from a separate list someone has to keep up.
At a glance
What every call card shows.
The first lines are the same for every business. The fields beneath them depend on your industry and your systems.
Who it is
Name, how they were matched, whether they are a customer, a lead or a new person, and how they prefer to be contacted.
What is coming up
A booking, reservation, appointment or delivery that is already scheduled.
What happened last
The last order or visit, the last conversation on any channel, and the last review.
What is open
An open order, quote, estimate or balance, so nobody is caught out mid-call.
By industry
Fields your own systems already hold.
Each industry template adds the fields that matter there, read from the system you already run.
- Restaurants
- Last order and whether it was pickup or delivery, visits this year, a reservation today with party size and occasion, allergies noted, an open catering quote.
- Dental
- Next appointment, recall due, last visit and provider, new or existing patient, balance after insurance. Shown to staff, never sent by text.
- Home services
- Equipment on file, last job and technician, membership status, an open estimate, warranty.
- Distribution and manufacturing
- Open orders and ship dates, the last invoice, balance and terms, the account rep, an open quote.
- Retail
- Recent purchases, a special order or pickup waiting, an appointment booked.
Three callers
A customer, a lead and a new person are handled differently.
| Caller | What loads | What changes |
|---|---|---|
| Known customer | Full history from your systems and every past conversation | Agents can help with orders and bookings once the caller is matched |
| Known lead | The source, what they asked, where they are in your pipeline | The lead's owner is named, and the agent picks up where things left off |
| New person | The line and source they used | A new lead is opened on a new thread, and your qualifying questions start |
Care
Context is shared carefully.
Matched before shared
Order details, balances and appointments are spoken or texted only once the caller is matched or verified.
Narrow per agent
A contextual agent sees only what its job needs. The reservations agent does not see balances.
Kept in your database
Context is assembled from your own tenant at the moment of the call. The voice model carries the speech, not the records.
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Zenith assembles the context and uses it on its own to answer, book and route. What a person sees on a transfer is the same card, and decisions about money, such as a balance adjustment or a refund, stay with your team.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with caller context. Add the rest without starting over.
Caller context comes with the first connection you make, whether that is a POS, a practice system, a field-service tool or an ERP. Start by connecting the one system your team checks most during calls; every later function, from booking to reactivation, reads the same records.
FAQ
Questions, answered plainly.
What is a CRM screen pop?
A screen pop shows a caller's record on screen as the call arrives, so the person answering does not have to look them up. Zenith's version pulls from the systems you already run, such as a POS, practice system, field-service tool, CRM or ERP, and shows it to agents and people alike.
How does Zenith know who is calling?
It matches the caller's phone number against the contacts in your connected systems and your conversation history. If one number belongs to several people, such as a shared office line, the agent asks rather than guessing.
Where does the history come from?
From your own systems of record, connected when your instance is configured, plus every call, text, chat, email and review on the person's Zenith thread. Nothing is typed in twice.
Does our team see the same context as the agent?
Your team sees the full card. Each agent sees only the part its job needs, which keeps a reservations agent away from balances and a catering agent away from health notes.
What if the caller is not in our systems yet?
They start as a lead on a new thread with the line and source they used. When they order or book and your system creates the customer, the history fills in on the same thread.
Can we choose which fields appear?
Yes. Your industry template sets the starting fields, and Ferrata adjusts them to what your team actually checks during calls.
Related in Zenith
- AI receptionistEvery call answered by a voice that knows the caller, books the visit and hands off with context.View
- Call routingEvery call sent by the line dialed, the time, who is calling and why.View
- Shared inboxOne thread per person across calls, texts, webchat, email and reviews.View
- ToastMenu, orders, order status and guest history from Toast, on every call and text.View
- Open DentalAppointments, recalls due and balances after insurance from Open Dental.View
From Ferrata Labs
- The platformThe Brain: retrieval, models and audit inside your own environment.
- Ferrata LabsThe firm that builds Zenith, and builds AI agents into operating businesses.
- The embedded teamTwo forward-deployed engineers, working with your IT team.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with caller context, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.