Why are some Click-to-Call records not hyperlinked?

Overview

In your CRM, there are some records where a phone number is not being hyperlinked to call. You are wondering why Click-to-Call is not working on these phone numbers.

Information

If a phone number is not being hyperlinked on the contact record's page, then that means that Click-to-Call is not recognizing that phone number as a valid phone number. You can check if the phone number is valid by calling it, or by using a phone validator lookup service. For best practices, ensure that all phone numbers are saved in E.164 format with a country code and subscriber number.

Note: If phone number is located in a field that contains other data (e.g., email address), it will not be hyperlinked and cannot be used for Click-to-call as described in the article Phone and Emails Not Hyperlinked or Not Working with Playbooks While Located in a Single Field in Salesforce.