Agent Workspace Phone icon customized to show next to a reference field are not workingIssue Workspace Phone icon customized to show next to a reference field are not working. ReleaseAnyCauseWorkspace phone buttons are only designed to work with Phone Number fields. Minor customization needs to be done to have the buttons appear next to Reference Fields as well as Phone Number fields. However, in order to get the buttons next to Reference Fields to actually call a number, it will require further customization. The actual working of the Field Decorator is driven by its Action Payload Definition (labeled "Specify client action"). By default, the Action Payload takes the "value" of the field attached to it. In the case of a Reference field, that value will be the sys_id of the record in the table. So what is happening here is that, when you press the button, it is trying to call a sys_id instead of a phone number, and so is failing. This also explains why it works fine on actual phone number fields (where the Action Payload will pull a value that a phone can call). ResolutionThe development team has reviewed this extensively and this is not possible in Classic Agent Workspace. The limiting factor is that the data retrieved by Workspace (via a GraphQL call) for reference fields is hard-coded to only bring back the display value, value, field name, and a "value list" if the field is a GlideList. There is no way for the system to be configured to retrieve additional fields from the referenced record.