How is call data logged in my CRM?

How Call Data is Logged to Your CRM

CRM & Integrations > Data & Sync > How Call Data is Logged

Understanding how Salestrail matches and logs calls to your CRM will help you get the most out of the integration and troubleshoot any gaps quickly.

How matching works by default

When a call ends, Salestrail looks up the phone number in your CRM and logs the call against the first matching record it finds. The default matching priority is:

Contact > Account > Lead

If a number appears on multiple record types, Salestrail follows this order and logs to the highest-priority match. If two records of the same type share a number, the one with the most recent activity is used.

All of this is customisable — the matching order, which record types are included, how ties are resolved, and whether calls are also logged to Opportunities. If the default logic doesn't fit your CRM structure, contact support@liid.com and we'll adjust it for your account.

What happens when no match is found

If Salestrail cannot find a matching record for a phone number, the call is still captured — it appears in your Salestrail dashboard as normal, but it is not pushed to your CRM.

To see why a call wasn't logged to your CRM, go to Dashboard > Integrations > Integration Log. A red dot next to a call means it failed to log — hover over it to see the reason. If the phone number doesn't exist in your CRM, you'll see:

"No match results found."

To resolve this:

Create the contact or relevant record in your CRM with the correct phone number
Go back to the Integration Log
Click Replay next to the call

Salestrail will attempt to match and log it again.

Customisation options for unmatched calls

The default behaviour when no match is found can be changed. Two common customisations are available:

Automatically create a new lead when no match is found — instead of leaving the call in the dashboard only, Salestrail can create a new lead or contact in your CRM for every unmatched number, with the call logged against it.

Only track calls where a CRM match exists — if you want the app to ignore calls to numbers that aren't in your CRM entirely, we can configure it to only track and log calls where a match is found. This keeps your dashboard and CRM clean if your team calls a high volume of numbers not in your CRM.

Both options require a customisation — see the section below on how to request one.

Adding notes to calls

If you have a CRM integration connected, users can add notes to any call directly from the Salestrail mobile app. The note is pushed to the matching CRM record alongside the call activity.

To add a note: tap the call in the Tracked Calls tab in the app, then tap Note, type your note or use the microphone to record it, and save. It will appear in your CRM against the logged call.

Caller ID

If you have a CRM integration connected, Salestrail can show you who is calling before you pick up — using your CRM contact data rather than just your phone's contact list.

On Android: go to Salestrail app > Settings > CRM Settings and enable Caller ID. You will also need to grant the "Appear on top" permission.

On iPhone: go to iPhone Settings > Phone > Call Blocking & Identification and enable the Salestrail toggle. Then restart the Salestrail app.

Caller ID is available for Salesforce and HubSpot integrations. If it is not showing correctly, check that phone numbers in your CRM are formatted consistently — mismatched formatting is the most common cause.

Requesting a customisation

If you want to change how calls are matched, where they are logged, or what happens when no match is found, send the following to support@liid.com once you have an active paid subscription.

1. Where should the call be saved?

Tell us which CRM object should receive the call log. Examples:

Activity or Task
Call
Note
Custom object — if so, confirm the exact name (e.g. "Call Log")

2. Which fields should be included, and what should populate them?

List the fields you want and what data should go into each one. Common examples:

Phone number (to and from)
Call date and time
Call direction — Incoming, Outgoing, or Missed
Call duration in seconds
Recording link (if call recording is enabled)

If any field is a dropdown, share the exact values you want to appear.

3. How should the call be linked?

Tell us how each logged call should be associated in your CRM. Examples:

Link to Contact only
Link to Lead only
Link to Company or Account
Link to Deal or Opportunity

Once we have these three points, we'll build the logic to match your workflow exactly.