Occasionally, you might encounter the same phone number assigned to multiple Salesforce entities, or a lead/contact duplicated in your CRM.

The default setting in Salrestrail is to prioritize Contacts over leads and accounts, while leads are prioritised over Accounts.

So if a number belongs to both a Contact and a Lead, the call will be logged under the Contact. If a number belongs to a Lead and an Account, Salestrail will log it under the Lead.

If two Contacts (or two Leads / two Accounts) have the same number then Salestrail looks at the last activity date and logs the call under the one that has the most recent activity. Iif there is no activity on the entity, then Salestrail will log it under the entity with the most recent "last modified" date.

All of this can be changed according to your needs.