Twilio

Connect your organization’s Twilio account to call customers from CRMSix and take calls on your business number. Twilio works in many countries and is the provider for the browser softphone. For everyday calling, see Phone calls.

Connect Twilio

  1. Sign up at twilio.com and, in the Twilio Console → Phone Numbers, buy a number that can take voice calls.
  2. In CRMSix, go to Settings → Phone Calls. Enter the Account SID and Auth token from your Twilio Console’s home page, and choose Connect Twilio.
  3. Choose your business number and the default country code (+1, +44, +91…). CRMSix adds that code to numbers saved without one.
  4. Optionally, turn on Record calls and incoming calls, then save. The page shows Ready for calls.

Tip: Check Twilio’s guidelines for the countries you call. Some countries, India among them, limit which numbers can be bought and what caller ID the person you call sees.

Incoming calls

Tick Take calls to the business number in CRMSix, choose who to ring, and save. CRMSix points your Twilio number’s voice calls at itself, so there’s nothing to set up in Twilio. Turn it off and CRMSix removes that setting again. How calls are routed is in Phone calls.

The softphone

In Settings → Phone Calls, tick Let people make and take calls in CRMSix and save. CRMSix adds an API key and a TwiML app named “CRMSix softphone” to your Twilio account for it, and removes them if you turn it off. Each person then chooses how they call.

Trying it with a Twilio trial

  • A trial account can only call numbers you’ve verified in the Twilio Console → Phone Numbers → Verified Caller IDs: your own phone and the one you’ll call as the customer.
  • Allow the countries you call in Voice → Settings → Geo permissions. Calls to a country that isn’t allowed fail.
  • Trial calls start with a short message from Twilio; press a key to continue. Upgrading the account removes it.
  • If a call fails, Monitor → Logs → Calls in the Twilio Console shows each call and why.

Costs

CRMSix doesn’t charge per call. Twilio bills your account for the number, the minutes and recordings. A call made by ringing your own phone first has two legs (yours and the customer’s); a softphone call has one.