SIM-Based Calling with the Mobile App

What Is SIM-Based Calling?

SIM-based calling is a convenient feature in the CRM mobile app that lets you initiate calls directly through your device's native phone dialer. With a single tap, the app pre-fills the contact's phone number and hands it off to your phone's calling system. Since the call routes through your personal SIM card and mobile carrier, you can start making calls immediately—even if your workspace hasn't yet set up a dedicated business phone line.

Important: This feature is only available if your sub-account does not have an active CRM Phone number. Once a phone number is purchased and active, SIM-based calling is automatically disabled.

Key Benefits of SIM-Based Calling

SIM-based calling provides a simple and immediate way to connect with leads while you prepare for a full phone system setup. Key advantages include:

• No Setup Required: Works right away without any configuration.
• Fast Outreach: Tap once to open your dialer with the number ready—no copying and pasting.
• Uses Your Existing Plan: Calls use your mobile carrier’s minutes or data plan.
• Mobile-Optimized: Designed for users who rely on the mobile app for daily tasks.
• Flexible Transition: Teams can begin calling leads immediately and upgrade to a business phone number later.

Prerequisites and Limitations

Before using SIM-based calling, be aware of the following:

• No CRM Phone number can be active in your sub-account.
• Standard carrier rates and minute allowances apply—calls are billed through your mobile provider, not through the CRM.
• Call recording, transferring, and analytics are not available with SIM-based calls.
• You must manually log call outcomes in the CRM to keep records up to date.

Where to Use SIM-Based Calling

Look for the phone icon next to any phone number displayed in the mobile app. Common places include:

• Contacts: At the top of a contact’s profile.
• Opportunities: On Kanban cards and within opportunity details.
• Conversations: In the quick-action toolbar above message threads.

Manual Call Logging

Since SIM-based calls are not automatically recorded in the CRM, you should manually log outcomes to maintain accurate records. You can do this by:

• Adding notes directly to a contact’s profile.
• Using the Log External Call workflow action to record details and update reporting fields.
• Using the Manual Call workflow action to log calls and schedule follow-ups.

How to Place a SIM-Based Call

Follow these simple steps to make a call using your SIM:

1. Open the Contacts, Opportunities, or Conversations section in the mobile app.
2. Tap the phone icon next to the lead’s phone number.
3. Your phone’s dialer will open with the number already entered. Tap the call button to connect.

The call will use your mobile plan just like any other call from your personal number.

Frequently Asked Questions

Does this feature cost anything extra?

No. Calls use your existing mobile plan minutes or data. The CRM does not charge for SIM-based calls.

Will contacts see my personal caller ID?

Yes. Since the call is made through your SIM, the recipient will see the name or number associated with your mobile carrier.

Will the CRM log my SIM-based calls?

No. Automatic call logging is only available for CRM Phone (VoIP) calls. You must manually record outcomes for SIM-based calls.

Why did the SIM-based calling option disappear after I purchased a CRM Phone number?

When a CRM Phone number is active in your sub-account, the mobile app switches to VoIP calling, and SIM-based calling is no longer available. This feature is intended as a temporary solution until you set up a business phone line.