Overview

Once CRM Sales Pro and Twilio are set up, users can make and receive calls directly inside CaterZen.


CRM Sales Pro keeps call activity connected to the CRM by tracking call notes, outcomes, recordings, and follow-up tasks. This helps your team stay organized, follow up faster, and keep Customer communication in one place.


This article explains how to make and receive calls, add notes and outcomes, manage follow-up tasks, review recordings, and use reports to track call activity.

Before You Begin

Before using CRM Sales Pro calls, make sure:

  • CRM Sales Pro is activated for your account
  • Each user has connected their own Twilio account
  • Each user has a CRM Sales Pro phone number set up
  • Browser microphone permissions are allowed
  • Forwarding and voicemail settings have been reviewed
  • Your team understands your business’s call recording notice process

If a user does not see calling options, confirm their CRM Sales Pro and Twilio are setup before continuing.

Making an Outbound Call from a Task

You can make outbound calls directly from a CRM task.

To call from a task:

  1. Go to CRM.
  2. Select Tasks.
  3. Open a call task, or change the task type to Call.
  4. Click the Call button to open the dialer window.
  5. Choose the phone number you want to call.

The system will automatically use the Customer’s primary phone number, but you can also choose another saved number or enter a new number manually.

Once the call begins, the browser dialer will appear on-screen. From the dialer, you can:

  • View the call duration
  • Mute the call
  • Open the keypad
  • End the call
  • Add notes during the call

Notes entered during the call will transfer to the task notes when the call ends.

Making an Outbound Call from a Contact Record

You can also call directly from a Customer’s CRM contact record.

To call from a contact record:

  1. Open the Customer’s contact record in the CRM.
  2. Click the phone icon next to the phone number.
  3. Choose which number to dial if more than one number is listed.
  4. Complete the call using the browser dialer.

When a call is started from a contact record, CaterZen automatically creates a completed call task in the background. This allows the call activity to be logged even if the call did not start from an existing task.


After the call, you can add notes, select a call outcome, and create a follow-up task if needed.

Receiving an Inbound Call

When a Customer calls your CRM Sales Pro phone number, the call can ring inside the CaterZen browser and on your forwarded phone line, depending on your setup.

If the caller already exists in your CRM, the incoming call window may display details such as:

  • Customer name
  • Company name
  • Phone number

From the call window, you can:

  • View the Customer’s CRM record
  • Start a new order
  • Add notes
  • Review Customer information during the call

If the caller is unknown, the system may show Unknown Caller. From there, you can search for an existing contact or create a new contact during the call.


When a new contact is created from the call window, the phone number is added to the contact record and the call becomes linked to that Customer.

Adding Call Notes and Outcomes

When a call ends, CRM Sales Pro displays a call summary screen.

Depending on your setup, the summary may include:

  • Call duration
  • Call type, such as inbound or outbound
  • Call outcome
  • Call notes
  • Recording link, if recording is enabled


Before saving the call, add any notes that will help your team understand what happened during the conversation.

You can also select a call outcome, such as:

  • Connected
  • No Answer
  • Left Voicemail
  • Follow-Up Needed
  • Wrong Number
  • Order Booked

Call outcomes help managers and sales teams review activity, measure follow-up success, and identify where more attention may be needed.

Creating Follow-Up Tasks After a Call

After a call ends, you can choose what happens next.

Common options may include:

  • Save & Exit to log the call
  • Save & Create New Task to schedule a follow-up
  • Save & Create New Order if the call resulted in a catering order

Using follow-up tasks helps make sure catering leads, quote follow-ups, rebooking reminders, and Customer requests do not get missed.


If follow-up is needed, create the next task before closing the call summary.

Viewing Call Activity in the Task List

All calls placed or received through CRM Sales Pro create or update call tasks in the CRM.

To view call activity:

  1. Go to CRM.
  2. Select Tasks.
  3. Use the filters at the top of the page to view call tasks.
  4. Export the report if you need to review the data in Excel


Call task details may include:

  • Date and time of the call
  • Employee who handled the call
  • Call direction, such as inbound or outbound
  • Call duration
  • Call outcome
  • Task status
  • Recording link, if enabled


The Task List can be used as your call log and follow-up board. Managers can use call reporting to review activity, coach team members, identify missed follow-ups, and see which outreach efforts are helping create more catering opportunities.

Listening to Call Recordings

CRM Sales Pro calls may be recorded based on your phone and recording setup.

If call recording is enabled, recordings can be accessed from the related call task or contact history.

To review a recording:

  1. Go to CRM
  2. Select Calls
  3. Locate the call you want to review.
  4. Click the recording link or play option, if available.

Call recordings can be helpful for training, coaching, quality review, and confirming details from a Customer conversation. Only share call recordings with approved recipients according to your company’s policies.

Sharing Call Recordings

If recording sharing is enabled, you may be able to email a recording link from the Task List or call history.

Depending on your setup, recordings may be shared with:

  • The Customer
  • Another employee
  • A custom email address

Before sending a recording, review your company’s privacy and sharing policies.

Managing Call Outcomes

Call outcomes allow your team to track the result of each call. Admins can manage call outcome options from: Admin → CRM Settings → Marketing Settings → Call Outcomes


From there, Admins may be able to rename, reorder, hide, or update outcome options to better match your sales process.

Examples of call outcomes include:

  • Connected – Order Booked
  • Connected – Follow-Up Needed
  • No Answer
  • Left Voicemail
  • Wrong Number

Sales Pro users should select the correct outcome after each call so reporting and follow-up activity stay accurate.

Call Logging Rules

CRM Sales Pro helps keep call activity organized by connecting calls to CRM tasks and Customer records.

In general:

  • Calls made from a task update the related task.
  • Calls made from a contact record create a completed call task.
  • Inbound calls can be linked to an existing Customer or a new contact.
  • Notes, outcomes, and recordings are saved with the related call task when available.
  • Follow-up tasks can be created after calls so next steps are not missed.

If a call is completed by a different employee than the one originally assigned, task ownership or reporting may update based on your account setup.

Best Practices

To get the most from CRM Sales Pro:

  • Add notes immediately after each call while the conversation is fresh.
  • Select a call outcome before saving the call.
  • Create follow-up tasks before closing the call summary.
  • Review open follow-up tasks regularly.
  • Listen to recordings for training, coaching, or quality review.
  • Use reporting to spot missed calls, overdue tasks, and follow-up gaps.
  • Make sure your team follows your business’s call recording notice process.

Consistent notes, outcomes, and follow-up tasks will make your CRM reporting more useful and help your team stay organized.

Troubleshooting

  • If the Call button does not appear, confirm that CRM Sales Pro is active and the user’s Twilio account is connected.
  • If the dialer does not open, check the browser’s pop-up settings and microphone permissions.
  • If the Customer cannot hear you, confirm that your browser has permission to use your microphone.
  • If inbound calls are not ringing correctly, review the user’s forwarding number, ring duration, and voicemail settings.
  • If the caller shows as Unknown Caller, search for an existing contact manually or create a new contact from the call window.

Summary

CRM Sales Pro helps your team manage calls, notes, outcomes, recordings, tasks, and reporting directly inside CaterZen.


By keeping call activity connected to Customer records and follow-up tasks, your team can stay organized, respond faster, and better manage catering sales opportunities.

Support

For additional help, refer to the CaterZen Support Center or contact our CaterZen Support Team.

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