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Link a call to a contact

An Operator attaches a call that has no contact (an unlinked call — withheld number, or an outbound call to an unknown number — or a call started from a Lead or Company page whose number matched no contact) to a contact, or to a new one, so it joins that contact's conversation.

When this happens: Operator clicks Link to contact on an unlinked call.

Step by step

  1. 1

    Open the unlinked call Hidden number, today 11:05, answered by Ion Rusu in the Calls list and clicks Link to contact.

    EasyCRM shows a contact search.

  2. 2

    Types Popescu and picks Maria Popescu.

    Adds the call as a message to Maria's voice conversation (reopening a Resolved one inside the window, or starting a new one), keeping the call's time, and moves any recording or voicemail with it. If the call was Completed, a mapped user handled it and it had no activity, writes its activity to Maria's timeline. Audits CallLinked.

Other paths

Create a contact

If clicks Create contact and types the caller's name. The number is prefilled when the call has one (for example +373 22 555 010 from an outbound call). EasyCRM creates the contact with the number, its country and, for a call started from a Company page, that company (FR-29-016 AC #6). Nothing else is asked for: the contact shows Incomplete and gets its consent and remaining fields later. Continues from step 4.

Number present

EasyCRM records the number as a Phone identity on the contact, so the next call from or to it matches automatically.

Manager links another user's call

A holder of EasyCrm.Calls.Manage links a call made by Ion Rusu. Allows it; the activity's owner stays you who handled the call.

Call made to a lead

For a call started from a lead's page, offers no Create contact and says This call was made to a lead. Convert the lead, and the call moves to the contact it becomes, with a link to the lead. Open the lead and converts it (UC-03 — FR-03-010). Links the lead's calls that have no contact to the contact it becomes, as in steps 4 – 5 and . When the lead was converted already, picks the contact it became in the search at step 2.

If something goes wrong

Already linked

A call that is already linked cannot be re-linked: EasyCrm:Voice:CallAlreadyLinked (This call is already linked to a contact. To fix a duplicate, merge the contacts).

Not allowed

An Operator who did not handle the call and lacks EasyCrm.Calls.Manage does not see the call or the action.

Contact out of scope

A contact outside the actor's data scope is not offered in the search.

Blocked call

A call flagged Blocked is not offered Link to contact; unblock the number first.

Good to know

  • Linking is allowed to you who handled the call and to holders of EasyCrm.Calls.Manage.
  • A linked call cannot be moved to another contact; duplicates are merged instead.
  • Reopen or new conversation is evaluated at link time and the message keeps the call's original time.
  • Linking records a Phone identity when the call has a number.