How to provide lookup/reference data to Smith.ai

Justin Maxwell Updated by Justin Maxwell

This is an add-on feature for Smith.ai core services and may require additional per-call charges, depending on your plan.

Smith.ai can use a tabular data source to make decisions and guide your callers to the right actions. Some examples include:

  • Greeting existing clients and transferring to the appropriate paralegal
  • Using ZIP Code information to transfer to the appropriate sales rep
  • Looking up existing court cases and sending call summaries to the assigned attorney
  • Looking up current real estate properties and making an appointment with the appropriate realtor

You get the idea. Based on the input we get from the caller, we can use your data to inform later decisions or actions in the calls, including call transfers, appointment booking, call summaries, call follow-up actions (Email, SMS, or both), payment, and more.

Formatting your data CSV for Smith.ai

  1. Prepare your data to meet Smith.ai's requirements:
    1. The file must contain at least 2 rows.
    2. The file must have a "header row" with no blank values.
    3. The file must not contain any images, charts, or binary data.
    4. If your data includes a comma, put that information inside quotation marks. Read more about why commas need quotation marks in CSV files. 
    5. The file size is limited to 150KB. You can provide multiple files if necessary.
  2. Export your table as a CSV (comma-separated value) file without headers.
    1. For Excel, Read this help article by Microsoft for more information on converting an Excel sheet into a CSV file.
    2. For Google Sheets, go to File -> Download -> Comma Separated Values (.csv)
  3. Is this a new request or an update?
    1. Update: Send the CSV file to support@smith.ai (Clicking the link will populate an email for you)
    2. New Request: Please ensure you've enabled the add-on on your account and specified how it will be used. Otherwise, the team won't be able to activate it. Once that's done, please send the CSV file to support@smith.ai (Clicking the link will populate an email for you)
  4. Our team will identify your account, upload the CSV file within 2 full business days (3 for initial setup), and we'll now be able to base call decisions on data provided by your callers.

Questions? Contact us!

If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.

If you're not yet a Smith.ai client, please schedule a free consultation to get started with our virtual receptionist services or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.

How did we do?

How to provide existing client data to Smith.ai

How to view your open tickets with Smith.ai

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