Overview

When pulling up records to dial via Playbooks In Salesforce, the phone number field fails to hyperlink for click-to-call if the record is opened in the Sales Console (Salesforce Classic). The phone number hyperlinks correctly if opened using the standard Sales app.

Information

By design, the Classic version of Sales Console is not supported by Playbooks. The only version supported is the Lightning version. 

• To avoid having issues with your instance, make sure you switch to the Lightning version of the Sales Console in Salesforce.

If the issue persist after the change, make sure you check the Why are some Click-to-Call records not hyperlinked? KB Article.