Communication: All Linked to the Correct Record

Four channels, email, WhatsApp, SMS, phone, all from the record. A colleague picks up a lead and sees the full history: what was sent, what was opened, what was replied. Nothing hidden in anyone’s personal inbox.

When is this relevant?

• You pick up a colleague’s lead and want to know what was discussed
• You are unsure: WhatsApp or email for this client?
• You want to understand what you need to set up for your team to communicate

Four channels

Channel	How	Where
Email	Gmail/Outlook/Zoho connected + tracking	Inbox page + Email tab per record
WhatsApp	Via Twilio + templates	WhatsApp tab per record
SMS	Via Twilio + attachments	SMS tab per record
Phone	Via Twilio (or manual log)	Calls tab per record

What is Twilio?

Twilio is an external service that Tesoro uses for WhatsApp, SMS and telephony. Paid third-party service. Your account manager helps with setup, you do not need to arrange it yourself.

---

Record-based: everything linked

Every message is connected to a specific contact, deal, lead or relation:

• Open contact → see every email, WhatsApp, SMS and call ever with this person
• Open deal → all communication around this transaction
• Nothing in personal inboxes that only one team member sees

Last activity tracking

With every communication, Tesoro updates the Last activity field on the related record. Filter on this for “contacts without follow-up > 30 days”.

---

What do you need to set up?

Email, per user

Each agent connects their own account via Settings → Personal Settings → Email. Three integrations:

• Gmail API: one-click OAuth for Google Workspace
• Outlook API: one-click OAuth for Microsoft 365
• Zoho Mail: OAuth for Zoho Workplace

WhatsApp + SMS, company-wide

By an administrator via Settings → My Company → Call Settings → Twilio Settings:

1. A Twilio account with phone numbers for WhatsApp and/or SMS
2. Enter the numbers in Tesoro
3. Set the integration to Active

After that, every team member can send messages from any record.

Phone, company-wide

Same via Twilio Settings:

1. A Twilio account with a voice number
2. Enter the number
3. Optional call masking: outgoing calls show your Twilio number instead of your personal number
4. Active

Without Twilio: manual call logging (scheduling + recording outcome) remains possible.

---

Typical workflow

1. A new lead comes in → send a WhatsApp message or email directly from the lead record.
2. Follow-up call → schedule a call from the Calls tab, start it from the CRM, record the outcome.
3. Send property details → use an email template, tracking shows whether it was opened and clicked.
4. Client replies → email, WhatsApp, or phone, all interactions on the same record for the whole team.

---

Next step

Email Connect your account and start sending and tracking.