What this feature does and when to use it?
Recruit CRM's Calling feature, powered by Twilio, lets you call candidates and contacts directly from within the platform, eliminating the need to switch to an external calling application.
Use this feature when:
• You want to call candidates or contacts directly from Recruit CRM.
• You need to use the built-in native dialer available on the Pro Plan and above.
The Calling feature helps streamline your communication workflow by allowing you to place calls, optionally record conversations, and store call logs and notes within the candidate or contact record, ensuring all communication history remains centralized and easily accessible.
Please Note
The calling/auto-dialer feature is available on the Pro plan and above.
IMPORTANT:
Due to local guidelines, Twilio will no longer allow domestic outbound calls between +91 (Indian) numbers. International calls placed from Indian numbers will still be supported.
Based on Twilio guidelines, the phone number verification method has been updated. To continue using calling services, please verify your phone number using the new verification process added here.
📞 How to set up calling integration in Recruit CRM?
1. Add & verify your calling number:
There are two ways to add the calling number to the system:
Method 1: From the Profile section:
Navigate to your Profile section and add the phone number under the 'Phone' field:
Once the phone number is added in Recruit CRM, open the candidate/contact profile. Click on the phone number of the candidate/contact, and the system will ask you to verify your number.
Click on the 'Verify your number to make calls' option, then click on 'Proceed'.
The system will show a pop-up containing the 6-digit verification code as shown below. You will receive an incoming call from Twilio to the number you added to verify the number.
After answering the call, open the dialer section on your phone and enter the 6-digit code shown on the pop-up in Recruit CRM. Once added, the number will be verified.
Method 2: While making your first call:
Click on the candidate's/contact's phone number and, in the pop-up window, add the phone number (if not added from the Profile Settings).
Once added, click on 'Proceed', the system will show a pop-up containing the 6-digit verification code. You will receive an incoming call from Twilio to the number you have added.
After answering the call, open the dialer section on your phone and enter the 6-digit code shown on the pop-up in Recruit CRM. Once added, the number will be verified.
3. Buy calling credits:
Pro, Business and Enetrprise plan users can use their Recruit CRM Credits for calling, subject to their available credit balance. Recruit CRM Credits.
To continue making calls once your available credits are insufficient, you can purchase additional Recruit CRM Credits.
⬅️ Here's how you can buy calling credits 💰
⬅️ Here's how you can buy calling credits 💰
To buy the credits,
Navigate to the Admin settings -> Phone Calling and SMS settings
Click on the 'Buy Credits' button:
Choose one of the available credit options:
Recurring Credit Subscription: Purchase credits on a monthly or annual basis.
Auto-Reload: Automatically replenish credits when your balance reaches a specified threshold. An active recurring credit subscription is required.
Non-Expiring Credits: Purchase credits once, which remain available until used.
Enter the required details, review the pricing, and complete your purchase.
Once the credits are available in your account, you can use them for calling and other supported features. The credits consumed for each call depend on the applicable calling rates.
You can check the prices on Twilio by clicking on the link below: https://www.twilio.com/voice/pricing/us
The actual cost paid by you is (Local Call Pricing + Browser/App Call Pricing + Recording Pricing (if applicable)) × 1.5, converted to credits, and this includes us storing the call for you as long as you use Recruit CRM.
4. Calling a candidate/contact:
Once the number is verified and credits are added, click on the phone number of a candidate/contact and the system will open a pop-up to make a phone call:
You'll see the "To" and "From" numbers along with an option to record the call.
If you wish to record a call, switch to YES, tick the consent box to confirm, and click on the green 'Call' button to start the call.
You'll hear a calling tone and the phone will start ringing. You can take call notes on the screen, those will be added to the 'Notes & Calls' section on the record.
Once the call is over, you'll get another screen to add more details about the call, including the Call Type.
🎧 Call recording permissions in Recruit CRM
📋 How to transcribe calls in Recruit CRM?
📲 How to use the native dialer to call from the system?
Troubleshooting
Problem: Unable to place domestic outbound calls between +91 Indian numbers
Problem: Unable to place domestic outbound calls between +91 Indian numbers
Likely cause: Twilio no longer allows domestic outbound calls between +91 Indian numbers.
What to check: Confirm that both the caller and recipient numbers are +91 Indian numbers and that the call is domestic.
Resolution: Use international calling where supported, or use an alternative method for domestic calls between +91 Indian numbers, as this restriction is enforced by Twilio and cannot be overridden in Recruit CRM.
Problem: Call cannot be placed despite having credits
Problem: Call cannot be placed despite having credits
Likely cause: Phone number might not be verified, credits might not be sufficient for at least one more minute, or Twilio restrictions may apply.
What to check:
Confirm your phone number is verified via the six-digit code process.
Check the remaining balance and ensure it is enough for at least one minute of calling.
Review Twilio limitations relevant to your country, especially for +91 Indian numbers.
Resolution:
Complete phone verification if not done.
Top up calling credits if the balance is low.
Adjust your calling strategy to comply with Twilio’s guidelines
FAQs
Q1: Which plans support calling in Recruit CRM?
Q1: Which plans support calling in Recruit CRM?
The calling feature is available on the Pro plan and above.
Q2: Do I need to verify my phone number to use calling?
Q2: Do I need to verify my phone number to use calling?
Yes. Based on Twilio’s updated guidelines, you must verify your phone number using the new verification process, which involves receiving a Twilio call and entering a six-digit code shown in Recruit CRM.
Q3: Are domestic calls between +91 Indian numbers supported?
Q3: Are domestic calls between +91 Indian numbers supported?
No. Due to local Twilio guidelines, Twilio will no longer allow domestic outbound calls between +91 Indian numbers. International calls placed from Indian numbers are still supported.
Conclusion:
You can now set up Twilio-powered calling in Recruit CRM, verify your number, manage free and paid credits, and place calls to candidates and contacts directly from the platform.