Who's calling? Caller names, saving a caller's number and prospects

When a customer or supplier phones, myWork now tells you who it is: the call shows "Acme Solar · John Smith" instead of a bare number like 082 555 1234. It works from the numbers saved on customer, supplier and prospect contacts, so the more numbers people save, the more calls are named.

Where you see the name

• The Calls tab in the chat panel: each outside call carries the caller's company and name.
• Desk phones, as they ring (being rolled out phone by phone).
• Call Recordings (administrators): the From and To columns name outside callers.
• The myChat24 phone app reads the same call list, so it shows the same names.

If a number belongs to more than one company (a shared switchboard, or someone who works for two customers), you see the most recently confirmed one, marked +1. Nobody is guessed: the other matches stay visible.

Save a caller's number

On the Calls tab, an outside call has a small person icon next to the (i):

• Person with a plus: nobody is saved under this number yet.
• Person with a pencil: the number is saved, and you can correct who it is.

Tap it and the tab shows Save for that number:

1. Find who it is. Type part of the customer's, supplier's or prospect's name or code, then tap the right one.
2. Pick who called. Choose one of the people already on file, or A new person and type their name. If the name is close to someone already there ("Jon Smith" and "John Smith"), myWork asks "is it one of these?" — tap the right person instead of adding a second one.
3. Choose Mobile or Office line, then tap Save.

The calls list reloads straight away with the name on it, and the next time that number rings, everyone sees who it is.

During a live call on the myWork web page, the call panel has the same person-plus button: it opens Save for the caller you are talking to.

Nobody on file? Add them as a prospect

If the search finds nobody, Not on file? Add them offers two buttons:

• Private client — a person with no company. Type their name; they are the whole record, and calls show just their name.
• Company — type the company's name and who called. Leave the person empty if the number is the company's own line.

Then choose Mobile or Office line and tap Create and save. This adds a prospect: someone we deal with who is not a customer or supplier yet. Prospects are kept in myWork only — nothing is created in Unleashed, so a prospect cannot be sold to until it becomes a customer (see When a prospect buys below).

myWork checks for duplicates as you type the name. It ignores capitals, punctuation and endings like "(Pty) Ltd" or "CC", so "Acme Solar (Pty) Ltd" and "acme solar" are the same name:

• "Already on file with this name" — a customer, supplier or prospect with the same name exists. Tap Use … to save the number there instead. Only if it really is a different company or person, tick This is a different company (or person) and create it; that choice is noted on the new prospect.
• "Did you mean…?" — a close name, only a suggestion. Tap it if it is the one, or carry on.

Prospects

All prospects are listed under Sales → Prospects: search by name, filter Companies or Private clients, and open one to see and edit its people and addresses. New prospect adds one without a call (a walk-in, an email), with the same duplicate check. The Converted filter shows the prospects that became customers, each with a link to its customer.

A prospect you no longer need can be retired: it stops appearing when a number is saved, but its people still name a caller who rings again, and it can be restored. Prospects are never deleted.

When a prospect buys

Do not create the customer from scratch — convert the prospect, so its people, numbers and addresses come with it:

1. Open the prospect (Sales → Prospects) and tap Convert to customer.
2. Choose how:
   • New customer — the company is not a customer yet. Check the name, the customer code and the email, then tap Convert. myWork suggests a code from the initials (for example BHO001); it becomes the customer's permanent code in Unleashed, so change it now if Sales use a different one. This creates the customer in Unleashed, with the prospect's main person as its contact.
   • An existing customer — it turns out the company is already a customer. Type part of its name or code, tap it, then Convert. Nothing is sent to Unleashed.
3. You land on the customer's page, with a message saying how many people and addresses moved.

What happens:

• The prospect's people, numbers and addresses move onto the customer. If the customer already has someone with the same name, that person keeps their record and any missing number or email is filled in from the prospect. No number is lost: if a number does not fit, the person is moved across as well.
• From the next call, those numbers show the customer's name.
• The prospect is marked Converted and its page links to the customer. It can no longer be edited, retired or converted again — change the customer instead.

myWork stops duplicate customers. Whenever a customer is created — Sales → Customers → Add Customer, a work order's New customer button, or the app — myWork first checks the name against customers, suppliers and prospects, the same way it checks a new prospect. If the same name is already on file, it refuses and lists it: open that one instead, or, only if it really is a different company, tick This is a different customer and create it again. If the match is a prospect, the message tells you to convert the prospect instead.

Fix a wrong match

Open the call with the person-with-pencil icon. The current company and person are already chosen:

• To file the number under someone else, pick the right company or person and tap Save.
• If the number does not belong to them at all, tap Not them. The number comes off that contact. The contact itself, with its email and other details, stays.

Good to know

• Saving changes only that one number. The contact's other details (email, job title, the other number) are left exactly as they were.
• Saving the same number twice does nothing, and typing a name that is already on file reuses that person rather than making a second one.
• Our own extensions (2xxx people, 8xxx desk phones) are already named, so they cannot be saved.
• A number someone withheld cannot be saved: there is nothing to save.
• Numbers are matched however they are written: 082 555 1234, 0825551234 and +27 82 555 1234 are the same number.
• These contacts live in myWork's own directory. Nothing is sent to Unleashed.

Who can save numbers

You need permission to edit customer or supplier contacts. These roles have it:

• Can: Save caller numbers, the role for the people who answer outside calls.
• Sales - Admin, Sales - Manager and Sales - Representative.
• Job: Procurement - Manager and Purchase Orders - Writer.

Adding a new prospect needs the same permission (Party Directory Write). If you do not see the person icon or the add buttons, you do not have one of these roles. Ask your manager or an administrator for Can: Save caller numbers.

Who can convert a prospect

• Into a new customer: permission to create customers (the role Can: Create customers), because it creates the customer in Unleashed, plus permission to see prospects.
• Into an existing customer: Party Directory Write (Can: Save caller numbers) and permission to see customers (for example Sales - Read Only).
• Sales - Admin, Sales - Manager and Sales - Representative can do both.

The Convert to customer dialog only offers the options you are allowed to use; if you are allowed neither, there is no button.

See also: Calling from myWork: web page, Windows app and phone app.