Numbers must be in Salesforce before you receive or make a call to link properly. Calls can be manually synced to the appropriate object if needed:
Find the conversation you'd like to manually sync to Salesforce and click on the phone number in the conversation list.
Click on the on the conversation bubble that you'd like to sync.
Hover over the Salesforce cloud and click on the pencil and paper icon to edit.
Search for lead, contact, opportunity, account, case, etc and then select the appropriate object and hit "sync".
Once synced you can click on the Salesforce cloud logo under "Integrations" in the call detail section of the app (right side) to open the task in your browser.
Note: Please reference How to manually change the "related to" object (in Salesforce) if the above steps do not resolve the issue
If a call syncs to the wrong object, or if the inbound Caller ID is inaccurate, there may be a duplicate phone number within the Salesforce instance.
This can sometimes happen if the number was incorrectly added to a location/case/account/lead/etc.
Please reach out to the Salesforce Administrator for your organization, or our Solutions team for assistance reconciling issues within your Salesforce instance.
If you have any additional questions or issues please chat with the Truly support team by clicking your initials in the upper right corner of the desktop app, or email support@truly.co, and we’ll be happy to assist!