How to Look Up a Caller During a Call

While on a call (or before dialing), pull up the matching Lead record, log a note straight to it, or schedule a callback — without leaving the softphone.

Before you start

The CRM tab in the softphone is real and wired to CRM (this is different from the same-named tab inside the Text/SMS tool, which is not — see What is Phone/softphone/Text in KamoUniverse?).

Steps

1. Open the softphone and click the CRM tab. It follows whatever number is currently dialed or in a live call; you can also type a number into the lookup box directly.
2. If the number matches one or more leads, they're listed — pick one if there's more than one match. If it matches a saved contact or an internal team member instead, that's shown labeled accordingly. If nothing matches, you're offered Create lead.
3. With a lead selected, use the quick actions:
   • Call — dial this lead's number.
   • Open Lead — go to the lead's full record.
   • Log Note — jot a note that saves straight to the lead.
   • Callback — opens the same scheduling composer used elsewhere in CRM, to book a follow-up call on this lead's timeline.
4. Recent activity on the lead (notes, calls, etc.) is listed below — click View all to see everything on the lead's own Communications tab.

What you'll see

Notes and callbacks you create here appear on the lead's own activity feed immediately, exactly as if you'd added them from the lead's page.