Dynamics Community Forum Thread Details

Automatic phone call activity logging when calling from the native device dialer

The Dynamics 365 Sales mobile app does not create a Phone Call activity automatically when a user places a call from the device's native dialer to a number that matches an existing Contact or Lead in the CRM. Today, the only ways to get a call logged are: (1) manually creating the Phone Call activity after the fact, or (2) placing the call through the in-app Teams dialer / Sales Hub Dialer, which requires Teams Phone System licensing and changes the user's calling workflow entirely.

For field sales reps who call clients directly from their phone's standard dialer (their normal number, not through Teams), there is no native mechanism to detect that the call happened and prompt the user to log it — even a simple "Do you want to log this call with [Contact Name]?" prompt after hanging up would solve this.

Requested feature: When a call is placed from the native device dialer to a phone number that matches a Contact/Lead/Account record in Dynamics 365, the mobile app should detect the call ending (within OS-allowed permissions) and prompt the user to confirm/create the corresponding Phone Call activity, pre-filled with the contact, date, and duration.

Business impact: Without this, call logging depends entirely on manual entry, which is inconsistent and time-consuming for sales teams, leading to incomplete activity history and unreliable reporting.

Categories:

Dynamics 365 Sales

Microsoft Dynamics CRM

I completely agree that this would be a valuable enhancement for Dynamics 365 Sales Mobile.
Currently, the Dynamics 365 Sales mobile app does not monitor calls made through the device's native dialer due to platform limitations and privacy restrictions imposed by iOS and Android. As a result, Phone Call activities are only created when users manually log them or place calls through integrated solutions such as Microsoft Teams.
A post-call prompt would provide an excellent balance between user privacy and productivity. If the app could detect that a call has ended (using the permissions available on each platform) and prompt the user to create a Phone Call activity with pre-populated details such as the Contact, call date, and duration, it would significantly improve CRM adoption and activity tracking for field sales teams.
This feature would:

Reduce manual data entry.
Improve the accuracy of customer interaction history.
Increase user adoption of the Dynamics 365 Sales mobile app.
Provide more reliable sales activity reporting.
It would be especially beneficial for organizations whose sales representatives rely on the native mobile dialer rather than Microsoft Teams Phone..

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