Trail Map › Use-Case Catalog › Click-to-Call
📞 Sales Productivity · Module 22

Click-to-Call: Dial Any Phone Field With One Click

Connect Twilio once, and a Call button shows up automatically next to every phone number in the CRM — no dial pad, no copy-pasting numbers into your desk phone.

4
Tabs
~8 min
Time to Complete
80 pts
Available
1 Badge
Dial-In Pro

Why reps stop calling when dialing is annoying

RJ
Rita Joshi · Sales Rep

"Every time I want to call a lead I'm re-typing their number into my phone by hand. Half the time I fat-finger a digit and call a stranger instead."

Click-to-Call adds a phone-shaped button next to every Phone field on every record — Leads, Contacts, Accounts, and any custom object with a phone field. Click it, and SmartLite rings your own phone first; the moment you pick up, it automatically connects you to the number you clicked. No dial pad, no typos, and the call is logged as an Activity automatically.

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What you'll be able to do
Turn on click-to-call for your org once, then let every rep dial straight from a record with a single click — with the call logged for you.

How the call actually connects

Click-to-Call is powered by Twilio Voice. It does not use your browser's microphone — it uses two ordinary phone calls joined together. When you click Call, SmartLite rings your own phone first (the number you saved in My Profile). The instant you answer, it automatically dials the other person and joins both calls together.

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Before anyone can click Call
An admin must connect a Twilio account under Call Settings, and every rep who wants to make calls must save their own phone number in My Profile — that's the number that rings first.

1 Connect Twilio (admin, one-time)

Get Twilio credentialsSign up at twilio.com, open the Console, and copy your Account SID and Auth Token. Buy a Voice-capable phone number under Phone Numbers → Buy a number.
Open Call SettingsGo to Setup → Automation → Call Settings.
Enter your credentialsPaste the Account SID, Auth Token, and the Twilio number (in international format, e.g. +14155552671) into the Caller Number field.
Test the connectionClick Test Connection to confirm Twilio accepts the credentials before saving.
Turn it onSwitch Enabled to on, then click Save Settings.

2 Save your own phone number (every rep, one-time)

Open My ProfileClick your avatar → My Profile.
Edit Personal InformationClick Edit, and enter your phone number in international format (e.g. +14155552671) in the Phone field.
SaveThis is the number Twilio rings first, before bridging you to whoever you're calling.

3 Add a Call Panel to a page layout (optional)

Open the Page Layout editorGo to Object Manager → pick an object → Page Layouts, and open the layout you want to edit.
Add the Call Panel widgetFrom the Available Widgets list on the right, add "Call Panel" to the sidebar. It lists every phone/mobile field on the record with a call button next to each, in one place.

Day-to-day: sales & support reps

Call straight from a recordOpen any Lead, Contact, or other record and click the small phone icon next to its Phone or Mobile field. Your own phone rings first — answer it, and you're automatically connected.
Call from a list viewThe same call button appears on Phone columns in list views, so you can dial without opening the record.
Check the call logEvery call is automatically logged as a Call activity on the record, with how long it lasted and whether it was answered — no manual logging needed.
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What to try next
Look at the Marketing Studio trail — it covers sending SMS and WhatsApp messages using the same kind of provider setup.

Test what you learned

1. When you click the Call button, what does SmartLite dial first?
The customer's number, directly, using your browser's microphone
Your own phone — once you answer, it connects you to the customer automatically
2. What has to be true before a rep can use the Call button?
An admin has connected and enabled Twilio in Call Settings, and the rep has saved their own phone number in My Profile
Nothing — it works out of the box for every org with no setup