Calling customers from CRM

Click-to-call with your own Twilio or Exotel account - your phone rings first, then the customer; every call is logged on the record with its outcome, talk time and recording, and calls to your number reach the right person.

CRM can place calls for you and keep them on the record. It uses your own calling account - Twilio (worldwide) or Exotel (India) - and you pay them per minute. Ellibo adds no charge. Calling is in the Standard plan and above.

How a call works

1. On a lead, contact, deal or company, click the phone button.
2. Click Call now. We ring your own phone first - your mobile or desk phone.
3. Answer it, and we connect you to the customer. The customer sees your business number.
4. When you hang up, the call is logged on the record: Talked, No answer or Busy - call back, how long you talked, and the recording (if recording is on).

You don't need a headset or any app - any phone works. On a phone, Use this device instead opens the phone's own dialler, as before.

Set it up (an admin, once)

Open Settings › Calling and pick your provider.

Twilio

1. Sign up at twilio.com - the free trial comes with test credit - and get a phone number with Voice.
2. In the Twilio Console, copy the Account SID and Auth Token (Account info).
3. Enter them with your Twilio number and click Connect. We check the keys with Twilio before saving; they are stored encrypted.

Exotel (India)

1. Sign up at exotel.com and get an ExoPhone - the number your customers see.
2. In the Exotel dashboard › API settings, copy the API key, API token and Account SID.
3. Enter them with your ExoPhone, choose your region, and click Connect.

Each person adds their phone

Open the person menu › My settings › Calls and enter your phone with the country code if it is abroad. That's the phone we ring first. Settings › Calling shows how many people in your team have added one.

Recordings

Turn Record calls on or off in Settings › Calling › How calls work. A recorded call shows Play recording on the record. It plays inside CRM - there is no public link - and only people who may open that record can listen.

In many countries you must tell people that a call is recorded. Say so at the start of the call, or add it to the greeting.

Calls to your Twilio number

1. In Settings › Calling, copy the Address under Calls to ....
2. In the Twilio Console › Phone numbers › your number › Voice, paste it into A call comes in (Webhook, HTTP POST).

Then, when someone calls your number:

• A caller already in CRM rings the owner of their lead or contact.
• Anyone else rings the person you choose (or nobody).
• An optional greeting is read out first, in English, Spanish, French or Portuguese.
• The call is logged on the record. With A new caller becomes a lead on, an unknown caller becomes a lead (source Phone call).
• A missed call alerts the person it was for and puts Call back in their list.

With Exotel, calls to your ExoPhone are handled by the call flows in your Exotel dashboard.

Good to know

• Every request Twilio sends to CRM is signed with your Auth Token and checked, so nobody else can fake a call.
• Changing your Auth Token in Twilio? Click Change keys in Settings › Calling and paste the new one.
• Disconnect deletes the keys. Calls already logged stay on the records.
• If your plan ends, the phone button goes back to opening the phone's own dialler.