Calls Are Logging to the Wrong Record

How Salestrail decides where to log a call

Salestrail matches calls to CRM records by phone number and uses this priority order:

Contact > Lead > Account

So if a number belongs to both a Contact and a Lead, the call is logged under the Contact. If a number belongs to a Lead and an Account, it is logged under the Lead.

If two records of the same type share the same phone number, Salestrail logs to the one with the most recent last modified date.

All of this can be customised — contact support@liid.com if you need the matching logic adjusted for your CRM structure.

Check 1: Does the phone number exist on multiple records?

Search for the phone number in your CRM and check how many records it appears on. If the same number is on both a Contact and a Lead, the call will always go to the Contact. If it is on two Contacts, the most recently modified one wins.

Clean up duplicate or shared numbers in your CRM to ensure each number belongs to only one record where possible.

Check 2: Is the number formatted differently across records?

Salestrail matches by exact phone number. If the same number is stored in different formats on different records — for example with and without a country code, or with spaces in different places — Salestrail may be matching to the wrong one.

Standardise phone number formatting across your CRM. Ideally all numbers should include the country code in the same format with no spaces or special characters.

Check 3: Do you need a different matching priority?

If the default matching order does not work for your CRM structure, it can be changed. For example:

• If you want calls to always log to Leads before Contacts
• If you want calls to log to Opportunities or Deals when one exists
• If you need a different tie-breaking rule when multiple records share a number

All of this can be configured as a customisation. Contact support@liid.com with your requirements and we will adjust the logic for your account.