When customer calls are still scattered

Many businesses are still managing customer calls using personal phones.

When customers call, employees have to manually search for information, take temporary notes, and then re-enter them into CRM, which is time-consuming and easy to miss.

With GTG CRM Call Center, all incoming or outgoing calls take place right on the platform, instantly synchronized with customer data.

GTG CRM Call Center – Integrated switchboard for businesses

The Call Center feature in GTG CRM, when connected to Twilio, allows you to:

• Integrate hotline numbers directly into CRM: Use the same professional phone number for the entire business.
• Two-way calling (inbound & outbound): Receive customer calls or call out with just one click.
• Automatically display Contact/Company profiles when a call comes in: Helps employees understand customers before picking up the phone.
• Allocate call-receiving agents: The system automatically routes calls to the correct online staff to ensure customers are always responded to promptly.

Part A. For those who already have a Twilio account and phone number

Step 1. Get Twilio connection information

Go to Twilio Console → Dashboard → Account Info (or Project Info) to copy:

• Account SID
• Auth Token

Go Phone Numbers → Manage → Active Numbers to copy Twilio Phone Number (the number you want to use in GTG CRM).

Step 2. Connect Twilio to GTG CRM

Go GTG CRM → Settings → Voice Channels → Twilio → Connect.

Paste 3 information: Account SID, Auth Token, Twilio Phone Number.

Click Save to complete.

When the connection is successful, GTG CRM will automatically link with Twilio to send and receive calls.

Step 3. Turn on Online status to be ready to listen/call

Click on the avatar in the top right corner right.

Switch status from Offline → Online.

When Online, you can receive incoming calls and make outgoing calls directly in CRM.

If you leave Offline, the system will not be able to make or receive calls.

Step 4. Make and receive calls

Outbound calls: In Contact → Customer Details → Call → Start a call.

Receive a call (Inbound): When a customer calls the Twilio number, CRM will display a popup with the customer profile.

The call is assigned to the responsible agent according to the configuration in the system.

Part B. For those who do not have a Twilio account

Step 1. Create an account Twilio

Go https://www.twilio.com/try-twilio.

Sign up and verify your email + phone number.

Once completed, Twilio will display a Recovery Code (Recovery Code) – a “backup key” to restore access to your account in case of an accident. Please keep this code in a safe place.

Continue to Twilio’s Personalized Onboarding section. In the “How do you want to build with Twilio?” step, select “With 3rd party integration”.

Once completed, you will be taken to the Twilio Console – where you can manage and configure your account.

The new account is a Trial, only used for testing with a verified number.

To make real calls, add a payment method (Add payment method) to upgrade.

Step 2. Buy a Twilio phone number

In the Twilio Console, select Phone Numbers → Manage → Buy a Number.

Select a country (e.g., Singapore, US...).

Make sure the number has Capabilities: Voice.

Click Buy to complete.

The purchased number will be displayed at Phone Numbers → Manage → Active Numbers.

If you can't find the number you want or want a local number (e.g., Vietnam), click on the line "Can't find a number?" and select “Apply for Exclusive Phone Numbers” to submit the request with the business profile for Twilio approval.

Step 3. Get Twilio Connection Information

Go to Dashboard → Account Info to copy:

• Account SID
• Auth Token

Go to Active Numbers to get the Twilio Phone Number.

Then, go back to Part A, Step 2 to connect to GTG CRM.

Benefits of using GTG CRM Call Center

• Professionalize communication: All calls take place in the same CRM system.
• Save time: No need to switch tabs or other devices to listen/call.
• Understand customers before talking: Contact profiles are automatically displayed when a call comes in.
• Centralized management: Clearly assign agents, do not miss any calls.

Conclusion

With just a few minutes of setup, Call Center in GTG CRM helps your business listen, call, and manage customers in a single platform.

From displaying customer profiles when a call comes in, to assigning the correct agent, everything happens smoothly, without the need for complex hardware or technology.