In the CRM module, you can not only maintain your customer base, but also organize interaction with any client in an effective way. The VoIP feature allows you to receive incoming calls from your customers and make outgoing calls right from a web browser using virtual numbers provided by the Twilio service. Incoming calls from new phone numbers that are not stored in your customer base are automatically saved as new CRM contacts. The information about phone conversations with customers is automatically added to the communication history of your CRM contacts. You can also use incoming call queue, record calls, receive voicemail messages, set up your own waiting ringtones.
This guide will show you how to add and manage virtual numbers and call your customers right from the CRM module.
To use the IP telephony functionality, you need to sign up for a Twilio account and connect it to your portal specifying API credentials: Account SID and Auth token. They can be found at the Twilio Console page in the 'Account Summary' section.
Click the icon at the top of the page to go to your portal settings and open the Integration -> Third Party Authorization section. Click the switcher next to the Twilio service, specify API credentials in the appropriate fields and click the Enable button.
Once you connect your Twilio account to the portal, you will be able to add and manage virtual numbers.
To add a virtual number,
If you already have some phone numbers purchased earlier in your Twilio account, you can use the Link purchased number option. In a new window, select one of the available Twilio virtual numbers and click the Link purchased number button.
When the first number is added to your CRM module, you can use the Buy phone number/Link purchased number link above the Virtual numbers and operators list to add some other numbers.
To set up the added virtual number,
You can also set up Outgoing calls and Call recording for each of the added operators separately using the switchers next to the operator's name. To remove an added operator from the virtual number operator list, click the Actions icon to the right of the operator's name and select the Delete option.
Use the Actions icon to the right of the necessary virtual number to Edit or Delete the number.
When you select the Edit option, the Number setup page opens that allows to change some other parameters in addition to those mentioned above:
If you have previously added some other ringtones in the VoIP Settings -> Common section, you can select another available ringtone for each category. It's also possible to upload necessary ringtones for this virtual number directly from this page clicking the Upload icon next to the ringtone you want to change.
Click the Update settings button to apply the changes you made. On this page, you can also manage the operator list for this virtual phone number.
Go to the VoIP Settings -> Common section on the left-side panel.
General settings section allows to set the following parameters:
In the Ringtone Setup section, some ringtones are provided, that are used for all of the added virtual numbers by default. To display all the available ringtones in each category, click the arrow on the left.
You can upload your own ringtones in the .mp3 format for each operation. To do that, click the Actions icon to the right of the necessary category and select the Add ringtone option.
Once your own ringtones are added, you can go to the VoIP Settings -> Numbers page and set up individual ringtones for each virtual number separately. To remove a ringtone, click the Actions icon to the right of the audio record you don't need and select the Delete ringtone option.
To start accepting and making calls,
The Browser option is selected by default, and currently, it is the only available option in the drop-down list, so you don't need to do anything else. Now you are ready to accept incoming calls.
If you receive an incoming call, you can Answer or Reject it using the corresponding buttons within the VoIP window.
If a person whose phone number is stored in your CRM customer base calls you, the contact name is displayed in this window. You can click it to open the customer profile in a new browser tab and easily find all the necessary information about the client that can be useful during the phone conversation.
To end the call, click the Disconnect button.
The button in the VoIP window allows to view the list of missed calls during the current session. If you want to call back to the person who called you, move the mouse cursor over the missed call icon in the list so that it turns into the icon and click it.
The operators who have been granted sufficient permissions can make outgoing calls. To make a call,
The selected contact phone number will be displayed in the corresponding field.
If the contact profile contains several phone numbers (mobile, work, home), click the arrow in the right part of the phone number field to choose the necessary number. To remove the number, click the icon.
To call to the number that is not stored in your customer base, select the country code from the list and enter the phone number using the keypad or your PC keyboard.
If you call a contact stored in the CRM module, the link to the contact profile is displayed in this window, so that you can open the profile in a new browser tab.
All the calls are displayed in the Calls section. Click the Calls link on the left-side panel to open the call list. It provides the following information about calls: date and time, agent (operator name), client (customer name stored in the CRM base), call duration and cost.
The calls can be easily distinguished by type:
If a call has been recorded, click the icon to playback the recording.
When someone leaves a voicemail message, the link to the voicemail recording stored in your Twilio account appears in the Calls section. You can listen to the voicemail message right from the Calls page or go to your Twilio account to check all the voicemail recordings.
To easily find necessary call, you can use the filter field on the top and filter calls by type, caller (operator name) or date.
Calls can be sorted by date, duration and cost selecting the necessary parameter from the list to the right. Click the icon to change the sorting order.
If you make a call to a new number that is not stored in the CRM contacts or if you receive a call from such a number, this number will be automatically saved to your CRM contacts as a new contact.
The phone number and the call date and time are specified as the contact first and last name. This phone number is also saved to the contact information. The operator who received or made the call is appointed as the contact manager.
You can edit the automatically saved contact by specifying the necessary data or merging it with an already existing contact. Go to the contact profile, click the Actions icon to the right of the contact name and use the Edit person option to change the contact name and specify some other information, or select the This is a duplicate option to merge this contact with another one.
A new Outgoing or Incoming call event is also automatically added to the history for this contact with the indication of the call duration and operator's name.
You can also add your notes about the call to the contact history manually. Select an event type from the list, set its date, add a description and click the Add This Event button.