Phone calls with customers are still part of everyday business in many companies, but they often run through a separate phone or softphone program, detached from the CRM. As a result, nobody can trace without extra effort when which customer was called and what was discussed. Especially when several employees are in contact with the same customer, the overview is often missing. A pure landline solution is also often impractical for employees who are not tied to a fixed workstation. That is why 1Tool integrates a softphone directly in the browser, technically based on Twilio Voice, and automatically documents every call in the CRM. This creates a single point of contact for customer data and customer conversations alike.
A softphone directly in the browser
Instead of running a separate phone or an additional softphone program, telephony in 1Tool is available directly in the browser. The technical foundation is Twilio Voice, which handles the actual calls. For employees, this means they do not have to switch between applications to make a call: the CRM in which customer data is maintained anyway is also the interface for telephony. This reduces the number of tools needed in parallel in daily work and avoids the break between the customer database and the phone system. Companies that have so far operated separate phone systems or softphone solutions alongside their CRM can use this functionality directly from 1Tool instead. This not only saves time in daily work, but also reduces the number of logins, licences and programs that have to be managed across the company. New employees therefore need no separate setup step for telephony beyond their usual access to 1Tool.
Incoming calls as a pop-up
When a call comes in, 1Tool automatically opens a pop-up window directly in the application. From there, the call can be answered, rejected or hung up, without the need for a separate device or program. For employees who work in 1Tool anyway, this means incoming calls appear where they are currently working, rather than on a physically separate phone. Anyone working on a case for a customer can take an incoming call from that same customer immediately in the right context. This is especially practical when employees work from home or at changing locations, because no stationary phone is required to be reachable. Call handling remains simple: one click is enough to answer or end a call. For the team's availability, this means incoming calls reliably arrive regardless of an employee's physical location, as long as the browser with 1Tool is open. Telephony can thus also be supported in working models that are not tied to a fixed desk or office phone.
Complete, searchable call history
Every call is automatically recorded in 1Tool, linked to the relevant contact and the responsible employee. In addition, a note can be added to each call, for example to record what the conversation was about or which next steps were agreed. These entries build up into a searchable call history in which you can trace at any time who called which customer and when. For teams that work together on the same customer relationships, this creates a shared knowledge base, regardless of who originally made the call. New employees or colleagues stepping in at short notice can quickly get an overview instead of starting from scratch. When following up on customer conversations, there is no longer any need to keep notes separately, for example on paper or in another program. Everything that belongs to a call can be found directly on the respective contact in 1Tool.
Frequently asked questions
Do I need additional hardware or a separate phone program? No, the softphone runs directly in the browser within 1Tool, technically based on Twilio Voice. What happens when a call comes in? A pop-up window appears in 1Tool from which the call can be answered, rejected or ended. Are calls documented automatically? Yes, every call is recorded in a searchable history with the contact, the responsible employee and the option to add a note. How much effort does it currently take in your company to find out who last spoke to a particular customer on the phone?