Texting clients and logging calls

Text a client from your business number, see their replies on the record, and log calls and emails as you make them.

Needs: Phone & Text module and a Twilio account

Connect your number

An administrator connects Twilio in Settings → Connections → Phone & Text. The page explains the four steps: get a number (and register it for business texting, A2P 10DLC), add the Account SID and auth token, point Twilio's incoming-text address at CRM-NG, and send a test. Twilio bills you per message.

Text a client

Open the client and choose Text. The message goes to their mobile number, or their phone number if there is no mobile. Each person can send up to 60 texts an hour. Replies are matched to the client with that number and added to their open ticket as a staff note.

Clients can reply STOP to opt out and START to opt back in; someone who has opted out can't be texted from CRM-NG. Only clients can be texted.

Log calls and emails

Clicking a client's phone number or email address logs it on their record. When you come back to CRM-NG it asks how it went: the minutes, the outcome, notes, the deal or agreement it was about, a follow-up date, and whether to start a new deal. Anything you skip waits in your To finish list. Each person can switch this off for themselves.

Calls themselves are made on your own phone; CRM-NG does not place or record them.