Overview

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

CRM Sales Pro keeps call activity connected to the CRM by tracking 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, document conversations, schedule follow-up, and review your team’s call activity.

An active CRM Sales Pro license is required to use these features.

Interested in CRM Sales Pro? Contact our team to learn more about adding CRM Sales Pro to your CaterZen account.

Before You Begin

Before using the calling features, confirm that:

CRM Sales Pro is active for your CaterZen account.
Each user has connected their own Twilio account and configured their phone number.
Your browser allows microphone access.
Forwarding and voicemail settings have been reviewed.
Your team understands your business’s call recording notice process.

For setup instructions, see CRM Sales Pro: Connect Twilio.

Make an Outbound Call from a Task

Use an existing call task to keep the conversation connected to the follow-up you already planned.

Go to CRM → Tasks.
Open a call task, or change the task type to Call.
Click Call to open the dialer.
Confirm the phone number you want to call.

The Customer’s primary number is selected automatically. You can choose another saved number or enter a different number manually.

During the call, you can:

View the call duration.
Mute your microphone.
Use the keypad.
Add notes.
End the call.

Notes entered in the dialer transfer to the task notes when the call ends.

Make an Outbound Call from a Contact Record

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

Open the Customer’s contact record.
Click the phone icon beside the phone number.
Select the number you want to dial.
Use the browser dialer to complete the call.

CaterZen creates a completed call task for calls started from a contact record, keeping the activity in your CRM even when there was no existing task.

Afterward, review the notes, select the appropriate outcome, and schedule another task when follow-up is needed.

Receive an Inbound Call

Calls to your CRM Sales Pro number can ring in CaterZen and on your forwarded phone line, depending on your settings.

For a recognized caller, the incoming call window may show the Customer’s name, Company, and phone number. You can use this window to open their CRM record, review information, add notes, or start an order.

If the window displays Unknown Caller, search for an existing contact or create a new contact during the call. Creating a contact from the call window adds the phone number to that record and connects the call to the Customer.

Add Call Notes and Outcomes

After a call, review the call summary. Depending on your setup, it may show the duration, direction, outcome, notes, and a recording link.

Write notes that explain what your team needs to know next. Useful details include:

What the Customer requested.
Catering dates or requirements discussed.
Questions that still need an answer.
What you promised to send or do.
When the next follow-up should happen.

Select the outcome that best describes the result of the call. Your account’s options may include a successful connection, no answer, voicemail, a needed follow-up, an incorrect number, or a booked order.

Consistent outcomes make it easier to understand results across your team.

Create a Follow-Up Task or Order

Choose the appropriate next action from the call summary:

Save & Exit: Save the call activity.
Save & Create New Task: Create the next follow-up.
Save & Create New Order: Begin an order resulting from the conversation.

When another action is needed, create the follow-up task before leaving the summary. Add enough detail for the assigned team member to understand the next step.

Use follow-up tasks for quote check-ins, catering inquiries, rebooking opportunities, and Customer requests.

Review Call Activity and Reports

The Task List helps your team review completed calls and manage upcoming follow-up.

Go to CRM → Tasks.
Use the filters to locate the call tasks you want to review.
Open a task to see its available details.
Export the results when you need to work with the data in Excel.

Depending on the call and your setup, details may include:

Call date and time.
Employee who handled the call.
Inbound or outbound direction.
Duration.
Outcome.
Task status.
Recording link.

Managers can use this information to review outreach, coach employees, and identify follow-up that needs attention.

Listen to Call Recordings

Recording availability depends on your phone and recording settings.

To find a recording:

Go to CRM → Calls.
Locate the call.
Select its recording link or playback option, when available.

Recordings may also be available through the related call task or contact history.

Use recordings to review Customer details, coach your team, and improve the quality of sales conversations.

Share Call Recordings

When recording sharing is available, your team may be able to send a recording link from the Task List or call history.

Depending on your settings, recipient options may include the Customer, another employee, or a custom email address.

Before sharing, confirm that the recipient is appropriate and follow your company’s recording and privacy policies.

Manage Call Outcome Options

Admins can review call outcomes under:

Admin → CRM Settings → Marketing Settings → Call Outcomes

Available controls may allow you to rename, reorder, hide, or update outcomes to fit your sales process.

Choose a clear set of outcomes that your team can use consistently. For example, distinguish calls that produced an order from conversations that still need follow-up.

Review these options with your team so everyone records results in the same way.

Understand How Calls Are Logged

CRM Sales Pro connects call activity to tasks and Customer records:

Calling from a task updates that task.
Calling from a contact record creates a completed call task.
An inbound call can be connected to an existing Customer or a newly created contact.
Available notes, outcomes, and recordings stay with the related call task.
A new task can record the next follow-up.

If someone other than the assigned employee completes the call, ownership or reporting may change according to your account settings.

Best Practices

Document the conversation: Add notes while the details are fresh.
Record the result: Select an accurate outcome.
Plan the next step: Create the follow-up before closing the summary.
Keep tasks current: Review upcoming and overdue follow-up regularly.
Coach with context: Use recordings and notes to understand conversations.
Review activity: Look for gaps in outreach and follow-up.
Use recording notices consistently: Follow your business’s established process.

Good notes and consistent outcomes help the whole team understand each Customer relationship.

Troubleshooting

The Call button is missing: Check that CRM Sales Pro is active and that the user has connected Twilio.
The dialer will not open: Review browser pop-up settings and microphone permissions.
The Customer cannot hear you: Confirm microphone access and check the selected microphone.
Incoming calls do not ring as expected: Review forwarding, ring duration, and voicemail settings.
A known Customer appears as Unknown Caller: Search for their contact record manually and confirm the saved phone number.

If the issue continues, contact CaterZen Support for help.

Summary

CRM Sales Pro brings calling, conversation notes, outcomes, recordings, and follow-up together inside CaterZen.

Keeping this activity connected to Customer records helps your team respond faster, stay organized, and manage catering sales opportunities with a clear next step.

Support

For help, visit the CaterZen Support Center or contact the CaterZen Support Team.

Not a CaterZen Customer yet? Learn how CaterZen helps restaurants grow catering sales.

Support Center

How can we help you today?

CRM Sales Pro: Manage Calls, Tasks, and Reports Print