# SIM-based calling with the Mobile App

> Call leads instantly from the GHL Customer Care mobile app using your phone’s SIM—no LC Phone number needed. Learn setup, prerequisites, and FAQs to start today.

- Source: https://docs.ghlcustomercare.com/docs/phone-system/calling/sim-based-calling-with-the-mobile-app
- Section: Phone System / Calling
- Reading time: 5 min
- Images: 2, each explained below
- Modified on Fri, 11 Sep at 8:05 AM

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Mobile App · Calling

# SIM-Based Calling with the Mobile App

Place calls from the GHL Customer Care mobile app using your phone's SIM and native carrier calling service when LC Phone is not active for the sub-account.

Overview

SIM-based calling lets you start a call from the GHL Customer Care mobile app using the mobile number and carrier plan already configured on your phone. GHL Customer Care passes the contact's phone number to your device's native dialer, where you place the call using your SIM.

Important

SIM-based calling is available only when an LC Phone number is not active for the sub-account. Once LC Phone is set up, the mobile app uses the GHL Customer Care Phone System instead of SIM-based calling.

Table of Contents

[1\. What Is SIM-Based Calling?](#section-1)

[2\. Key Benefits](#section-2)

[3\. SIM-Based vs GHL Customer Care Calling](#section-3)

[4\. Prerequisites and Limitations](#section-4)

[5\. Where You Can Place SIM-Based Calls](#section-5)

[6\. How to Place a SIM-Based Call](#section-6)

[7\. Manual Call Logging](#section-7)

[8\. Troubleshooting](#section-8)

[9\. Frequently Asked Questions](#section-faq)

[10\. Related Articles](#section-related)

## 1\. What Is SIM-Based Calling?

SIM-based calling is a quick way to start a phone call from the GHL Customer Care mobile app using your device's normal carrier calling service.

When you tap the call icon next to a contact's number, GHL Customer Care passes the number to your phone's native dialer. You then place the call using the SIM or mobile line configured on your device.

## 2\. Key Benefits

SIM-based calling provides a simple way to contact customers directly from the mobile app without manually copying their phone number.

**Quick Calling**

Tap the call icon and open your phone's native dialer with the contact's number already filled in.

**Uses Your Existing Mobile Plan**

Calls use your mobile carrier and SIM instead of the GHL Customer Care Phone System.

**Mobile-Friendly Workflow**

Call contacts directly while working from Contacts, Opportunities, or Conversations in the mobile app.

## 3\. SIM-Based vs GHL Customer Care Calling

SIM-based calls and GHL Customer Care Phone System calls use different calling methods and provide different features.

| Feature | SIM-Based Call | GHL Customer Care Phone Call |
| --- | --- | --- |
| **Calling network** | Mobile carrier/SIM | GHL Customer Care Phone System |
| **Number used** | Carrier mobile number | GHL Customer Care phone number |
| **How the call is placed** | Uses the device's carrier/SIM calling service | Uses the GHL Customer Care Phone System |
| **GHL Customer Care call recording** | Not available for the SIM call | Available when supported and configured |
| **GHL Customer Care call transfer** | Not available for the SIM call | Available where supported |
| **GHL Customer Care call analytics** | Not automatically captured | Available for supported calls |
| **Billing** | Mobile carrier plan | GHL Customer Care Phone System usage |

## 4\. Prerequisites and Limitations

Before using SIM-based calling, review the following requirements and limitations.

-   **No active LC Phone number:** SIM-based calling is available only when an LC Phone number has not been purchased and activated for the sub-account. Once LC Phone is active, calls use the GHL Customer Care Phone System instead.
-   **Carrier charges may apply:** Calls use your existing mobile plan. Standard minutes, roaming charges, international calling charges, or other carrier fees may apply.
-   **GHL Customer Care call features do not apply to the SIM call:** Because the call is handled through your device's carrier service, GHL Customer Care call recording, transfer controls, and automatic call analytics are not available for that call.
-   ****Manual logging is required for GHL Customer Care tracking:**** SIM-based calls are not automatically logged in GHL Customer Care. If you want the call outcome recorded in the contact record, log it manually after the call.
-   **Local Presence Dialing does not apply:** SIM-based calls use the phone number associated with your mobile carrier line instead of a GHL Customer Care phone number.

## 5\. Where You Can Place SIM-Based Calls

When SIM-based calling is available, you can start a call from common areas of the GHL Customer Care mobile app where a contact's phone number appears.

-   **Contacts:** From the contact profile.
-   **Opportunities:** From an opportunity card or opportunity details.
-   **Conversations:** From the call action available in the conversation.

## 6\. How to Place a SIM-Based Call

You do not need to copy and paste the contact's phone number. Start the call directly from the mobile app.

Step 1

Open **Contacts**, **Opportunities**, or **Conversations** and locate the contact you want to call.

Step 2

Tap the **phone icon** next to the contact's phone number.

![Phone icon displayed next to the contact phone number in the GHL Customer Care mobile app](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155050758768/original/HQ1PZAMFo_oFCKrMxFcZCCmNkCNIKZA9NA.png)

**6. How to Place a SIM-Based Call (image 1 of 2)**

This screenshot appears in the "6. How to Place a SIM-Based Call" section of "SIM-based calling with the Mobile App". For context, this section explains: Mobile App · Calling SIM-Based Calling with the Mobile App Place calls from the GHL Customer Care mobile app using your phone's SIM and native carrier calling service when LC Phone is not active for the sub-account. Overview SIM-based calling lets you start a call from the GHL Customer Care mobile app…. This part of the guide covers 4 fields, listed below.
- Fields: Outbound Calling Using the GHL Customer Care Mobile App, Local Presence Dialing in the Mobile App, Workflow Action - Log External Call, Workflow Action - Manual Call
- Controls: Quick Calling, Uses Your Existing Mobile Plan, Mobile-Friendly Workflow, Calling network, Number used, How the call is placed, GHL Customer Care call recording, GHL Customer Care call transfer, GHL Customer Care call analytics, Billing, Contacts, Opportunities

Full procedure:

1. No active LC Phone number: SIM-based calling is available only when an LC Phone number has not been purchased and activated for the sub-account. Once LC Phone is active, calls use the GHL Customer Care Phone System instead.
2. Carrier charges may apply: Calls use your existing mobile plan. Standard minutes, roaming charges, international calling charges, or other carrier fees may apply.
3. GHL Customer Care call features do not apply to the SIM call: Because the call is handled through your device's carrier service, GHL Customer Care call recording, transfer controls, and automatic call analytics are not available for that call.
4. Manual logging is required for GHL Customer Care tracking: SIM-based calls are not automatically logged in GHL Customer Care. If you want the call outcome recorded in the contact record, log it manually after the call.
5. Local Presence Dialing does not apply: SIM-based calls use the phone number associated with your mobile carrier line instead of a GHL Customer Care phone number.

Step 3

Your device's native dialer opens with the contact's phone number pre-filled. Use the native dialer to place the call.

![Native mobile dialer opened with the contact phone number pre-filled](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155050758778/original/V0R7qk2rfG5RzSyTeU1kxQBwljH1EPMXZQ.png)

**6. How to Place a SIM-Based Call (image 2 of 2)**

This screenshot appears in the "6. How to Place a SIM-Based Call" section of "SIM-based calling with the Mobile App". For context, this section explains: Mobile App · Calling SIM-Based Calling with the Mobile App Place calls from the GHL Customer Care mobile app using your phone's SIM and native carrier calling service when LC Phone is not active for the sub-account. Overview SIM-based calling lets you start a call from the GHL Customer Care mobile app…. This part of the guide covers 4 fields, listed below.
- Fields: Outbound Calling Using the GHL Customer Care Mobile App, Local Presence Dialing in the Mobile App, Workflow Action - Log External Call, Workflow Action - Manual Call
- Controls: Quick Calling, Uses Your Existing Mobile Plan, Mobile-Friendly Workflow, Calling network, Number used, How the call is placed, GHL Customer Care call recording, GHL Customer Care call transfer, GHL Customer Care call analytics, Billing, Contacts, Opportunities

Full procedure:

1. No active LC Phone number: SIM-based calling is available only when an LC Phone number has not been purchased and activated for the sub-account. Once LC Phone is active, calls use the GHL Customer Care Phone System instead.
2. Carrier charges may apply: Calls use your existing mobile plan. Standard minutes, roaming charges, international calling charges, or other carrier fees may apply.
3. GHL Customer Care call features do not apply to the SIM call: Because the call is handled through your device's carrier service, GHL Customer Care call recording, transfer controls, and automatic call analytics are not available for that call.
4. Manual logging is required for GHL Customer Care tracking: SIM-based calls are not automatically logged in GHL Customer Care. If you want the call outcome recorded in the contact record, log it manually after the call.
5. Local Presence Dialing does not apply: SIM-based calls use the phone number associated with your mobile carrier line instead of a GHL Customer Care phone number.

**Result:** The call is placed through your mobile carrier just like a standard phone call made from your device.

## 7\. Manual Call Logging

SIM-based calls are handled outside the GHL Customer Care Phone System, so they are not automatically logged as GHL Customer Care calls.

After completing a SIM-based call, record the outcome when needed so the contact record and sales process remain up to date.

-   Add a **Note** to the contact record with the call outcome.
-   Use an applicable manual or external call logging option when your workflow requires structured call tracking.

For automated or workflow-based call tracking, see the related **Log External Call** and **Manual Call** documentation.

## 8\. Troubleshooting

If SIM-based calling does not work as expected, check the device and sub-account calling configuration first.

**The native dialer does not open**

Confirm that your device has an active calling app and an active mobile line. Then reopen the GHL Customer Care mobile app and try the call again.

**The SIM-based calling option is missing**

Check whether an LC Phone number is already active for the sub-account. SIM-based calling is only available when LC Phone is not active. If no LC Phone number is active and the option is still missing, contact GHL Customer Care Support.

## 9\. Frequently Asked Questions

Does SIM-based calling cost anything extra in GHL Customer Care?

SIM-based calls are not billed through the GHL Customer Care Phone System. They use your mobile carrier plan, so standard minutes, roaming, international calling, or other applicable carrier charges may apply.

What caller ID will the contact see?

Because the call is placed through your SIM and mobile carrier, the recipient generally sees the caller ID provided by the carrier for that line. Caller ID presentation can vary by carrier, device, and region.

Will GHL Customer Care automatically log my SIM-based calls?

No. SIM-based calls use the device's carrier network and are not automatically logged as GHL Customer Care Phone System calls. Record the outcome manually when tracking is required.

Can I use GHL Customer Care call recording or call transfer during a SIM-based call?

No. The call uses your device's carrier network, so GHL Customer Care call recording and transfer controls are not available for that SIM-based call.

Does Local Presence Dialing work with SIM-based calls?

No. Local Presence Dialing uses GHL Customer Care phone numbers, while SIM-based calls use the phone number associated with your mobile carrier line.

Why did the SIM-based calling option disappear after I set up LC Phone?

SIM-based calling is available only when an LC Phone number is not active for the sub-account. Once LC Phone is set up, the mobile app uses the GHL Customer Care Phone System for calling instead.

## 10\. Related Articles

-    [Outbound Calling Using the GHL Customer Care Mobile App](https://docs.ghlcustomercare.com/docs/mobile-and-desktop-app/mobile-app/outbound-calling-using-the-ghl-customer-care-mobile-app) 
-    [What Is LC (Lead Connector) Phone System?](https://docs.ghlcustomercare.com/docs/phone-system/lc-phone-system/what-is-the-ghl-customer-care-s-native-phone-system-lc-phone) 
-    [Local Presence Dialing in the Mobile App](https://docs.ghlcustomercare.com/docs/mobile-and-desktop-app/mobile-app/local-presence-dialing-in-the-mobile-app) 
-    [Workflow Action - Log External Call](https://docs.ghlcustomercare.com/docs/conversations/conversations/workflow-action-log-external-call) 
-    [Workflow Action - Manual Call](https://docs.ghlcustomercare.com/docs/workflows/communication-workflow-actions/workflow-action-manual-call)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com