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Feature Availability

Vtiger Editions:  One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

The Phone Calls module in Vtiger lets you integrate with different service providers and lets you:

• Make and receive calls from the CRM.
• Track, manage, and log every phone call with your leads, customers, and team members—ensuring no critical conversation slips through the cracks.  
• Create records for every phone call made or received.
• Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, and more.

The Phone Calls module lets you connect to other hosted telephony services such as  Twilio, ViciDial, and Knowlarity.

Knowlarity Integration with Vtiger

Integrating Knowlarity with Vtiger's Phone Calls module allows you to make and receive calls seamlessly within the CRM platform. With Vtiger's comprehensive CRM capabilities, you can streamline call management, automate follow-ups, maintain detailed call logs, and enable your sales/support teams to stay on top of all conversations and craft outstanding customer experiences.

Requirements

To integrate Knowlarity with Vtiger you need to:

• Have an active Knowlarity account. If you do not have an account, you must sign up with Knowlarity and create one.
• Provide your Knowlarity credentials during the configuration process in Vtiger.
• Install Vtiger’s Phone Calls module. 
• Integrate your Knowlarity phone number with the Phone Calls module in Vtiger.

Before configuring Vtiger you have to explain the IVR flow of your phone system to the Telephony service provider (Knowlarity) to ensure proper setup.

Benefits of Knowlarity Integration

The benefits of integrating Knowlarity with Vtiger CRM are:

• Get a 360 view of your business with call analytics, reports, insights, and more.
• Direct incoming calls from customers to connect support/sales agents.
• Quickly generate leads from inquiry calls without leaving your dashboard.
• Convert calls into an opportunity or a case while interacting with the customer.
• Capture information from an inbound call and save time by eliminating manual data entry.
• Record all conversations to fine-tune your sales pitch or to make a note of a customer’s requirement.
• Initiate outbound calls to customers directly from your CRM with just a click.

Configuring Knowlarity credentials in Vtiger

After registering with Knowlarity, you will be provided with a phone number, API key, and SR Number. Follow the following steps to configure these in Vtiger CRM.

1. Log in to the CRM.
2. Click the User menu on the top right.
3. Click Settings.
4. Select Phone Configuration under the Extensions tab
5. Click Add Gateway
6. Select Knowlarity from the drop-down.
7. Enter all the necessary details such as the API key and SR number provided by Knowlarity, callback URL, case/ticket, and Opportunity merge tags.

  

1. Click save.

Field Information

Field Name	Description
Gateway	Select the Phone Call provider from the drop-down
Gateway Status	Select the status of the gateway as Active / Inactive. If active, you get the gateway prompted to select during a phone call.
Default Gateway	Mark the gateway as default to automatically make a call from Knowlarity.
API Key	Enter the API Key provide by Knowlarity. You can find the API key in Settings > Call Flow > Plan Settings page.
SR Number	Add your SuperReceptionist phone number here.
Your Caller ID (For Outbound Calls)	The Knowlarity business number that is displayed to customers when they receive incoming calls from agents.
Callback URL	Enter your Portal Callback URL details
Ticket / Case Title	Create merge tags or add custom strings which will be used when Case is created from an Incoming Call Popup. E.g., Issue reported by $contacts-firstname$
Opportunity Name	Create merge tags or add custom strings which will be used when Opportunity is created from Incoming Call Popup. E.g., Opportunity with $contacts-firstname$ $contacts-lastname$
Vtiger Secret Key	Unique key generated for authentication, which has to be configured in Knowlarity.

Configure the extension number for each user

For each user who is allowed to handle incoming and outgoing calls from the CRM, the extension number should be configured in the User preferences page.

1. Open My Preferences.
2. Configure user number in Knowlarity Extension field under “Phone Preferences” block

3. Number Format: [Country Code][Agent_Phone_Number], Ex: +919876543210

   

Once the configuration is completed on both sides, i.e., Vtiger and Knowlarity, you are now ready to make and receive calls in the CRM.

Enabling Vtiger integration in Knowlarity

After you have successfully configured the Knowlarity gateway in Vtiger, you have to set up Vtiger details in your Knowlarity account.

Follow these steps to connect Knowlarity with Vtiger:

1. Log in to Knowlarity.
2. Click on the Integrations tab.
3. Check for the Vtiger CRM plugin, and click on the Enable Now button.
4. Enter Vtiger details such as the Call back URL and Vtiger Secret Key.

5. Click Save to integrate.

Note: To set up IVR service and Auto-dialler functionality, please visit the Knowlarity website.

References

• Phone Calls Module Overview
• Built-in Phone Dialer in CRM with Plivo and Twilio
• ​​​Plivo
• Exotel
• Asterisk
• Telzio
• Knowlarity
• ViciDial