Twilio: Integrating calls

In order to get started with installation, go to the Settings section and select Integrations sub section. Select Twilio integration and click Install.

Fill in Account SID and Auth Token. You can find them in Account > Keys & Credentials section inside your Twilio account.

Click Install and Save.

Be sure to connect your Twilio phone number as an incoming phone number. In order to make outgoing calls, select outgoing caller ID phone number and click Save. Once the installation is complete, you will see a phone icon in the bottom left corner of Kommo.

Now that we’re all set up, it’s just a matter of opening the lead card of your prospect and clicking their phone number to make a call. Alternatively, you can use the Dial pad by clicking the phone icon in the bottom left corner of your screen.

To make a call from the lead card, you will need to add the phone number in the phone field. Click on it and select Call to initiate the call.

Do note: you can add phone numbers in different formats with or without “+” symbol, gaps and dashes. The number will be automatically formatted.

When a call is being made to your number, you will see a notification at the bottom of your screen. Click on the Answer button to receive the call, or use the Open contact button to open the contact card and receive the call at the same time.

By clicking on the contact name on the left (Kommo on the screenshot) you will be taken to the Contact card without answering the call.

If you wish to call multiple contacts one by one, you can create a call list. Upon finishing the call with one contact, the next one in the list will be automatically called.

To create a call list, select several leads or contacts by using Multiple actions, select More and click Add to call list.

The call list interface will help you manage the calling sequence. Pause, skip certain numbers or remove them from the list at any time. You can enable Do not disturb to avoid receiving incoming calls and enable Open a contact during a call to see the contact card of the person you’re calling at the moment.

Once the call is finished, the system will automatically open the Call summary pop-up window. It allows for quick entering of call notes, tasks (so you can write down all the important stuff before it leaves your mind), and playback of the call recording.

Click on Save to store the Call summary in the lead card. If you click Cancel, the Call summary will not be saved.

Some users may experience the following error from Twilio in the notification center (see screenshot).

This error means your Twilio account has a geographical range set up, effectively prohibiting calling of the numbers outside of your selected geographical range.

In order to adjust it, go to Programmable Voice tab in your Twilio account. Click on Calls and proceed to Geo Permissions. Enable the countries you are trying to reach and click Save. You should be able to call the numbers with selected country codes from Kommo again.

Begin by going to Settings > Integrations > Twilio integration settings in Kommo. The phone number for the incoming calls should be enabled in the integration settings. If it’s not present, the integration will not function properly.

Another reason could be the absence of a connected microphone. Check if it’s connected and allowed for use for kommo.com.

If you use Twilio as a Safari browser extension, you will need to make Adobe Flash Player is enabled for Kommo. You can enable it in Safari preferences, Websites tab > Adobe Flash Player > select your Kommo account > switch it on.

Need more help in setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us on Facebook.

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