Customer details · Entagl Help Center

Overview

Customers hand over their number in three very different ways, and each one deserves a different response. Someone who just types their number is sharing a detail: it is saved to Contacts on its own, and they never have to give a name first. Someone who says "call me" is asking for a callback: your team is told right away when the number is known, and the AI asks once for it when it is not. Someone who says "I want to speak to a person" needs a real handover. This section controls the alerts for saved numbers and how long the AI waits for a missing detail before passing a request to your team anyway.

Features

Saving phone numbers

When a customer types a valid phone number, it is saved to their contact automatically. If the contact has no number yet, it is filled in. If it is the same number they already gave, nothing changes. If it is a different number, it is flagged for you to review — the old number is never overwritten.

Callback requests

When a customer asks to be called, your team is notified right away if the number is known. If not, the AI asks once for it, and if the customer goes quiet the request still reaches your team after the wait. Callback requests arrive like any other handover, in the inbox and in your alerts, marked as a callback.

Ask for missing details

Before a handover, an appointment request, a callback, a lead or an order, the AI asks once for a name or phone number it does not have. It may offer the name shown on the customer's channel profile for confirmation, but it never greets an Instagram, Messenger or TikTok customer by that profile name. It never asks twice, and it never blocks anything: a number is still saved and your team is still notified even when the name stays unknown.

Wait for a reply before handing over

How long the AI waits for an answer after asking for a missing name or number. If the customer goes quiet for that long, the request still reaches your team automatically, with whatever is known and marked as not confirmed. The wait restarts every time the customer writes, and never exceeds 30 minutes in total. Default: 5 minutes.

Send a handover message to the customer

When a conversation genuinely needs a person, this tells the customer that someone is taking over before it reaches your team. Turn it off for a silent handover, where the chat passes to your team with nothing said to the customer.

Common tasks

Get told when a new phone number arrives

About 1 min

Open the sidebar → Configuration → Agent Configuration → General.
Scroll to Customer details and turn on Alert me about new contact details.
Click Save. You will be alerted for a new or conflicting number — not for one you already have.

Choose where handover and contact alerts are sent

About 2 min

In Customer details, select Manage alert recipients.
Add or tick the verified phone numbers and email addresses that should receive alerts.
Click Save. In-app and mobile alerts follow each person's own notification settings.

Tips

A name is never required. Numbers are saved and handovers happen even when the customer never tells you their name; the alert shows what is known and marks the name as not confirmed.

Sharing a number and asking for a callback are counted once, not twice: you get a single alert, never a duplicate for the same message.

A callback request is permission to call that person back about that request. It is not permission to add them to marketing campaigns.

If a customer sends the same request several times in a few minutes, you still get one alert. A genuine new request later on creates a new one.