Overview
CRM Sales Pro uses Twilio to power calling, call forwarding, voicemail, and call recordings inside CaterZen.
Before a user can make or receive calls through CRM Sales Pro, their Twilio account must be connected in CaterZen. Each CRM Sales Pro user must have their own Twilio account so their calling activity, phone number, voicemail, forwarding settings, recordings, and reporting can be tracked separately.
This article explains how Twilio works with CRM Sales Pro, what information is needed, and the main setup steps.
Why Twilio Is Needed
Twilio is the phone service provider that allows CRM Sales Pro users to make and receive calls inside CaterZen.
Twilio powers features such as:
- Making outbound calls from CaterZen
- Receiving inbound calls through a CRM Sales Pro phone number
- Forwarding calls to a cell phone or business line
- Recording calls, when enabled
- Managing voicemail greetings and notifications
By connecting Twilio to CaterZen, each user can keep their call activity, notes, outcomes, recordings, and follow-up tasks connected to their CRM records.
Important Twilio Account Note
Each CRM Sales Pro user must have their own Twilio account connected in CaterZen. This allows each user’s calling activity, phone number, forwarding settings, voicemail, and recordings to be managed separately. It also helps keep call tracking and reporting tied to the correct user.
If multiple team members will be making or receiving calls through CRM Sales Pro, each user will need to complete their own Twilio setup.
CaterZen Support can help confirm the correct setup for each user on your team.
Before You Begin
Before connecting Twilio, make sure each CRM Sales Pro user has:
- Access to their CaterZen user login
- Access to their CaterZen CRM Sales Pro settings
- A Twilio account, or permission to create one
- A payment method for Twilio usage fees
- The phone number or forwarding number they want to use
- Permission from your business to manage call recording and voicemail settings
Twilio usage fees are billed by Twilio and are separate from your CaterZen subscription.
Step 1: Create Your Twilio Account
If you do not already have a Twilio account, you can create one from Twilio’s website.
- Go to twilio.com.
- Click Start for Free and complete the signup process.
- Verify your email address and phone number when prompted.
- Log in to your Twilio account.
Once your account is created, you will need the following information from Twilio:
- Account SID
- Auth Token
- Twilio Phone Number
Your Twilio phone number may need to be purchased or selected after your account is created, depending on your Twilio setup.
Keep your Account SID and Auth Token private. These are secure credentials used to connect Twilio to CaterZen.
Step 2: Upgrade Your Twilio Account & Purchase a Phone Number
If you are using a trial Twilio account, you may need to upgrade before making live calls or receiving inbound calls.
Upgrading your Twilio account allows you to:
- Purchase a local phone number
- Make live outbound calls
- Receive inbound calls from Customers
- Forward calls to another phone number
To purchase a phone number in Twilio:
- Go to Phone Numbers in Twilio.
- Select Manage.
- Click Buy a Number.
- Search by area code or region.
- Choose the number you want to use for CRM Sales Pro.
- Complete the purchase.
Most users choose a local number that matches their restaurant or catering location’s area code so it feels familiar to Customers.
Step 3: Connect Twilio to CaterZen
Once your Twilio account and phone number are ready, connect Twilio to CaterZen.
- In CaterZen, go to Admin.
- Select Global Settings.
- Go to Twilio Settings.
- Enter your Account SID.
- Enter your Auth Token.
- Enter your Twilio Phone Number.
- Click Connect Twilio Account.
Once the connection is successful, you will see a confirmation message.
Each CRM Sales Pro user should complete this setup with their own Twilio account information.
Step 4: Review Call Recording Notice
CRM Sales Pro includes call recording tools. Call recording laws may vary by state or region, so your business is responsible for understanding and following the rules that apply to your location. During setup, you can use a call recording notice to let callers know that calls may be recorded.
Example:
“This call may be recorded for training and quality purposes.”
Depending on your setup, you may be able to:
- Use the default recording notice
- Replace the message with your own recording
- Upload a professional greeting file
- Record a greeting directly inside CaterZen
CaterZen Support can help you review where this message is used during setup.
Step 5: Set Up Forwarding and Voicemail
After Twilio is connected, review your forwarding and voicemail settings.
Within your phone setup, each user can:
- Forward calls to a cell phone or business line
- Choose how long the phone should ring before going to voicemail
- Set where voicemail notifications should be delivered
- Review or update their voicemail greeting
By default, voicemail may trigger after a set number of seconds if the call is not answered. Review this setting during setup to make sure it matches your team’s workflow.
Troubleshooting
If Twilio does not connect successfully, check the following:
- Confirm the Account SID was copied exactly from Twilio.
- Confirm the Auth Token was copied exactly from Twilio.
- Make sure the Twilio phone number is entered in the correct format.
- Confirm your Twilio account has been upgraded if you are trying to make live calls.
- Make sure the phone number has been purchased or assigned in Twilio.
- Confirm each CRM Sales Pro user is using their own Twilio account information.
If you are still having trouble, contact CaterZen Support for help.
Summary
Connecting Twilio is the key setup step that allows each CRM Sales Pro user to make and receive calls through CaterZen. Once Twilio is connected, users can call Customers from CaterZen, track call activity, save notes, review recordings, and manage follow-up tasks from the CRM.
For help connecting Twilio or reviewing your phone setup, contact CaterZen Support at support@caterzen.com.
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