Does the phone call step include the prospect’s number?

• If a phone number is available for the contact, you can find it listed in the contact details section below their name and title. Refer to the overview below:

• Note: If you're using HubSpot integration and phone numbers aren't appearing, check your field mappings in Settings → Integrations → HubSpot → Field mappings. Ensure your HubSpot phone property (e.g., phone, mobilephone, or custom phone fields) is properly mapped to Unify's phone fields (Mobile/Work/Corporate). Allow up to 60 minutes for sync completion after mapping changes.

• Phone number enrichment can be enabled in the Play's prospecting node and costs 4 credits per person. This enrichment only applies to contacts captured after the enrichment setting is enabled. Note that bulk phone enrichment during upload can silently fail for some contacts even when the toggle is enabled, though individual enrichment will still work for these contacts. To retroactively add phone numbers to existing contacts, you have two options:

  • Audience-based CSV flow: Create an audience segment to export the contacts as a CSV, then upload the CSV and use the "enrich phone number" feature. This may return multiple numbers when available. When creating an audience for contacts across multiple sequences, use "or" logic in the Sequence activity filters to include all sequences in a single audience.

  • Prospecting node in Plays: Enable phone enrichment in the prospecting node to populate numbers in bulk before enrollment. Best practice is to only turn this on for sequences that include call tasks.

• Important: When using Salesforce integration, enriched phone numbers will only write back to Salesforce if the mapped phone field is blank. Unify will not overwrite existing phone values in Salesforce.

If you add a note to a Task, will it appear in the contact’s profile?

• No, notes are currently visible only within the task in Unify. Although there’s consideration for including notes in the CRM tasks in future updates, for now, it should be assumed they will not transfer.

Are custom tasks, such as triggering a phone call Task when an email is opened multiple times, supported?

• This is not a feature supported in the initial release. However, additional logic for customization is under consideration for future iterations.

How does a representative know there’s a new task if they don’t use Slack?

• New tasks are identified by a 🟢 Unread dot visible on their dashboard each time they log in. Future updates will incorporate email, Slack, and Microsoft notifications as well.

AI Research

Where can you customize the AI research feature?

• This customization feature will be accessible within the Settings menu.

Does the AI research feature consume credits?

• No, the AI research feature does not require credits.

Mailbox routing

Are we considering round-robin functionality for handling email replies tied to unassigned (unnamed) accounts?

• Yes, round-robin functionality will be introduced shortly after launch, leveraging the updated Assign owner record.

How do I configure mailboxes to send from the correct sender based on account ownership?

• Email Signatures: Configure signatures in your user profile at Settings > My Profile, or set up standardized templates for all users in Settings > Organization > General

• Mailbox Assignment: Ensure a 1:1 relationship between mailboxes and their actual owners by going to Settings > Deliverability > Mailboxes to verify and update assignments

• Sequence Routing: Configure sender routing in your Play Builder by selecting the sequence, locating the Sequence node, and editing the “routing” section. You have two main routing options:

  • Use a mailbox associated with the company/person record owner – Automatically matches the record owner (AE) to their assigned mailboxes, ensuring leads owned by a specific AE only send from that AE’s mailboxes

  • Manually select warmed mailboxes – Choose specific mailboxes for the sequence

• User Requirements: Each sender identity requires a corresponding user account in Unify - users only need to log in once to associate their name with mailboxes, then emails can be forwarded to their primary email addresses

If both an Account Executive (AE) and a Business Development Representative (BDR) are listed as owners for a record in the CRM, how is routing handled?

• Routing will utilize the Unify person or company record owner, which is typically synced from the CRM system.