HelloSend allows you to make and receive voice calls directly from within Zoho CRM using your existing Twilio number. It seamlessly integrates with your CRM, enabling one-click calling from any Lead, Contact, or Deal record—eliminating the need to switch between apps or tools.
With features like call flow customization, in-call note-taking, automatic call logging, and optional call recording, HelloSend centralizes all voice communication within your CRM workflow. Whether it's outbound sales calls or inbound customer support, HelloSend ensures every conversation is tracked, accessible, and tied to the right CRM record.
Supported Integrations
Supported Channels
Step-by-Step Guide to Make Calls from Zoho CRM
1Install HelloSend in Zoho CRM
- Log in to your Zoho CRM account. .
- Go to the Zoho Marketplace.
- Search for "HelloSend".
- Click "HelloSend: Call, SMS & WhatsApp for Zoho CRM" and install the app by following the on-screen instructions.
2Connect HelloSend with Zoho CRM
- After installation, open the HelloSend Settings inside Zoho CRM.
- Click "Connect with Zoho CRM".
- Authorize access when prompted to complete the integration.
3Connect Your Twilio Account for Calling
- In HelloSend, go to the Channels section from the left-hand menu and click Call.
- Click "Authorize" to connect your Twilio account.
- Select your preferred voice-enabled Twilio numbers for calling.
4Enable Click-to-Call Inside Zoho CRM
- To enable Click-to-Call inside Zoho CRM, install the HelloSend Call app. (👉 Ignore this step if you've already installed it.)
- 📌 Important: If you're using another telephony integration, make sure to remove it first to avoid conflicts with HelloSend.
5 Setting Up IVR (Interactive Voice Response)
- Go to Settings > Channels > Call and click Edit under the Call Flow section.
- Add a Welcome Message (Text-to-Speech, Play Audio, or URL).
- Configure IVR Menu Options like “Press 1 for Sales, Press 2 for Support.”
- Assign each IVR option to the appropriate Team for call routing.
- Set Business Hours, Call Recording, and Ring Team settings.
- Click Save to activate your IVR setup.
6Make an Outbound and Inbound Call from Inside Zoho CRM
📞➡️ Outbound Call:
1. Open a Record
Go to the Leads, Contacts, or Deals module and open a specific record.
2. Find the HelloSend Call Option
You can access the call option from:
- The top action bar (Call button)
- The phone icon next to the contact number
- The footer bar (The footer bar in Zoho CRM includes a telephony (phone) icon, which gives you access to HelloSend's dialer.)
3. Choose the Phone Number
If the contact has multiple numbers, select the one you want to call. Your default "From Number" will appear automatically.
4. Click "Call"
Click the Call button to start the call via HelloSend.
✅ How It Works
- Caller Dials Your Twilio Number The caller reaches out to your voice-enabled Twilio number connected via HelloSend.
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Call Flow Routing Begins The incoming call is routed based on your configured Call Flow in HelloSend. You can customize:
- Business hours (open or closed routing)
- Welcome messages
- Team ringing strategy (parallel or sequential)
-
Call Pops Up Inside Zoho CRM When the call is received:
- A HelloSend dialer widget opens in Zoho CRM.
- If the number matches an existing contact or lead, a link to view the record appears—clicking it will open the Lead or Contact details in Zoho CRM.
- You can see the caller's name, number, and previous activity (if available).
📞⬅️ Inbound Call:
Receive incoming calls directly within Zoho CRM when a lead or customer dials your Twilio number.
✅ How It Works:
- Caller Dials Your Twilio Number The customer dials your Twilio voice number connected via HelloSend.
-
Call Flow Routing Begins The call is routed based on your configured Call Flow, including:
- Business hours (open/closed routing)
- Welcome or unavailable messages
- Team ringing strategy (parallel or sequential)
-
Call Notification Appears in Zoho CRM
- A HelloSend dialer widget pops up in CRM.
- If the number matches an existing contact or lead, the CRM record opens automatically.
- You'll see the caller's name, number, and activity history.
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Post-Call Logging
- After the call ends, HelloSend logs the call under the CRM record.
- Details include call status, duration, notes, and recording (if enabled).
7In-Call Features
While on the call, you can:
- Mute/unmute
- Add notes
- Hold
- End the call at any time
Additional feature:
- Caller ID Support:
- The purpose of Twilio's Caller ID feature is to control and display the phone number that appears to the recipient when a call is made. Here's what it helps with:
- In HelloSend, when using Twilio, your Caller ID (From Number) is selected during setup and used in every outbound call—ensuring your customer sees the right identity every time.
- Over the Phone Support Now Available: In addition to our web-based calling experience, HelloSend now supports Over the Phone calling—giving your team the flexibility to handle calls even without a browser or stable internet connection. With this option, agents can receive incoming calls through their registered phone numbers.
8Call Logging
Once the call ends:
- The call will be automatically logged under Calls module tabs in the Zoho CRM.
- Details like call status, duration, and notes will be saved.
- Additionally, all call history with the contact is logged under Closed Activities in the record view for easy reference.
9Optional: Call Recording
If enabled in your HelloSend Call Flow:
- Call recordings will be linked to the Zoho CRM record.
- You can replay them from HelloSend or directly from the CRM.
10Configure Call Flow
Click Edit under the Call Flow column to customize how calls are handled. You can set hold music, welcome and unavailable messages, business hours, call recording, team routing (parallel/sequential), and fallback actions. All messages can be configured using Text-to-Speech, Audio Upload, or a URL.
💡 Tips
- Make sure your browser has microphone access enabled.
- Your HelloSend profile must be set to Online.
- Use Call Flow Settings in HelloSend to customize routing, business hours, and call behavior.
✅ Benefits of Using HelloSend for Calling in Zoho CRM
One-Click Calling Inside CRM
Initiate calls directly from Leads, Contacts, or Deals—no need to switch between tools or use external dialers.
Auto-Logging of Call Activity
Every call made is automatically logged under HelloSend History and Call History tabs, including duration, notes, and status.
Integrated Call Flow Management
Customize call routing, business hours, welcome messages, and fallback actions using HelloSend's intuitive call flow builder.
Flexible Message Configuration
All message types—Welcome, Busy, Unavailable, and Recording prompts—can be set using Text-to-Speech, Audio Upload, or a custom audio URL, giving you complete control over the caller experience.
Call Recording for Quality Monitoring
Enable recordings to track and review calls, ensuring better customer support and compliance.
Seamless Twilio Integration
Easily connect Twilio to power all voice calls, with support for multiple numbers and team-based configurations.
In-Call Productivity Tools
Mute/unmute, add real-time notes, and instantly wrap up calls with all details logged back into CRM.
Improved Agent Efficiency & Customer Experience
With fast calling, auto-logging, and customizable flows, teams save time while delivering more personalized support.
📌 Conclusion
HelloSend makes it easy to bring voice communication directly into Zoho CRM. From seamless Twilio integration to real-time call management and activity tracking, HelloSend empowers your team to connect faster, work smarter, and provide better service—all without leaving your CRM. Whether you're managing leads, nurturing clients, or handling support calls, HelloSend keeps your conversations efficient, organized, and completely in sync with your CRM.
