Feature
Calls in Naffes CRM: dial from the browser, log to the deal
Naffes CRM lets reps call a customer from the browser with one click on a phone number, through your company's own Twilio account. The call logs itself on the contact and deal, can be recorded and transcribed, and is reviewed later from the Calls page.
Why calling belongs inside the CRM
A call made from a rep's personal mobile leaves no trace: no duration, no outcome, no note, and the customer now has the rep's private number. Over months, judging team activity turns into guesswork, and whoever takes over the account has no idea what was agreed. Naffes keeps the call where it belongs, on the customer's record and deal.
One design rule makes this stick: no call without a deal. A call started from a contact is attached to one of that contact's open deals, chosen by the rep. If there is none, Naffes creates one in the first stage of the primary pipeline, named after the contact and the channel, so a conversation that showed real interest never goes unrecorded.
A logged call also counts as outreach for speed to lead, so it clears the alert that would otherwise reach the owner and managers when a new deal goes untouched.
How calling works in Naffes
Connect Twilio
A workspace admin opens Settings > Integrations > Channels > Twilio and runs the 3-step wizard: credentials, phone number, then the TwiML application that powers browser calling.
Grant calling rights
Users need the calling permission, which admins set in custom roles, so you decide who can call on the company's behalf.
Click Call
Open a contact or deal and click Call next to a phone number. The browser softphone dials, and it also receives inbound calls.
Fall back to the bridge
If the browser cannot place the call, the rep's own phone rings first and is then connected to the customer, who sees the workspace number as caller ID. The rep's number comes from their profile or is entered per call.
Review and set the outcome
After the call, open it on the Calls page (/calls) to play the recording, read or request the transcript and set the outcome.
Recording and transcripts
Recording is optional and off by default. Once an admin turns on Record calls under Settings > Modules > Calls, both sides are recorded from the moment the call is answered, and the audio is copied into Naffes for playback. Twilio's documentation notes that call recordings are stored in dual-channel format by default, one channel per party, which keeps review and transcription clean.
A transcript can be requested with one click or produced automatically. It comes from Twilio's own transcript when one exists, otherwise from the platform's AI speech-to-text (OpenAI Whisper). A manager can read a long negotiation in a few minutes, and a new rep can learn from colleagues' calls without sitting through the audio.
Before switching recording on, check the rules that apply to your business and to the countries your customers are in, and tell the other party that the call is recorded. It is good practice everywhere and protects customer trust.
The Calls page and manual logging
- KPI strip: total calls, completed calls, missed calls and talk time.
- Call list: filters, bulk actions and CSV export across every call.
- Manual logging: direction, duration, a custom outcome, notes, and links to contacts, companies and deals, for calls made outside Naffes, such as from a site visit.
- Deal page: a Calls tab sits alongside email, messages, notes and meetings on the deal's single view.
- Missed-call trigger: a 'missed incoming call' workflow trigger can send an email or call a webhook, so no missed customer waits for someone to notice.
- Team reporting: on plans that include the AI assistant, it can report one employee's activity over a period, calls included, from recorded CRM activity.
Custom outcomes are worth setting up early. Labels that match your process, such as 'asked for a quote' or 'site visit booked', make the Calls list and its CSV export far more useful than a generic answered/not answered split.
Your own Twilio account, your own numbers
Calls run through your workspace's own Twilio account, not a pool shared with other companies. Numbers are bought in the Twilio console under your company's account and then registered in Naffes, and Twilio bills call minutes to you directly at its published per-country rates. For Saudi Arabia, Twilio lists separate per-minute prices for landline and mobile destinations, and a separate, much lower per-minute rate for the browser or app leg of a call.
The same account also powers WhatsApp and SMS in the inbox, so one Twilio connection opens all three channels; the Twilio integration page walks through the setup. Inbound Twilio webhooks are accepted only with a valid Twilio signature.
If calls to one country keep failing, first check that the country is allowed in your Twilio account's voice dialing geographic permissions.
Limits and what to expect
- Twilio is the only telephony provider today; other cloud phone systems are not supported.
- Numbers cannot be bought inside Naffes. Buy them in the Twilio console, then register them.
- Recording is off until an admin enables it. Transcription runs on the platform's AI service, not on a workspace's own AI key.
- Call breakdowns by direction, outcome and day, and creating a follow-up task from a call, are API-only; the Calls page shows the KPI strip.
- Saved views on the Calls page are stored in the browser, so they do not follow you to another device or reach teammates.
Questions
Questions 4
Do I need new phone numbers?
You need a number in your company's Twilio account. Buy it in the Twilio console and register it through the Naffes wizard; numbers are not sold inside Naffes.
Will customers see my personal mobile number on a bridged call?
No. Your phone rings first and is then connected to the customer, who sees the workspace number as caller ID.
Are all calls recorded automatically?
No. Recording is off by default and an admin turns it on in Settings > Modules > Calls. Once it is on, transcripts can also be generated automatically.
Can I use a phone provider other than Twilio?
Not today. Browser calling, the click-to-call bridge and recording all run on Twilio.