How to Configure Your Phone System in CRM Support (Step-by-Step Guide)

CRM Support uses Twilio as its backend provider for voice and SMS. When you connect a Twilio account or buy numbers directly inside CRM Support, all calls and texts are routed through Twilio’s secure network. Each sub-account or location in CRM Support can have its own dedicated phone number and call routing settings.

To get started:

1. Go to Settings → Phone Numbers → Connect Twilio.
2. Enter your Twilio Account SID and Auth Token.
3. Click Save to connect.

If you don’t have a Twilio account, you can sign up at twilio.com/try-twilio. Once connected, you’ll be able to purchase numbers directly from CRM Support.

After connecting Twilio:

1. Go to Settings → Phone Numbers → Add Number.
2. Search by country, area code, or feature (Voice/SMS).
3. Select your desired number and click Buy.

Pro Tip: Always choose a number that matches your region or target audience for better pickup rates.

You can assign phone numbers to specific team members, departments, or locations. Go to Settings → My Staff → Edit User and choose the number to associate. Each location can have its own default outbound number and call routing rules. This is especially useful for agencies managing multiple client accounts.

Want calls to ring on your cell phone or multiple team members? Go to Settings → Phone Numbers → Edit and choose Forward Calls To. You can forward to:

• Your mobile phone
• Another team member
• A ring group
• A voicemail box

For advanced call routing (like IVR menus or time-based rules), we can build custom Twilio Studio flows and connect them directly to CRM Support.

CRM Support allows automatic call recording for inbound and outbound calls. To enable:

1. Go to Settings → Phone Numbers → Edit.
2. Toggle Record Calls to ON.

You can also upload a custom voicemail greeting under Settings → Voicemail. Missed calls can trigger SMS automations like: “Sorry we missed your call! How can we help?” to maintain instant engagement.

This is one of the most valuable automations for small businesses. Go to Settings → Phone Numbers → Missed Call Text Back and toggle it ON. Enter a message like: “Hey! We just missed your call — how can we assist you today?” Leads that text back will automatically re-enter your CRM workflows for follow-up.

Go to Reporting → Call Reporting to view all call logs, durations, and outcomes. You can filter by user, date, or number. Pair this with pipeline stages to measure conversion rates from calls to closed deals. We also connect call data to Google Analytics 4 (GA4) for cross-channel tracking.

- **No audio during calls?** Check your browser microphone permissions. - **Calls not ringing?** Ensure call forwarding is enabled correctly. - **SMS not delivering?** Verify Twilio message compliance for your country. - **Caller ID missing?** Assign a default outbound number under Settings → Company Info. If you need expert assistance, our CRM Support Support Team can configure everything for you.

Once your phone system is configured, CRM Support becomes a true communication hub — handling calls, SMS, and automations all in one place. A properly set-up system means faster response times, better client engagement, and more conversions. Want our team to set up your Twilio connection, routing, and call tracking professionally? Book your setup session today.