Messages, calls and notes from the record

Goal. Send the client a templated message, call them and log the call, and keep internal notes, all from their record.

Prerequisites. To send messages, an administrator must have WhatsApp or email connected in "Settings" › "Integrations" and the client must have "Authorizes WhatsApp/email communications" ticked. Calls from the computer require Twilio.

Sending a templated message

1. On the record, open the "Communications" tab.
2. Choose the "Template". Templates are managed in "Settings" › "Message templates" and are sent in the client's preferred language.
3. Choose the "Channel": "WhatsApp" or "Email".
4. Click "Send message". The CRM confirms with "Message sent via WhatsApp" or "Message sent via Email", and the delivery is logged on the tab itself and under "Activity".

Without messaging connected, the tab shows "To send messages from here, connect WhatsApp or email." with the "Connect messaging →" link.

Calling the client

The "Call client" button in the header opens a dialog with two ways to call and a log:

• "Call from the computer": the call goes out through the browser with the company's number. It requires Twilio connected, microphone access and the CRM opened over HTTPS. During the call, "Mute microphone" and "Hang up" appear, and at the end "Call ended and logged".
• "Call from my phone": opens the phone's dialler; the client sees your number.
• "Log outcome": choose the "Outcome" among "Answered", "No answer" and "Voicemail", add "Notes (optional)" and click "Save call". The CRM confirms with "Call logged".

Internal notes

1. Open the "Notes" tab.
2. Type in "Write a note…" and click "Add note".

Notes are internal: the client never sees them and they never leave through any channel. They also appear under "Activity".

Troubleshooting

• "The client has not authorized communications". Consent is missing on their record. Only tick it if the client has given it.
• "No channel available". The client has no phone number or email on record, or the integration for that channel is missing.
• "No template in the client's language". Create the template's version in that language in "Settings" › "Message templates".
• "The provider rejected the delivery". The messaging service returned an error; an administrator must check the integration.
• "Calls are not configured. Connect Twilio in Integrations". Without Twilio, use "Call from my phone".
• The browser does not allow the microphone. Follow the dialog's instruction: allow the microphone for the site from the padlock in the address bar and reload the page.