Phone Calls: Schedule, Call, Log
Schedule a call from the contact/deal/lead page, start the call with one click via Twilio, and log the result. Each call is saved with direction, duration, status, and notes, your team sees it immediately.
When to use this?
Section titled “When to use this?”- A lead comes in, you schedule a follow-up call for tomorrow
- You are going to call a customer back and want to log the call via the CRM
- You want to enable call masking, customers see your company number, not your mobile
Two types of calls
Section titled “Two types of calls”| When | |
|---|---|
| Upcoming | Scheduled, not yet taken |
| History | Completed or missed |
Both on the Calls tab per record.
Twilio Configuration
Section titled “Twilio Configuration”Via Settings → My Company → Call Settings. The page has two tabs:
| Setting | Description |
|---|---|
| Twilio Call Number | Phone number for outgoing + incoming, international format (+34 952 555 100) |
| Active | On/off for entire integration (calls + WhatsApp + SMS) |
| Mask | On = outgoing calls show your Twilio number instead of personal agent mobile |
Verify phone numbers for call masking. Sometimes Twilio requires numbers to be verified before they can be used as caller ID.
Viewing Calls on a Record
Section titled “Viewing Calls on a Record”Open a contact/deal/lead/relation → Calls tab:
- Filter at the top: All / Inbound / Outbound
- Create Call button (shortcut:
K) - Upcoming section
- History section
Each call card: title, agent, direction, status, timestamps.
Scheduling a Call
Section titled “Scheduling a Call”-
Calls tab → Create Call (or
K). -
Side panel with form:
Field Required Description Title Yes Short name (1, 100 characters) Description Yes Notes, purpose, supports @mentions, 3, 1,000 characters after HTML stripping Start Time Yes ≥ 1 minute in the future Duration Yes Predefined list Assign To Yes Responsible agent, defaults to yourself -
Save (
Ctrl+S).
Call appears in Upcoming.
Making a Call
Section titled “Making a Call”-
Find the call in Upcoming.
-
Click the call initiation button on the card.
-
Confirmation dialog → Yes.
-
Twilio initiates. Notification: “Call will be initiated shortly”.
-
Your phone rings first. When you answer, Twilio connects you with the contact.
-
When the call ends, Tesoro receives a Twilio notification + End Call dialog to log the result.
Call Details: All Fields
Section titled “Call Details: All Fields”| Field | Description |
|---|---|
| Title | Subject |
| Description | Purpose + result notes |
| Direction | Inbound / Outbound |
| Status | Completed, missed, busy, … |
| Start Time | Start time (scheduled or actual) |
| End Time | End time |
| Actual Duration | How long it actually lasted |
| Expected Duration | What was set during scheduling |
| Assigned Agent | Responsible agent |
| Mentions | Team members mentioned via @mentions |
Filtering Calls
Section titled “Filtering Calls”Dropdown at the top:
| Filter | Shows |
|---|---|
| All Calls | Inbound + outbound |
| Inbound | Only received |
| Outbound | Only made |
Comments + Files
Section titled “Comments + Files”Per call:
- Comments: internal notes, team only, not visible to customer. Count shown on card.
- Files: call recordings, notes, related documents.
Call Masking: What It Does
Section titled “Call Masking: What It Does”Mask on in Twilio Settings → outgoing calls show your Twilio company number to the customer, not your personal mobile.
Useful for:
- Consistent company branding
- Protecting agents’ private numbers
- Callbacks via company number instead of mobile
By admin via Settings → My Company → Call Settings → Twilio Settings.
Four Practical Tips
Section titled “Four Practical Tips”- Always schedule before you call: record already exists, team sees it, tracking is automatic
- Fill in Description deliberately: reason beforehand + result after. Saves colleagues a lot of research
- Use @mentions: does someone need to do something after the call? Mention them, they get a notification
- Check your filter: call not found? Maybe filter is set to only Inbound or Outbound