Calling Setup

Admin only: Organization-wide calling setup is only available to organization administrators. You'll find it under Communications > Calling in the Organization section of the sidebar. Any member of an organization with calling enabled can verify a number they control from the phone menu in the top header.

Overview

Fondaro includes built-in outbound calling powered by Twilio. Once set up, your team can call leads directly from the CRM using the power dialer, with call recording, AI transcription, and post-call analysis.

Calling and email have separate pages under Communication in Organization settings. Open Calling for setup and phone number management, or see Email Setup for sending-domain configuration.

Prerequisites

Before you can enable calling, two prerequisites must be met:

1. Approved branding: Your branding settings must be submitted and approved. If branding is still pending, you'll see a message asking you to wait for review.
2. Active lead plan: You need at least one active lead plan subscription.

The Communications page shows a prerequisite checklist with the status of each requirement and links to complete any missing steps.

Initial setup

Once prerequisites are met, you'll see the Twilio configuration panel. Follow the on-screen instructions to connect your Twilio account and enable calling for your organization.

Calling tab

After calling is enabled, the page provides Calling and Regulatory Bundles tabs. The Calling tab includes:

Twilio configuration

Your Twilio connection status and account details. This is where the initial setup panel lives.

Phone numbers

Manage the phone numbers used for outbound calls. You can:

• View your active phone numbers
• Add new numbers
• Verify an office or mobile number you already control
• Configure whether a number is shared or assigned to specific members

Verify a number you already own

Verification lets a team member present an existing office or mobile number when calling from Fondaro. It does not purchase a number.

To verify your number:

1. Select the phone icon in the top header and choose Connect number.
2. Enter the number in international format, starting with + and its country code.
3. Start the verification call. Twilio calls that number in English and Fondaro shows a six-digit code.
4. Answer the call and enter the six-digit code on your phone when prompted. You do not enter it in the dashboard.
5. Fondaro checks the result. When verification succeeds, the number becomes your assigned presentation caller ID and appears in your caller-ID selector.

The dialog distinguishes a call that is still pending from one that is verified, failed, expired, cancelled, or temporarily unavailable. If the call fails or the code expires, retry to receive a new code. Closing the dialog is not the same as cancelling: once an attempt is pending, it remains active and you can reopen Connect number to resume status updates. Use Cancel verification to end the attempt in Fondaro. Cancellation cannot recall a verification call that Twilio has already started. Fondaro prevents overlapping attempts for the same number.

Presentation caller ID and routing number

A verified caller ID is the number the recipient sees. Your organization's purchased Twilio number remains the routing number that supports browser calling and incoming calls. Verifying your own number does not replace or release that routing number, and it does not change incoming-call routing.

If verification is not complete, outgoing calls continue to present the existing Twilio number. Fondaro never silently purchases another number as part of verification.

During initial admin setup, an organization without a routing number sees a separate Set up routing number step after caller-ID verification succeeds. The step shows the monthly price when it is available and requires an explicit action before Fondaro sets up the Twilio number. Recipients will still see the verified presentation caller ID.

Share or reassign a verified number

Newly verified numbers are assigned to the member who completed verification. An organization admin can open Communications > Calling, find Phone numbers on the Calling tab, and use the existing assignment control to reassign the number to one or more members or make it shared across the organization.

Only numbers visible or assigned to a member appear in that member's caller-ID selector. This keeps the existing organization and assignment boundaries intact.

Regulatory Bundles tab

The Regulatory Bundles tab handles compliance requirements for phone number usage in different countries. Depending on where you're calling, you may need to:

• Submit regulatory documentation
• Provide business address verification
• Upload identity documents

These bundles ensure your calling setup complies with local telecom regulations. The status of each bundle is displayed so you can track what's been submitted and approved.

Next steps

Once calling is configured, your team can start making calls from the CRM. See Calling in the CRM to learn about the power dialer, call controls, and call analysis.