Phone & SMS Setup

Last updated: January 2026

Overview

Ralivi integrates with Twilio to provide phone and SMS capabilities directly in your CRM. Make calls, send text messages, and track all communications with your contacts without leaving the platform.

What You Can Do

  • Purchase and manage phone numbers
  • Make outbound calls to contacts
  • Receive inbound calls
  • Send and receive SMS messages
  • View call history and recordings
  • Automatic activity logging for all communications

Getting Started

Admin Access Required: Only organization admins and owners can purchase and manage phone numbers. Contact your admin if you need phone access.

1

Go to Phone & SMS Settings

Navigate to Settings → Phone & SMS in Ralivi.

2

Choose Number Type

Select between:

  • Landline: Available immediately, no approval needed
  • Mobile: Requires regulatory bundle approval (1-2 business days)
3

Search for Numbers

Choose your area code (Sydney 02, Melbourne 03, Brisbane 07, etc.) and click "Search" to see available numbers.

4

Purchase Your Number

Click "Purchase" on your preferred number. The number will be immediately available for calls and SMS.

Landline vs Mobile Numbers

📞Landline Numbers

✓ Recommended for most users

  • Available immediately
  • No regulatory approval needed
  • Supports voice calls and SMS
  • Area codes: 02, 03, 07, 08
  • Lower cost

📱Mobile Numbers

⚠️ Requires approval

  • Requires regulatory bundle
  • 1-2 business day approval time
  • Needs business address
  • Admin must complete documentation
  • Higher cost

Setting Up Mobile Numbers (Advanced)

Australian mobile numbers require regulatory compliance. Here's what you need:

Step 1: Add a Business Address

Before creating a regulatory bundle, you need a verified business address:

  1. Click "+ Add new address" in the phone number search section
  2. Enter your business name and address
  3. Use street number and name only (no unit/apartment numbers)
  4. Twilio validates addresses strictly - use real, verifiable addresses

Step 2: Create Regulatory Bundle

Click "Create Regulatory Bundle" and provide:

  • Bundle name (e.g., "My Business Mobile Bundle")
  • Contact email
  • Business name
  • Business type (Corporation, Partnership, etc.)
  • ABN (optional but recommended)
  • Select your business address

Step 3: Admin Approval

After creating the bundle:

  1. A system administrator will be notified
  2. Admin completes additional regulatory documentation
  3. Bundle is submitted to Twilio for approval
  4. Approval typically takes 1-2 business days
  5. You'll be notified when approved

Step 4: Purchase Mobile Number

Once your bundle is approved, select "Mobile" as the number type, choose your approved bundle from the dropdown, and purchase your number.

💡 Pro Tip: If you need a number immediately, use a landline number. You can always add mobile numbers later once your regulatory bundle is approved.

Making Calls

From Contact Page

  1. Open any contact with a phone number
  2. Click the phone icon next to their number
  3. The call will initiate through your browser
  4. Add notes during or after the call
  5. Call is automatically logged to the contact timeline

Call Features

  • Browser-based calling (no phone required)
  • Call recording (optional)
  • Add notes during calls
  • View call duration and status
  • Access call history

Sending SMS Messages

From Contact Page

  1. Open any contact with a mobile number
  2. Click the SMS icon
  3. Type your message
  4. Click "Send"
  5. Message is logged to the contact timeline

SMS Inbox

Access your SMS inbox from Settings → Phone & SMS → SMS Messages tab:

  • View all SMS conversations in one place
  • See unread message counts
  • Reply to messages
  • Messages automatically link to contacts
  • Search conversation history

Call History

View all your call activity in Settings → Phone & SMS → Call History tab:

What You'll See

  • All inbound and outbound calls
  • Call duration and status
  • Which contact was involved
  • Call recordings (if enabled)
  • Notes added during or after calls
  • Date and time of each call

Managing Phone Numbers

View Your Numbers

Go to Settings → Phone & SMS → Phone Numbers tab to see all your organization's phone numbers, their capabilities (voice, SMS), and when they were purchased.

Release a Number

If you no longer need a number:

  1. Find the number in your list
  2. Click "Release"
  3. Confirm the action

⚠️ This action cannot be undone. The number will be returned to Twilio's pool and may be assigned to another customer.

Pricing

Typical Costs (Australia)

Landline number (monthly)~$1.50 AUD
Mobile number (monthly)~$3.00 AUD
Outbound call (per minute)~$0.02 AUD
Inbound call (per minute)~$0.01 AUD
SMS (per message)~$0.08 AUD

Prices are approximate and may vary. Actual costs are billed through Twilio. Check your Twilio console for exact pricing.

Troubleshooting

Can't find available numbers

  • Try a different area code
  • Switch between landline and mobile
  • Check if your Twilio account needs verification
  • Contact support if the issue persists

Purchase failed

  • For mobile numbers, ensure your regulatory bundle is approved
  • Check if you have a valid billing address
  • Verify your Twilio account has sufficient credit
  • Try a different number

Calls not connecting

  • Check your browser microphone permissions
  • Ensure you have a stable internet connection
  • Try refreshing the page
  • Use a different browser (Chrome recommended)

SMS not sending

  • Verify the recipient's number is a mobile number
  • Check if your phone number supports SMS
  • Ensure the message isn't too long (160 characters recommended)
  • Check your Twilio account status

Regulatory bundle stuck in pending

  • Contact your system administrator
  • Admin needs to complete documentation in Twilio Console
  • Approval typically takes 1-2 business days after submission
  • Use landline numbers while waiting

Need Help?

If you're having trouble setting up phone numbers or need assistance with regulatory bundles, contact your system administrator or reach out to support.

Go to Phone Settings →
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