Setting up Call Center
On Call center, Twilio integration and how to buy phone numbers
The basics of Call Centre
With User.com, you can easily call and receive calls as well as automate sending text messages straight from the app. You can schedule, record, and analyze both mass and single-recipient calling campaigns or prepare scripts for your agents to follow.
Twilio integration and billing
User.com lets you make phone calls from the app thanks to the integration with Twilio. All of this is done automatically; all you need to do is to buy a phone number as explained below. Have in mind that the "Call centre" feature is not available during your free trial. What is more, you need to add a credit card to your account before you will be able to make phone calls.
User.com won't charge you for buying numbers or making calls as all fees are charged by Twilio (we add +50% commission for SMS). For more information on their pricing, go to this website.
After each call, you can check how much has been withdrawn from your account. To do that, go to "Campaigns" -> "Call" and, in the drop-down menu under "Resources", click "Call logs". There you will have all relevant information, including the price of the call made by an agent or by a user.
Note: Remember that the phone numbers of your users need to be set up according to E.164 format. More about that here.
Important: You can only send an SMS to the USA or Canada from a local number(s). To buy number for USA or Canada, please set up Phone number type to: Local, and in Capabilities, please check both: SMS and Voice. Then click on Search available numbers.
Before you start
If you want to use "Call Center", you have to subscribe to Business Plan.
- If you don't see Call Center modules, make sure to go to Settings -> App Personalization -> Campaigns
Step-by-step guide
- Now, all you need to do is to follow these two steps. Go to Campaigns > Phone campaigns.
- If you see the screen above, please contact support so we can turn on Call Center for you.
- When turned on you will see the screen like below.
- First provide your Card Number if you haven't already.
- Next click on Buy the phone Number.
1. Provide your credit card number(if you haven't already).
By clicking on this button, you will be redirected to this page:
2. Buy the phone number.
By clicking on the 2nd button, you'll be redirected to this page:
Note: To buy a phone number, you can also go to "Settings" -> "App settings" -> "Additional" -> "Call centre" and click Create new.
You can also buy a phone number by going to "Campaigns" -> "Call" -> Resources -> Phone numbers.
To buy a phone number you will need to provide your actual address. To do this click on a button Add new address.
Depending on a choosen Country, you might need to Authorize yourself in Twilio as some countries enforce registering all the numbers bought. To do this please read the guide below and Contact Support afterwards.
After adding your address, it will be validated by Twilio, if it is not Valid, probably you need to upload documents to Twilio, please Contact our Support.
Make sure you've followed the first two steps, so you've passed your credit card details and address to your app.
Update Name and Country and click Search available phone numbers.
The options under Phone number type:
Now, choose an available phone number and click Buy.
That's all! You now have your new phone number for sending SMS.
If you want to buy a phone number for calls, follow the above instructions again; simply, select Phone number type, Local for "Voice" (calls).
Budget
Now, go to "Campaigns" -> "SMS/Call" -> Resources -> Budget. Here, you need to update your account balance in order to be able to send SMS or make calls.
Note 1: You won't be able to send the SMS campaign if you don't have call centre budget in amount of number of recipients * $0.05 - so for example, if you want to send a campaign to 2k users, you need to have in your budget at least 2 000 * $0.05, which equals to 100 USD.
Note 2: When call centre budget drops below 0, we will make a payment to top it up to 50 USD, so if an app has -1 USD in their budget we will charge them 51 USD.
If you want to know more about Twilio international phone number availability and their capabilities, click here.