1. Connect your Twilio Voice account.

Step 1: Access the Communication Channel

From the main menu, select Communication Channels .

Step 2: Find the Voice Twilio section.

Scroll down the page and find the "Connect your Twilio Voice account" section.

Step 3: Enter account information

Fill in the following information:

• CLS ID: Your Voice Twilio account identifier
• Authentic Token: Authentication token from Voice Twilio

3. Make an Outgoing Call

Step 1: Go to the Contacts list

From the main menu, select Contact to view the list of customers.

Step 2: Select customers

Select the customer you want to call. The customer must have a phone number in the system.

Step 3: Press the Call button

On the contact details page, click the Call button (phone icon).

Step 4: Wait for the connection.

The system will make the call. Wait for the customer to answer.

While waiting and during calls, you can:

• View contact information
• Record call content
• View interaction history

Step 5: End the call

After the conversation is over, press the End Call button.

4. Receiving Incoming Calls

Step 1: Make sure you are online.

Check that your status is Online so you can receive calls.

Step 2: Receive notifications

When a call comes in, the system will display a notification pop-up.

Step 3: Reply or Decline

You have two options:

• Answer: Press the green button to answer the call.
• Reject: Press the red button to reject the call.

5. Handling New Customers

When you receive a call from a phone number not in the system:

Step 1: Answer the call

Press Answer to take the call. The system will display the caller's phone number.

Step 2: Create a new contact

While chatting, you can create new contacts by tapping Add contact .

Step 3: Enter customer information

Ask for and enter the following information:

• Email: Email address
• Name: Customer's Name
• Job title: (if applicable)
• Status: Lead status

Step 4: Create a Task (optional)

If you need to keep track, create a Task to set a reminder:

Step 5: Finish and Save

After the call ends, a new contact will be automatically created in the CRM.

6. Handling Existing Customers

When a customer already in the CRM calls:

Step 1: View the information now

The system automatically displays customer information instead of just their phone number.

Step 2: View contact details

During the call, tap View Contact to see full information:

• Purchase history
• Previous interactions
• Note
• Order

Step 3: Personalize the conversation

Use the available information to better serve customers.

7. Configure Automation Workflow

Call centers operate using an automation workflow to automatically assign calls.

Step 1: Access Automation

From the main menu, select Automation > Workflow .

Step 2: Find the Voice Twilio workflow

Find the workflow "Voice Twilio Initiated" - this is the workflow for handling calls.

Step 3: Understand the processing flow

The workflow works as follows:

1. Incoming call → Check call type (Incoming/Outgoing)
2. If Incoming → Check agent available
3. Find an agent → Based on skills
4. Call route → To the appropriate agent

8. Setting up Agent Skills

Calls are assigned based on the agent's skills.

Step 1: Access Workspace Settings

Go to Settings > Workspace .

Step 2: Select Agent

Select the agent you want to set up with specific skills.

Step 3: Assign skills

Assign appropriate skills to the agent:

• Sales: Handling sales calls
• Support: Technical support
• Billing: Payment Issues
• vv

Step 4: Ensure you are online.

The agent must be online to receive calls that are routed to them.

Note: If the agent is offline , the call will not be routed to them even if the appropriate skills are available.

Tips for Effective Use

1. Prepare before making the call.

• View customer history
• Prepare the content for discussion.
• Note down the important points.

2. During the call

• Make a note of the important information right away.
• Create a task if follow-up is needed.
• Update contact status

3. After the call

• Complete the notes.
• Update contact information if there are any changes.
• Generate a quotation/order if needed.

4. State Management

• Switch to Offline during breaks.
• Switch online when you're ready to work.
• Notify the team if you are absent for an extended period.

Troubleshooting Common Problems