M
Mohsin Taufeeque
The Problem:
Currently, when a contact calls or texts one of our tracking numbers (or a number from a website pool), any manual outbound call or SMS made from the Conversations Tab defaults to the location's Main Default Number.
To call the customer back from the same number they interacted with, agents have to manually click the dropdown menu and change the "Call From" number every single time. If they forget, it ruins the tracking data, confuses the customer with a new caller ID, and breaks the communication thread. Building complex branching workflows just to tag contacts and remind agents is a messy workaround.
The Proposed Solution:
Introduce a "Dynamic Match" or "Sticky Number" setting for the Conversations Tab dialer and SMS window.
When enabled, GHL should automatically detect the specific phone number the customer last used to call or text the business, and automatically set that exact number as the outbound caller ID/sender ID for manual replies.
How it should work:
  • Lead visits the website and calls/texts Tracking Line B.
  • The agent opens the contact in the Conversations Tab to reply.
  • GHL automatically defaults the outbound Call/SMS to Tracking Line B instead of the location's default number.
  • If the contact has no prior history, only then does it fall back to the main default number.
Why this is important:
  • Simplicity for the User: Agents don't have to think, check tags, or manually change dropdowns before every single call or text. It just works.
  • Better Customer Experience: Customers always see the exact same phone number on their caller ID that they originally dialed, preventing missed callbacks due to "unknown numbers."
  • Cleaner Tracking: Keeps attribution and conversational threads completely seamless without needing messy, multi-step workflow workarounds.