Voice AI: keeping the company context when the caller is unclear

We’re beginning a limited rollout of an improvement to Voice AI contact mapping.
When Voice AI can confidently identify a caller’s company but cannot identify the individual, it can now retain that company context by using the company’s primary or default PSA contact.
What’s improved
Exact individual matches still take priority.
Company-known calls no longer need to lose useful company context simply because the person could not be identified.
The ticket makes it clear when the company’s default contact was used.
Good to know
This does not verify or authenticate the caller. When the individual cannot be identified, the caller remains unverified and the default contact should be treated as company context—not as confirmation of who called.
Availability
This capability is currently under a feature flag. We’re enabling it partner by partner while monitoring match quality and operational metrics.
To confirm whether it is enabled for your workspace, contact your Thread representative so they can check with the Voice team.