CRM Voice Settings: Call Settings

Turn on one-click calling in CRM, watch your minute balance, and choose between platform minutes or your own Twilio account.

Voice calling lets your team call a customer straight from a CRM record: click the phone icon next to a number and the call goes out, with a call record and a timeline entry created automatically. It is off by default — nothing dials until an admin turns it on in CRM → Settings → Voice, which is the page this article walks through.

Step 1: Turn voice calling on#

1. Open CRM → Settings → Voice.
2. At the top of the card, check two things: "Minute balance" shows how many platform minutes you have left, and "Platform Twilio" shows whether the platform calling account is configured — if it says "Not configured — contact platform admin", platform calling is not available and you will need the bring-your-own option in Step 3.
3. Switch on "Enable voice calling" and click "Save".

Once the switch is on, a phone icon appears next to phone numbers on lead, contact, and company records in CRM. Anyone on the team can click it to place the call — there is no separate dialer to open.

Step 2: Understand how minutes are used#

• On platform calling, each completed call deducts from your minute balance, rounded up to whole minutes with a minimum of 1 minute per call.
• When the balance runs out, dialing stops with a plain message — "No voice minutes left". Calls are never placed on credit or faked as successful.
• Keep an eye on the balance at the top of CRM → Settings → Voice before a calling campaign, not after it stalls.

These settings are company-wide, not per person: the on/off switch, the minute balance, and the bring-your-own choice apply to the whole team at once. That is why the page belongs to an admin — one person sets it up, everyone else just clicks the phone icon and calls.

Step 3 (optional): Bring your own Twilio account#

1. On CRM → Settings → Voice, switch on "Use my own Twilio account (BYO)".
2. Fill in the three fields from your own Twilio console: Twilio Account SID, Twilio Auth Token, and the Twilio phone number calls should go out from.
3. Click "Save". Your SID and token are stored encrypted, and the settings page never shows them back in plain text.
4. To update a credential later, type the new value and save again; leaving a credential field blank keeps the one already stored.

With your own account switched on and filled in, calls go through your Twilio account and Twilio bills you directly — no minute packs are needed and your platform balance is not touched. If the bring-your-own details are incomplete, calling falls back to the platform account instead of failing silently.

Step 4: Make a call and find its record#

1. Open a lead, contact, or company record that has a phone number, and click the phone icon next to the number. The button shows "Calling…" and then confirms "Call initiated".
2. If a call cannot start, the message says why in plain words: voice calling is not enabled, no Twilio configured, no voice minutes left, or invalid phone number. Fix that item in CRM → Settings → Voice (or correct the number on the record) and try again.
3. After the call, find it again on the same record: every outbound call automatically creates a call log and an "Outbound call" activity on the record’s timeline, so the whole team can see who called whom, and when.

Docklify features used in this article#

• Voice settings page: enable switch, minute balance, and platform status — CRM → Settings → Voice (/crm/settings/voice)
• Bring your own Twilio (BYO): Account SID, Auth Token, and caller number, stored encrypted — CRM → Settings → Voice
• One-click dial button next to phone numbers on lead, contact, and company records — CRM → Leads / Contacts / Companies
• Automatic call log and timeline activity for every outbound call — on each CRM record’s timeline