Contacts & Caller Enrichment

HUM keeps a per-organization address book keyed by phone number. Agents — AI and human — see who's calling before a word is spoken.

What's on a contact

• Name, role, organization, and email.
• Phone number (the key — one contact per number).
• Free-form notes your team maintains.
• Automatic enrichment: caller name, carrier, and line type from phone lookup.
• Stats: total calls, first/last call, voicemails, and average duration.
• The full interaction history — recent calls and the SMS thread.

Where contacts come from

• Manually — add them on the Contacts page or save a caller directly from a call record.
• Backfill — generate contacts from your existing call history in bulk.
• CRM — a CRM connector can resolve callers against your CRM and supply the canonical record.

Enrichment

Inbound callers are looked up automatically (when enabled): carrier, line type, and caller-ID name populate the contact and the call record. Your manual edits and CRM data take precedence over automatic enrichment.

Using contacts day to day

• The contact page is the caller's story in one place — profile, stats, recent calls, texts.
• Click-to-call or text directly from the contact.
• Blocking a contact stops their calls from reaching your agents (Blocklist).
• Ask Bea on a contact page for a relationship summary or a draft check-in email.