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Objective

This article will cover registering your phone number to call your customers directly from CustomerSuccessBox using out-of-the-box Twilio integration.

Who’s this for?

This article is for each and every member of the Customer Success team who already communicates or wants to communicate with Accounts tracked under CustomerSuccessBox.

Introduction

One of the major focus of CustomerSuccessBox is actionability. To make sure you don’t have to switch between tabs (or systems) and waste time, we let Customer Success Manager connect their phone number to their profile, and initiate calls with users directly from CustomerSuccessBox. Any call initiated through CustomerSuccessBox is also added as Activity log.

For calls, we use Twilio.

Usage Allowance

500 minutes of outgoing call per month per CSM is bundled. Calls are restricted to countries priced at a max call rate of $0.1 per minute is bundled. 

If more minutes are needed or calls need to be made to countries with a call rate priced at more than $0.1 per minute, you need to contact support and it can be provided on a chargeable basis.

Configuration

Register your phone number

To start calls directly from CustomerSuccessBox, you need to register your phone number first. This needs to be done by each CSM individually who wants to call out.

To register your phone number and enable call functionality, access ‘Call settings’ from your Profile dropdown on top-right corner. On enabling and registering, you will receive a verification call containing authorisation code.


Start calling and review calls

When you open any of your accounts and phone number is registered for your profile, you will see an active Call tab. From here you can choose the user you want to call who belongs to that account.

You can either call from your phone or directly from your browser.

Also just below it, there is a Communication tab in Timeline which will show all the calls that have been made for that specific account from CustomerSuccessBox.

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  1. Arnab Nayak

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  3. Updated

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