Communications

SurelyCrm brings your customer communications into one place. Make and receive calls, send emails and SMS, run bulk campaigns, and keep a complete history of every interaction.

Built-in Telephony

SurelyCrm integrates with Twilio to provide a fully embedded phone system. No separate dialer required.

Opening the Dialer

Click the Open Dialer button in the application footer or header. The dialer opens in a popup window so you can navigate the CRM without dropping an active call.

Making Calls

• Click-to-Call — Click the phone icon next to any customer's mobile or home number in their profile or the customer list
• Manual Dial — Enter a number directly into the dialer keypad

Receiving Calls

When an incoming call arrives:

1. The dialer popup rings and shows the caller ID.
2. The main window displays a modal with matching customer records.
3. Click the customer name to open their profile in a new tab while continuing the call.

SurelyCrm automatically searches for customers by phone number across all common UK formats (+44, 0-prefix, plain numbers).

Call Controls

Control	Function
Answer / Hang Up	Start or end a call
Mute / Unmute	Toggle your microphone
Hold / Resume	Pause the call (timer pauses too)
Call Timer	Displays duration in real time

Call History

All calls are automatically logged to the customer's notification history. You can see inbound/outbound call records, timestamps, and durations from the customer's profile.

Email & SMS

Send one-to-one messages directly from a customer profile:

1. Open the customer profile and go to the Actions section.
2. Select Email or SMS.
3. Choose a pre-made template or enter custom content.
4. Send the message. It is logged automatically in the Notifications tab.

Message Templates

Administrators create templates in Settings > Email Templates and Settings > SMS Templates. Templates support token substitution:

• {{Firstname}} — Customer's first name
• {{Surname}} — Customer's surname
• {{ReferenceNumber}} — Customer's unique reference
• {{EmailAddress}} — Email address
• {{MobilePhone}} — Mobile number

Bulk Actions

Bulk Actions let you communicate with large groups of customers efficiently. Access them from Bulk Actions in the sidebar.

Creating a Bulk Job

1. Choose an action type: Email or SMS.
2. Select a template or write custom content.
3. Define your audience using filters:
   • Status (In / Not In / Equals)
   • Assigned Owner
   • Important Date range
   • Date of Birth range
   • Balance range
   • Postcode
   • Notifications Enabled flag
   • Custom Views
4. Click Preview to see how many customers match and review a sample.
5. Click Create Job to execute. Jobs run in batches of 100 for stability.

Managing Jobs

From the Bulk Actions dashboard you can:

• View all jobs with status: Pending, Running, Paused, Completed, Failed, Cancelled
• Pause a running job
• Resume a paused job
• Cancel a running or pending job
• Retry a failed job
• Delete completed or cancelled jobs

Automated Actions

The Action Designer lets you create event-driven automations that fire instantly when something happens in the system. Unlike scheduled workflows, these are immediate reactions.

Common setups include:

• When a customer is created → Send welcome email
• When a status changes to "Closed Won" → Send congratulations SMS
• When a payment is received → Update status to "Active"

Administrators configure these in Automated Actions > Designer.

General Notes

Sometimes you just need to log an internal note. From the customer profile Actions menu, select General Note. Notes are stored in the customer's history and visible to all team members with access.