Setup

Telephony: click-to-call and recording (Twilio Voice)

Call contacts and leads with one click and record the calls using the SAME Twilio account already configured for SMS/WhatsApp (BYO model).

💡 Scegliere il fornitore vocale (Twilio o GoTo): in Impostazioni → Telefonia, la scheda "Fornitore vocale" ti permette di scegliere chi gestisce il click-to-call e gli SMS. Twilio è il valore predefinito per tutti; GoTo diventa selezionabile non appena colleghi il tuo account GoTo in Impostazioni → Integrazioni. Il softphone GoTo nel browser arriverà presto (oggi è Twilio ad alimentare il softphone nel browser); GoTo funziona tramite click-to-call.

Telephony uses the SAME Twilio account you already configured for Messages (SMS/WhatsApp), following the BYO model ("bring your own account"). Calls are made and billed in your Twilio account: there is no cost, margin or intermediation on our side. You only need a Twilio number enabled for VOICE.

The feature is inert: nothing happens until the Twilio integration is configured, activated and has a voice number filled in.

Prerequisites

The Twilio integration (SMS/WhatsApp) already configured and activated, using the same account (Account SID + Auth Token).
A Twilio number enabled for VOICE, in E.164, to use as caller ID.
An agent phone to receive the call leg (each user can enter their own when placing a call).
In Sellio, administrator access to fill in the voice number on the Twilio card.

How click-to-call works (bridge)

We do not use a phone in the browser (WebRTC). The flow is 100% server-side: when you click "Call", Twilio calls YOUR phone FIRST (the agent number). When you answer, Twilio connects (bridges) the call to the CONTACT's number and starts recording. When it ends, the duration and the recording link are logged automatically.

What you need to configure

The Twilio integration already configured (Account SID + Auth Token), the same one as Messages.
Voice number (caller ID): a Twilio number enabled for VOICE, in E.164 (e.g., +15005550006). It is the identifier shown on the call.
Agent phone (optional): a default number that rings first. Each user can also enter their own phone when placing a call (it is remembered in their browser).

How to configure

Open Settings → Integrations and find the "Messaggi SMS/WhatsApp (Twilio)" card.
Fill in the "Numero vocale (ID chiamante)" and, if you want, the "Telefono agente (predefinito)". Re-enter the Auth Token and click "Save credentials".
The TwiML and status/recording URLs are set automatically by click-to-call itself, so you do NOT need to configure them in the Twilio Console.
Make sure the Twilio integration is "Activated".

How to place a call

Open a Contact or Lead that has a phone (Phone or Mobile field).
In the "Telefonia (chiamate)" panel, click "Call".
Check the contact's number, enter YOUR phone (agent) if it is not already remembered, and click "Chiama ora".
Answer when your phone rings: Twilio connects you to the contact and records the call.
The call appears in the history with a status and, when completed, the duration and the "Listen to recording" link. The activity also enters the record's timeline.

💡 If you try to call without Twilio configured (or without a voice number), the CRM warns you clearly and nothing is done. The feature stays inert until everything is in place.

The CRM verifies the X-Twilio-Signature of the status and recording webhooks using your Auth Token. The recording is hosted in your Twilio account; the link opens the audio (.mp3). Treat the Auth Token as secret. It is stored encrypted and is never displayed back.

How to test

Open a Contact/Lead with a phone and, in the "Telefonia (chiamate)" panel, click "Call".
Enter YOUR phone (agent) and click "Chiama ora".
Answer when your phone rings: Twilio connects you to the contact and starts recording.
When you hang up, confirm the call appears in the history with the duration and the "Listen to recording" link.

Troubleshooting

The "Call" button warns that configuration is missing: Twilio is not activated or the "Numero vocale (ID chiamante)" was not filled in. Complete them on the Twilio card.
401 / the call does not start: wrong Account SID/Auth Token. Re-enter the Auth Token when saving the voice number.
My phone does not ring: check the agent number in E.164 and whether the Twilio voice number can originate calls to your country (Geo Permissions in the Twilio Console).
No recording or no duration at the end: the status/recording webhooks are set automatically by click-to-call. If they fail, check that the Auth Token is correct (the X-Twilio-Signature is verified with it).
I do not need to configure URLs in Twilio: correct. The TwiML and status/recording URLs are defined by the flow itself; do not configure a manual webhook on the number for voice.

Open this article inside the system →