# Daily use

Caller pop-ups, the Calls list, call logging, the Call button, recordings and texts in EspoCRM.

## When the phone rings

Within a few seconds of a call ringing at your extension or softphone, EspoCRM shows a pop-up with the caller's
Contact, Lead or Account. For an unknown number it offers **Create Lead** or **Create Contact**, with the phone number
filled in. The pop-up closes by itself when the call ends.

![EspoCRM showing an incoming call pop-up with the caller's contact and company](https://docs.sapiensandmachines.com/docs-media/573a056a2e64802f3e01.png "The pop-up names the caller and links to their record")

> [!NOTE]
> Pop-ups, the Calls list and the Call button need a **SIP Username** (Twilio) or **3CX Extension** (3CX) on your
> User. With 3CX, the ringing pop-up also needs the 3CX API client (see [Connect 3CX](https://docs.sapiensandmachines.com/en/espocrm-voip/connect-3cx)).

## Calls in the top bar

The phone icon in the top bar shows how many calls you haven't cleared yet. Open it to see your finished calls from
the last 7 days (answered, missed, voicemail, outgoing) and **Clear** them one by one or **Clear all**. With Twilio,
the browser phone's controls are at the bottom: **Turn on the browser phone**, answer or decline, mute, keypad and hang
up. Keep an EspoCRM tab open to receive calls; reloading the page during a call ends it.

![The Calls list in EspoCRM's top bar with two answered calls and one missed call](https://docs.sapiensandmachines.com/docs-media/15018637344c5849419a.png "Calls in the top bar")

## Calls are logged for you

Every call with a known Contact, Lead or Account becomes a **Call** on that record, assigned to you: *Inbound call
from …*, *Missed call from …*, *Voicemail from …*, *Outbound call to …* or *Unanswered call to …*, held or not held,
with its start and end. Missed calls and voicemails also arrive in the notification bell. Numbers that aren't in the
CRM aren't logged.

## Call someone

On a Contact, Lead or Account, open the **⋯** menu and choose **Call**.

- **Twilio**: your softphone (or the browser phone) rings first; when you answer, the customer's phone rings and sees
  your company number.
- **3CX**: the 3CX web client's dialer opens with the number, or the 3CX app through a phone link.

## Recordings and voicemail

When a call was recorded, its Call has a **Recording** panel that plays it inside EspoCRM. The audio stays in Twilio
or 3CX: EspoCRM streams it after checking that you may see that Call, and keeps no copy.

![A call in EspoCRM with its recording playing in the Recording panel](https://docs.sapiensandmachines.com/docs-media/8f450638375fb9f456fb.png "The Recording panel on a call")

## Texts

- On a Contact, Lead or Account: the **Text** action and the **Texts** panel show the conversation; type and send,
  and add pictures (JPEG, PNG or GIF, up to 5 per text and 5 MB in total). A text can be up to 1,600 characters.
- **Texts** in the top bar shows conversations with unread ones counted. **All texts** opens every conversation you
  may see, with search (a name, part of a number or words) and filters (number, unread only, dates).
- A new text pops up for a few seconds as *New text from …*, lands in the notification bell, and can also appear as a
  desktop notification if your browser allows it.
- If you may send from several numbers, choose the **From** number; replies go out from the number the customer
  texted.
- Each text you send shows its delivery status: *Sent to Twilio*, *Sent*, *Delivered*, *Not delivered* or *Failed*.

![The Texts page in EspoCRM with a list of conversations and one open conversation](https://docs.sapiensandmachines.com/docs-media/0fbdb1fea3f9d1c1a59a.png "All texts, with a conversation open")

### Who is alerted

A new text alerts, in this order: the user assigned to the matching record; if none, the user who last texted that
person; if none, the number's **Alert first** user. The number's **Also alert on every text** users get every text.

> [!NOTE]
> Customer portal users never see calls or texts.