When a call connects to a contact that shares a phone number with more than one record in CRMs, the NUACOM desktop app lets you choose exactly which contact(s) that call gets synced to — instead of syncing it to every matching contact automatically.

Selective call syncing is currently available for the Salesforce and Go HighLevel (GHL) integrations only.

How it works

During a call where multiple Contact records are found with the same number, the Selective Call Syncing button will appear next to each matched contact has 3 states:

• Default (Blue): "This call will be synced to all contacts." No selection has been made yet, so the call will sync to every contact that matches the caller's number.
• Selected (Green): "This call will be synced to the selected contact." You've clicked a contact to sync the call only to that one.
• Unselected (Red): "This call won't be synced to this contact." You've clicked a contact a second time to exclude it from the sync.

You can choose to sync the call to all contacts, a specific contact, or not at all.

How to use it

1. During an active call, wait for the app to display the matching contact(s) for the number.
2. Click a contact once to sync the call only to that contact.
3. Click the same contact again if you want to exclude it from syncing.
4. If you don't make any selection, the call syncs to all matched contacts by default once it ends.

Best used when: the same phone number is saved against multiple contacts (e.g. a shared office line, or a couple sharing a household number) and you only want the call logged against one of them.

Important: Selective call syncing only applies when a call matches more than one contact. If a number matches a single contact, the call syncs to that contact as normal.

Important information

Please Note: If your Salesforce or GHL integration has Compatible Mode enabled (found in your CRM's contact sync settings), calls made from physical phones or the NUACOM mobile app will always sync to every contact sharing that number, and selective call syncing from the desktop app will not apply.

Here is how the Desktop App looks when Compatible mode is enabled:

Recommendation: Turn Compatible Mode ON, which enables Sync Calls to All Records by default when using NUACOM Desktop Apps with physical hardware phones or mobile apps. This ensures proper tracking, as these devices are not integration-aware.

FAQs

Does this affect calls made from my mobile phone or desk phone? No — selective call syncing is only available for calls made or received through the NUACOM desktop app.

What happens if I don't select anything? The call syncs to every contact that matches the phone number, which is the same behavior as before this feature existed.

Can I change my selection after the call ends? No, selections need to be made during the call — once it ends, the call syncs based on whatever state each contact was left in.