Android call tracking

The Convertly Android companion brings eligible work-SIM cellular call activity into your CRM. It also gives permitted users access to everyday lead and work-management screens.

Connect the right work SIM and verify a test call in the CRM.

Where to go

Integrations → Android phones; Android Settings → Call tracking

What you need

A work phone, Calls permissions, and an Admin to create a pairing code.

Before you start

• Use the Android app download offered by your signed-in Convertly workspace.
• Use an approved work phone and confirm your organization’s tracking policy.
• Make sure the user has the appropriate Calls permissions.
• Identify the work SIM you intend to track, especially on a dual-SIM phone.

Explain what will be tracked before enrolling a phone. Grant only the permissions needed for the intended workflow.

Connect the phone

1. Sign in to the Android app with the intended workspace account.
2. Ask a workspace Admin to open Integrations → Android phones and create the user’s pairing code.
3. Open Settings → Call tracking in the Android app.
4. Enter the code, select the work SIM, review the tracking disclosure, and complete the permission and consent steps.
5. Make an agreed test call, then confirm that its activity appears in the correct workspace.

Pairing codes are temporary and user-bound. If one is rejected, request a fresh code instead of sharing another employee’s enrollment.

What is tracked

Tracking applies to eligible cellular calls on the selected work SIM after enrollment. Personal-SIM calls, unresolved SIM identity, and internet calls are outside that capture path.

The phone reports call direction, time, and available duration/status. It does not infer what was discussed or whether an unanswered attempt failed for a particular network reason.

Understand sync status

The app can queue call metadata while offline and retry when conditions allow. Android background restrictions, revoked permissions, force-stop, or connectivity can delay synchronization.

Recent device contact in the web app is not proof that every call has synchronized. Check both the phone’s tracking status and the expected record in Calls.

Lead creation

An Admin can configure the workspace default in Integrations → Android phones. A device may use that default or an explicit override where offered. This controls automatic lead creation, not whether an existing lead can match a call.

If a call is missing

1. Check the selected work SIM and current permissions.
2. Open the Android app and check network and sync status.
3. Confirm the call occurred after enrollment.
4. Review the date range and device filters in the web Calls list.
5. Contact support with a safe timestamp and status—not a full customer call log.

Signing out of the interactive CRM session is not the same as disconnecting tracking. Use the tracking disconnection controls when a phone should stop reporting. Do not assume recordings are uploaded to the CRM; their availability depends on supported phone/provider behavior.