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VBC Click-to-Connect (Dial/SMS)

Updated: 1/1/2026 4:37 AM

Click-to-Connect is available with the Vonage Integration Suite (VGIS) Guide web version. However, the use of a CRM is not required to use Click-to-Connect.  This feature allows users to click a phone number on a web-enabled page to place a call or send an SMS message to that number.

If...Then...
Enabled/On
  • Click-to-Connect icons display on supported web-enabled pages
  • Configurations display on the Settings page
Disabled/Off
  • Click-to-Connect icons are hidden on supported web-enabled pages
  • Access to the URL exclusion configuration is removed from the Settings page

Administrators can manage access for their users via the Vonage Integration Suite (VGIS) Config Portal.

Configure Click-to-Connect
  1. Click the V icon in the top-right corner of your browser next to the address bar to open the VGIS Web panel.
  2. Sign in to the appropriate service:

    1. Select your CRM and then sign in using your CRM credentials, or
    2. Select Vonage Business Communications and then sign in using your Vonage user credentials.

      screenshot 
  3. Click on the Integrations icon (top-middle).
  4. Scroll down to Features.
  5. Enable Click-to-Connect by clicking the toggle to On.
  6. Select the gear icon to set additional configuration settings.

    Auto confirm Click-to-Dial (default device)
    • If enabled, automatically answers the incoming call that triggers the outbound call for Click-to-Connect.
    • If disabled, you must first answer the inbound call before the system places the outbound call.
    Click to Connect prompt
    • If disabled (default), the call or SMS message is initiated when the call or SMS icon is clicked.
    • If enabled, a second pop-up displays, which requires clicking again before placing a call or message.
    Phone Number Detections Settings (click gear icon)
    Restrict display of Click-to-ConnectClick-to-Connect can interfere with some web pages. To restrict these pages from displaying Click-to-Connect, click Add (upper right).
    Force detection on web pages where it is suppressed

    If enabled, web pages that automatically suppress Click-to-Connect will display this feature.

    NOTE: Salesforce Lightning users must enable this option.

    Include Possible NumbersEnables Click-to-Connect to detect phone numbers that may appear in non-standard formats on web pages, making them dialable.
Troubleshoot Issues
Click-to-Connect options are not visible on web pages

If you want to use Click-to-Connect but do not see phone or SMS icons next to phone numbers on web pages, follow these steps:

  1. Verify VGIS is enabled on your account: Confirm that VGIS is added and enabled for your user.
  2. Confirm Click-to-Connect is turned on: Sign in to the VGIS web panel and ensure the Click-to-Connect feature is selected for your user.
  3. Try clearing your browser’s cookies and temporary files, and then refresh the page.
  4. Enable Forced Detection on specific pages: If the icons are missing on a particular website, enable Force Detection on web pages where it is suppressed. This setting can also help if you are using Salesforce Lightning or other CRM platforms.
  5. Ensure the sites are not on the excluded list:

    1. Right-click the V icon.
    2. Select Manage Extension, then Extension Options.
    3. Verify that the website URL is not on the Excluded Websites list.

Calls or SMS messages are not placed when clicking the icons

If the Phone or SMS icon appears but the call or message does not start, try the following steps:

  1. Confirm you are logged in to the VGIS Web Panel:

    1. Click the V icon in the upper-right corner of your browser (next to the address bar).
    2. Sign in to the appropriate service:

      1. Select your CRM and then sign in using your CRM credentials, or
      2. Select Vonage Business Communications and then sign in using your Vonage user credentials.
  2. Retry the action:

    1. After signing in, click the Phone or SMS icon again.
    2. Refresh the web page and try clicking Click to Connect again.
  3. Reset the browser session:

    1. Clear your browser cache and cookies, then reload the page.
    2. Close and reopen the browser to reset any stuck sessions.
    3. Try opening the page in an incognito/private window.
  4. Check Your Browser and Extension:

    1. Ensure your browser is up to date.
    2. Test the issue in a different browser or on another device to isolate the cause (e.g., Chrome, Edge, Firefox, or Opera).
    3. Ensure your browser and the VGIS Web Extension are up to date. (See Use Vonage Integration Suite (VGIS) Web to download the latest VGIS web extension.)

 

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