Call Center User Guide - GTG CRM

1. Connect Twilio Voice Account

Step 1: Access Communication Channels

From the main menu, select Communication Channels.

Step 2: Find Twilio Voice Section

Scroll down the page to find the Connect Twilio Voice Account section.

Step 3: Enter Account Information

Field	Description	Where to find
Account SID	Account Identifier	Twilio Console → Account Info
Auth Token	Authentication Token	Twilio Console → Account Info

Step 4: Select Phone Number

After entering the information, the system will display a list of registered phone numbers. Select the number you want to use as your hotline.

Step 5: Click Connect

Connection successful → status will display "Connected" in green.

Note: Your Twilio phone number must have been purchased and activated previously in your Twilio account.

2. Set Agent Status

Step 1: Click on Avatar

Click on your avatar in the top-right corner of the screen.

Step 2: Select Status

Status	Icon	Meaning
Online	🟢	Receive incoming calls, make outgoing calls
Offline	⚫	Do not receive/make any calls

Important: Remember to switch to Online before your shift starts and to Offline when you are on break to avoid missing calls or being disturbed when busy.

3. Make Outgoing Calls

Step 1: Go to Contacts List

From the main menu, select Contacts.

Step 2: Select Customer

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

Step 3: Click the Call Button

On the contact detail page, click the phone icon next to the phone number.

Step 4: During the Call

While waiting for the connection and during the call, you can: - View the customer's interaction history - Take notes of important information immediately - View related orders or deals - Create a follow-up Task

Step 5: End the Call

Click the End button (red). GTG CRM will automatically: - Record the call in the contact's timeline - Calculate credit based on actual seconds - Save entered notes to the CRM

4. Receive Incoming Calls

Step 1: Ensure You Are Online

Check the 🟢 icon in the top right corner.

Step 2: Receive Notification

When an incoming call arrives, a pop-up will appear in the corner of the screen with: - Customer information (if the number is already in the CRM) - Phone number (if it's a new customer)

Step 3: Answer or Decline

• Answer: Click the green button
• Decline: Click the red button

Tip: The system will play an audible alert for incoming calls. Make sure your speakers/headphones are not muted.

5. Handle New Customers

When receiving a call from a number not yet in the system:

Step 1: Answer the Call

Click Answer. The system will display the caller's phone number.

Step 2: Create New Contact During Call

Click "Add Contact" → the contact creation form will open on the side.

Step 3: Enter Information

Ask and enter information simultaneously during the call:

Field	Required
Email	✅
Full Name	✅
Job Title	❌
Lead Status	❌

Step 4: Create Task (Optional)

Click "Create Task" to set a follow-up reminder during the call.

Step 5: End and Save

Call ends → the new contact is automatically saved to the CRM with the called number.

6. Handle Existing Customers

When a customer already in the CRM calls:

Step 1: Information Displays Automatically

The system will immediately display the customer's name, profile picture, and a summary of their information — no need to search.

Step 2: View Contact Details

During the call, click "View Contact" to see the full details: - Purchase history and orders - Previous calls and interactions - Notes from other staff members - Deals/pipelines being tracked

Step 3: Personalize the Conversation

Use the available information to provide better service: - Ask about specific orders - Refer to previous contact - Suggest products based on purchase history

7. Configure Automation Workflow

Call Center integrates with Automation Workflows to automate call assignments.

Step 1: Access Automation

From the main menu: Automation → Workflow.

Step 2: Find Voice Twilio Workflow

Find the workflow "Voice Twilio Initiated" - this is a pre-built template for handling calls created when Twilio is connected.

Step 3: Understand the Workflow

Incoming Call
    ↓ Check Type (Incoming/Outgoing)
    ↓ [If Incoming] Find Agent with Matching Skills
    ↓ Check if Agent is Online
    ↓ Route Call to Agent

Step 4: Customize if Needed

You can edit the workflow to add steps such as: - Play a welcome message before routing - Record the call - Send a confirmation SMS after the call

8. Set Agent Skills

Calls are routed to the agent with the most suitable skills.

Step 1: Access Workspace Settings

Go to Settings → Workspace → Skills.

Step 2: Create Skill Categories

Examples: - Sales - Support - Billing - Returns

Step 3: Assign Skills to Agents

Each agent can have multiple skills. Calls will be routed to agents with matching skills who are Online.

Step 4: Ensure Agent is Online

Agents must be in the Online status to receive calls, even if they have the matching skills.

Note: If no agents are Online with the appropriate skills, the call will be missed. Schedule shifts clearly.

9. Credit Billing - Call & SMS Payments

Voice Call - Billed Per Second

Voice calls are charged per actual second, not rounded up.

Parameter	Value
Unit Price	5 credits/second
Equivalent	300 credits/minute
Starts From	When the call is successfully connected
Ends At	When either party hangs up

Reserve & Finalize Mechanism

[Call Starts]
       ↓
Reserve: Temporarily hold estimated credits
(ensure enough credits for the call)
       ↓
[During Call]
Second counter runs...
       ↓
[Call Ends]
Finalize: Deduct exact actual seconds
Return any remaining credits to the account

Credit Calculation Example

Call Duration	Credits Deducted
30 seconds	150 credits
1 minute	300 credits
2 minutes 30 seconds	750 credits
5 minutes	1,500 credits

SMS - Billed Per Message

Type	Credits
Outbound SMS	150 credits/message

Check Credits Before Calling

The system automatically checks before each call. If credits are insufficient: - A clear notification will be displayed - The call will not start (no credits lost by running out of funds mid-call)

Effective Usage Tips

Before Calling

• Review customer history to prepare your talking points
• Prepare key questions to ask
• Check if you have enough credits

During the Call

• Take notes immediately — don't forget information
• Update lead status if it changes
• Create a follow-up Task before hanging up

After the Call

• Complete detailed notes
• Update the pipeline/deal if the customer progresses
• Review credits used this month

Troubleshooting

Problem	Cause	Solution
No sound heard	Microphone/speakers muted	Check microphone access permissions in your browser
Cannot receive calls	Offline status	Switch to Online
Call dropped	Connection lost	Check internet connection, try calling again
Cannot make outgoing calls	Insufficient credits	Add credits in Settings → Billing
Reserve credit failed	Credits below minimum threshold	A minimum of 300 credits (1 minute) is required to start a call