Troubleshooting Article - Click-to-Call or Click-to-Email Features Do Not Work

Overview

You may encounter an issue that the Click-to-Call and/or Click-to-Email features are not working properly in your CRM, facing one of the following symptoms:

• Phones or emails are not hyperlinked in Salesforce

• Emails are hyperlinked but are opened in Outlook instead Playbooks

Workflow 

Instructions

Enable Click-to-Call and Click-to-Email in Playbooks

Make sure that the Click-to-Call and Click-to-Email features are enabled for you in Playbooks.

For more information refer to the following articles:

• Enabling the Click-to-Call Feature 
• Enabling the Click-to-Email Feature 

Make Sure That the Field in CRM Contains only Phone Or Email

Make sure that fields in your CRM which contain Phone or Email Address do not contain any other data. If a field contains additional characters or words (like prospects company name, building address), Playbooks will not recognize these fields as phones/emails. If this is the case, please create separate fields for Emails and Phone numbers in CRM. Alternatively, you can contact your account manager to have our Professional Services team develop a custom object for you so that phones and emails will still work with Click-to-email/click-to-call features in Playbooks.

For more information, refer to the article Phones and Emails Not Hyperlinked or Not Working with Playbooks While Located in a Single Field in Salesforce.

Update the Playbooks Extension in Chrome

Update the Playbooks extension in Chrome by completing the following steps:

1. Click on the ellipsis button (three dots) on the top right in Google Chrome and navigate to More Tools > Extensions.
2. Make sure that Developer mode is turned on.
3. Click Update to have your extensions (including Playbooks) updated.
4. Close and reopen Google Chrome. Now, if you click on a phone number, the call should be opened in Playbooks.
   Note: If you cannot restart Chrome at the time, try refreshing the page that has Playbooks. If that does not work, you will need to restart Chrome.

Clear Cache and Cookies in Chrome

Clear cache, cookies and site data in Google Chrome to make sure that the cached files are not affecting click-to-call/click-to-email features. Close and reopen Google Chrome ,then log back in to your CRM and Playbooks.

Click-to-Call Issues

Make Sure Phone Numbers are in E.164 Format in CRM

Make sure that phone numbers that you are trying to call from your CRM are in the E.164 format. If plus and country code are missing in the phone number, Playbooks might fail to recognize it as a phone number.

In other words, ensure that all numbers start with a plus (+) sign, following by a country code and subscriber number. For example, if it is a US number, it should be saved as: +19091234567.

Disable click-to-call-ui Flag in Chrome

Try disabling the click-to-call-ui flag in Google Chrome:

1. Close all Chrome tabs and instances and open one fresh Chrome window.
   
2. Open Chrome's flag screen by copying and pasting chrome://flags string in the Chrome's URL Bar:
   
   
   
   
3. Search (Ctrl + F) for the following flag:
   Enable click to call feature signals to be handled on desktop
   
   
   
   
4. Set the flag to Disabled.
   
5. Close everything and Reopen Playbooks.