A customer has three tickets open in HubSpot. One for a late delivery, one for a return and another for an account change. They call and say theyre following up from yesterday. Their phone number brings up the contact but the AI still needs to understand which case they mean

Our customer support stack uses Bland for inbound calls and HubSpot for CRM and ticket management. Im working through ticket routing so the AI voice agent attaches call notes to the right case and carries that context into a human handoff

If they’re calling about the return, I want the call summary saved to that ticket. The rep taking over should see what the customer already explained and what still needs doing, ALL on the same record