What this feature does and when to use it?
The purchase phone number feature in Recruit CRM (powered by Twilio) lets you buy US or UK (Local and Mobile) numbers to make outbound calls and receive inbound calls directly in the web app.
You can use this feature when:
You want to make outbound calls directly from Recruit CRM using a dedicated phone number.
You need to receive incoming calls in Recruit CRM on the web app.
You are setting up phone calling for a team and need to assign numbers to users.
You want to track and edit call logs for incoming and outgoing calls within Recruit CRM.
Before you begin:
For the US region, mobile-type numbers are not supported.
For a UK number, you are required to complete a KYC form. The number will only be available after the KYC form is submitted and approved. Learn more about KYC here.
The Purchase Phone Number and Incoming Calls feature is available only on paid plans.
Incoming calls are supported on the web app only.
☎️ How to Purchase a Phone Number
1. Go to Phone Calling & SMS Settings and click on 'Purchase Phone Number':
2. Choose a Number and then click Purchase.
You can also 'Search by Number' and 'Search by Locality' to find the ideal number.
Note: You can search for phone numbers that either start or end with specific digits by using the wildcard search pattern. Starts with: Type the starting digits followed by asterisks (*) to match any remaining numbers. Example: 212******* → finds numbers starting with 212. Ends with: Type asterisks (*) followed by the ending digits. Example: *******212 → finds numbers ending with 212.
3. After clicking Purchase, review the pop-up confirmation, where you will see the price of the recurring fee for that number.
4. Click Confirm to complete the purchase.
5. You can manage the numbers on the Phone Calling & SMS Settings, under the 'Purchased Phone Number' tab.
Purchasing Phone Number details
Purchasing Phone Number details
If your credits are low, a warning banner will appear prompting you to recharge credits.
The phone number types are limited to local and mobile; toll-free numbers are not allowed.
For the US region, 'Mobile' is not supported.
The purchased number is only available for paid plans and requires a minimum of $2 in credits. While free credits are provided after upgrading, additional credits may still be needed to meet this minimum. The 'Purchase' tab will remain visible, and users on a free plan will see an upgrade screen to upgrade.
Phone Purchase Cost deduction
Phone Purchase Cost deduction
All the cost deductions related to Phone number purchases will be reflected in the Recurring Payments Tab under Phone Calling and SMS Settings.
You will be charged an exact 25% margin on the purchase of the phone numbers.
Recurring charges for phone numbers will be deducted per month based on the payment cycle when the number is purchased with a 25% margin or $2 whichever is greater.
For example:
If the phone number costs $1.15, the charge after a 25% margin would be $1.44, but since this is less than $2, the recruiter will be charged $2.
If the phone number costs $135, the charge after a 25% margin would be $168.75, which is greater than $2, so the recruiter will be charged $168.75.
☎️ Editing your phone number
1. Click on the pencil icon to edit your purchased phone number.
2. In 'Phone Number Details,' you can title your phone number, select the assigned user.
Please notice that only Account Owners and Users with Custom roles and permissions for phone calling and SMS can assign phone numbers to users.
The assigned number can also be configured from the Profile Settings.
3. For the 'Incoming Call Setup', you'll get the option to enable incoming calls, set the working hours (when you wish to receive incoming calls), and define a message for when a call is unanswered. When the 'Enable Voicemail' toggle is turned off, the message defined under the 'When Call is Not Answered' section will be played.
About Working Hours
Since the missed call will also be chargeable, to reduce costs, you can toggle Incoming calls ON or OFF when assigning a phone number. If enabled, you can set working hours, ensuring there are no missed calls outside those hours, which could incur charges.
You can set the day, start time, and end time and can add multiple working hours based on their choice.
In the day dropdown, you can select specific days (e.g., Monday, Tuesday) and also define a range of days. Standard day ranges are offered, including Monday to Friday, Monday to Saturday, and Sunday to Thursday.
When you initially set the working hours, the default configuration is established as "Day: Mon - Fri."
You will need to select the time range independently – no default setting will be given here.
The date time format will be the 12-hour format.
You can add up to 10 working hours.
Enabling Voicemail:
When a call is not answered, you can enable voicemail per purchased number by turning on the 'Enable Voicemail' toggle. The caller hears a greeting, then a beep, and can leave a recorded message. The voicemail is attached to the call log inside Recruit CRM, with an audio player and view/generate transcript option, so you never lose the context of a missed lead.
Enable Voicemail is available next to the "When Call Is Not Answered" label and depends on Enable Incoming Calls being on.
If Enable Incoming Calls is off, the Enable Voicemail toggle is greyed out, and you need to turn on incoming calls to set up voicemail. Voicemail is off by default for every purchased number, new or existing.
Voicemail toggle is ON: The message in the 'When Call is Not Answered' box below plays as the voicemail greeting. After the greeting, the caller can leave a voicemail.
Voicemail is OFF: The caller hears the default unavailable message and can't leave a voicemail.
The message field shows a default greeting, "Please leave your message after the beep sound," which you can fully customize up to a 150-character limit. Special characters aren't allowed. The same voice used for the existing "call not answered" message reads this greeting.
Please note:
A caller can leave a message of up to 3 minutes. Recording stops automatically after 5 seconds of silence.
If the caller hangs up before the beep, or leaves only silence, no voicemail is saved, and the call is logged as a standard missed call.
With voicemail on, a call outside working hours still creates a missed call log, but now also plays the greeting and lets the caller leave a message attached to that log.
With voicemail off, out-of-hours calls behave as before: a missed-call notification only, with no log and no charge.
Voicemail triggers on any unanswered inbound call when it's on — no pickup within the ring window, calls outside working hours, the recruiter already on another call, or the app being logged out, closed, or disconnected.
Cost & credits:
Voicemail follows the inbound cost model. Because the call connects to play the greeting and record the message, recording cost is added to the inbound call and deducted after the call ends. If credits run out mid-recording, the recording still completes, and the deduction is applied afterward, consistent with existing behaviour.
You will receive a notification of missed calls via In-App Notifications. If the caller left a voicemail, the notification instead reads: "You have a missed call with voicemail from {caller_number} on {purchased_number} — View Now." Clicking View Now opens that voicemail directly.
Under the Admin Settings and Phone Calling & SMS Settings, each call log row shows a Voicemail field. While a received voicemail is being processed, it reads "Voicemail is being processed." Once ready, it shows an inline audio player with Play, a duration label, and a ⋮ menu for Download and Delete. If a missed call log with a voicemail isn't associated with any record, that voicemail can't be deleted. Attach the call log to a record first, then delete the voicemail from the ⋮ menu.
You can generate and view a transcript for a voicemail the same way as any recorded call. By default, the transcript will not be generated, and you need to click the 'Generate Transcript' button to generate it.
AI Assist (summarize, extract key points, improve wording, saved prompts) is not currently supported for voicemail transcripts.
☎️ Making a call
While calling a record, there will be the option to choose from which number you're going to call – the default one from the system, or the number assigned to you.
☎️ Incoming calls
1. The incoming calls will be logged in the tab 'Account Credits & Usage'.
2. You can edit the call log by clicking on the pencil icon.
There, you can edit the 'Related To' section, as the system does not link the call to a record automatically. You can also edit the Call Type, add Collaborators, create Associations, and add Call Notes.
Please note that for Outgoing, Incoming, and Missed Calls, the "Related to" field will be optional.
Call logs that don't have a 'Related to' value (Incoming/outgoing) will be added in Reports also under the 'Total Call Logs' KPI/ Incoming/outgoing.
Related Field Optional Impact on Automation
Related Field Optional Impact on Automation
For automation (Public API / Workato / Zapier) we know that there are actions and triggers, so in the case of:
Note: When the system adds a missed call log, the webhook/Zapier trigger is triggered.
Actions (Call log): It won't impact any existing Zaps, since all running Zaps 'Related to' call log action have both the fields mapped. After this enhancement, users will have the option to skip these fields (that will be the user's choice).
Triggers (Call Log):
There can be a case where the zap might fail only because the action (that might be related to any entity inside RCRM or any other action of any other app) has a "Related to" and "Related to type" as mandatory field. So, in this case, adding filters and paths in the automation workflow can handle the scenario.
Find a Call Log that doesn't have 'Related to':
From the web app, this can be done in two ways: one from the mailbox and the other from Admin Settings and Report listing.
From Public API, we have the endpoint 'Find call log by ID'.
Incoming Call configuration details
Incoming Call configuration details
The Incoming Call will be redirected to the Web App on the tab level.
You have the option to toggle the setting for receiving Incoming calls ON or OFF while assigning a phone number.
When toggled ON, it's possible to specify the working hours during which you wish to receive incoming calls.
To handle the Incoming calls, you can set the message in when a call is not answered section while assigning the phone number, which will be played when the call is not picked up.
The Character Limit of the 'when a call is not answered' section is 150 characters and it's not possible to add any special characters to it.
It's possible to record the Incoming call. It will open a pop-up where you need to check the consent for the recording. You can also check the 'Generate Call Transcript'.
The maximum duration of call ringing time is 15 seconds.
The incoming call will be connected without identifying the prospect. That process is an async process and it's needed to fill in the 'Related to' field with the prospect's name and save the incoming call log.
☎️ Incoming Call calculations
For Incoming Calls, the formula is:
(Local Call Pricing + Browser/App Call Pricing + Recording Pricing (if applicable)) x 1.25
This includes storing the call as long as you use Recruit CRM.
☎️ Incoming and Missed calls use cases
1. You will receive a notification of missed calls via In-App Notifications.
The notifications will last up to 30 days and then it will be cleared.
2. The Missed calls will be system-generated, and the user can't manually add a Missed Call Log.
3. Missed calls will be chargeable and the cost deductions will be shown in the Call Logs list page present under Admin Settings and Mailbox.
4. In case you are on another Incoming call, the call won't be forwarded to the prospect and a missed call notification will be added.
5. When an Incoming call is unanswered, there will be a Missed call notification and the call will be chargeable.
6. When the call is hung up by you, an Incoming call log will be added.
7. If the app is logged out or closed, the Incoming calls will be blocked and a Missed call notification sent. Therefore, it will be chargeable.
8. When you get an Incoming call at the same time you are on a call already, you will need to either decline the ongoing call and attend the new one or decline the new call and continue on the ongoing one. If you decline the incoming call, it will be treated as an Incoming call and the log will be added with charges applicable (for Incoming calls).
9. If the call is hung up by the prospect, we will send a Missed call notification and it will be chargeable.
10. Other scenarios for Missed Call notifications:
If the internet is disconnected in between the calls;
If the credits are exhausted;
If it comes outside working hours;
11. If the 'Incoming Call' toggle is off, no Missed calls and no notifications will be added.
Here's what the incoming call will look like:
Incoming calls can automatically display the matched Candidate or Contact name before you answer the call.
Once the call ends, the matched record is automatically pre-populated in the call log under Related To, and you can save the log.
If no matching record is found, the call log will be created with the Related To field left empty, and you can associate it with a record manually later.
☎️ Twilio's KYC form for UK users
The KYC form is only required for UK-based customers.
To protect consumers from fraud, spam, and bad actors, Twilio has implemented a Know Your Customer (KYC) policy. These mandatory regulations require businesses and organizations to submit their KYC information and become verified by the local authorities before they can begin texting or calling their customers.
Every agency based in the UK that wishes to buy a UK number through Recruit CRM must comply with Twilios guidelines by filling in the KYC form. Users will not be able to use this feature until the KYC process is completed and approved by Twilio.
To use texting, it's necessary to select "Mobile" as the number type during KYC, as only mobile numbers support texting in the UK.
You can fill in the KYC form inside Recruit CRM under Phone Calling & SMS settings.
The evaluation process can take 1-2 weeks. You will receive an email notification once Twilio approves your KYC registration.
You can also check the status of your form in the KYC tab.
Troubleshooting
Problem: Cannot complete purchase of a phone number
Problem: Cannot complete purchase of a phone number
Likely cause: Insufficient credits or not on a paid plan.
What to check:
Confirm that your account is on a paid plan.
Check that you have at least 2 dollars in credits.
Resolution:
Upgrade to a paid plan if you are on a free plan.
Recharge your account credits until you meet or exceed the 2-dollar minimum, then attempt the purchase again.
Problem: Incoming calls are not received
Problem: Incoming calls are not received
Likely cause: Incoming calls are not enabled or outside working hours.
What to check:
In the phone number details, verify that incoming calls are enabled.
Check the working hours configured for the number.
Resolution:
Enable incoming calls if they are disabled.
Adjust working hours so they cover the times when you expect to receive calls.
Remember that incoming calls are supported on the web app only; ensure the user is logged into the web app.
FAQs
Do I need to complete KYC to purchase a UK number?
Do I need to complete KYC to purchase a UK number?
Yes. For a UK number, you must complete a KYC form. The number becomes available only after the KYC form is submitted and approved.
Are purchased phone numbers available on all plans?
Are purchased phone numbers available on all plans?
No. Purchased numbers are available only on paid plans and require at least 2 dollars in credits. Users on a free plan will see an Upgrade screen when they access the Purchased tab.
Conclusion:
You can now purchase and configure phone numbers in Recruit CRM, manage incoming calls on the web app, and keep your call logs organized for accurate reporting.