Phone calls routed through your tracked phone system automatically create a customer record — but since the system doesn't know who should own that lead, these records come in without a salesperson attached.
Before You Start
Plan/Package: Included with limited customer management and above.
Role & Permissions: Sales Managers and Admins can assign these records. Salespeople can see all customer records, including unassigned ones, but can only edit their own customers, so they can't set the salesperson on an unassigned record. Analytics and Inventory Manager users can view customers but can't make changes. See User Roles and What Each Can Do.
Why This Happens
When a tracked call comes in and is identified as a sales or service inquiry, a customer record is created automatically so nothing falls through the cracks. Because the system has no way to know which salesperson the customer spoke with, the record comes in unassigned.
What To Do
Go to Customers and use the Salesperson dropdown filter to show customers who are Unassigned.
Click a customer record in the data table to open it.
Open the Activity tab and find the incoming call that created the record. Listen to the recording to see which staff member the customer spoke with.
Open the Details tab. Under Account info, the salesperson field reads Set salesperson when no one is assigned.
Click Set salesperson and choose a user from the dropdown. That salesperson is now assigned to the customer record (see How to Assign or Change a Customer's Salesperson).
Good to Know
This is a manual review step — there's no automatic assignment based on who answered the call. Check for unassigned customers regularly so call leads receive proper follow-up.
Only calls to your Work Truck Solutions tracking numbers are captured. Calls that come in through a separate phone system (for example, your dealership's own phone platform or a direct line) aren't integrated. Those customers will need to be added manually (see How to Add a Customer Record).
Each tracked call shows on the customer's Activity tab with a call summary, the recording, and the call length.
Auto-created records are built from caller ID data only, so the name on the record may be a city or a different household member rather than the person you spoke with. Check and correct the name when you assign the record.
There's no merge tool for duplicate records. If a call-created record duplicates a customer you already have, copy any useful details into the existing record, then delete the duplicate.
If you don't see call recordings on a customer's Activity tab, contact support for assistance.
For additional questions or assistance, you can always chat with us for a fast response.