Phone & Text
Text clients from your business number and keep every reply on the record.
Two-way texting through your own Twilio number, plus quick logging of the calls and emails you make.
- Text from the client page
- Replies land on their ticket
- STOP and START handled
- Calls and emails logged as you go
Why it matters
Staff text clients from their own phones, so the conversation lives in someone's pocket and leaves when they do. Calls go unlogged because writing them up later never happens.
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Conversations kept
Texts and replies stay with the client, not on a personal phone.
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Faster answers
A text reply reaches the open ticket straight away.
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A real call history
Logging a call takes seconds, so it actually happens.
How it works
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Connect your number
An administrator connects Twilio once and sends a test.
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Text a client
Choose Text on the client page; replies come back to their ticket.
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Log calls and emails
Click a number or address, and CRM-NG asks how it went when you return.
What Phone & Text does
Service businesses whose clients would rather text than email.
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Two-way texting
Send from your business number; replies match the client and go onto their open ticket.
- Mobile number first, then phone
- Up to 60 texts an hour per person
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Opt-outs respected
STOP and START are handled for you, and opted-out clients can't be texted.
- Carrier opt-outs recorded too
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Call and email logging
Clicking a number or address logs it and asks for the minutes, outcome, notes and follow-up.
- Link it to a deal or agreement
- Start a new deal from the call
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A To finish list
Anything you skip waits for you to write up.
- Each person can switch logging off
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Secure by design
Incoming messages are checked against Twilio's signature and handled once.
- Your keys stored encrypted
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Clear setup
A step-by-step page covers the number, business texting registration, keys and the test.
- Twilio bills you per message
Who it is for
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An IT provider / MSP
Text a client that the technician is on the way, and see their reply on the ticket.
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A trades or field business
Appointment confirmations and quick questions by text.
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A clinic or salon
Short updates by text, with every reply kept on the record.
Works with the rest of CRM-NG
- Service Desk
Replies are added to the client's open ticket.
- Sales
A logged call can be about a deal, or start a new one.
Questions
Do we need a Twilio account?
Yes. You connect your own Twilio number, and Twilio bills you per message.
Can we make calls through CRM-NG?
Not yet. Calls are made on your own phone and logged in CRM-NG.
Who can be texted?
Clients, and only those who haven't opted out.
What happens when a client replies?
The reply is matched to the client and added to their open ticket.
See Phone & Text running on your own data.
Every module runs on CRM-NextGen Cloud: we set it up and run it for you. Beta members get the first invites and hear pricing first.