by Rolustech

Unify communications within SugarCRM! Leverage Twilio to make calls, send SMS chats, and launch SMS campaigns directly from your CRM. Enhance customer engagement and streamline workflows.

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Development for RT Telephony is being suspended. However, we will continue to provide support for the latest release for the foreseeable future, until we can make a decision that suits both the users and the development team. The plugin is compatible with SugarCRM v. 13.1 as of its latest release.

We apologize for any inconvenience this may cause, but to maintain the quality of our products and services, we deem this is a necessary step. If you have any queries or concerns, please contact to talk to our representatives.

Introducing RT Telephony

Effective communication is key for any business looking to maximize potential sales and minimize support call loads. RT Telephony for SugarCRM provides you with the tools to do just that. Features like SMS Conversations, Click to Call, voice recordings of all your calls among many others, provide a great integration of telephony services into SugarCRM as well as SugarCRM.

Click to Call

On any 'Phone' field from any module (custom or default), including Leads, Contacts, and Accounts, click on the call button to initiate a call. Based on your preference, the call can be made via your account's twilio number or a personal number. If call recording is enabled, each completed call is saved in the form of a voice recording, and attached to the related record.

Screen Pop for Inbound Calls

If someone calls, this integration checks for any available Sugar user. The call is then displayed in a popup to that end user and if the contact exists in the CRM, the contact's information is also displayed in the pop-up. After the call is complete, all call-related information is stored in the CRM along with a recording of the call.

IVR and Voicemail

RT Telephony also provides the option to send the calls to voicemail. You can even set up extensions for your users so that any incoming calls are prompted to dial the appropriate extension to reach that user. You will need to manually enable these features when setting up RT Telephony on SugarCRM.


In addition to verbal communication, RT Telephony supports textual conversation, SMS Campaigns, and predefined SMS templates. SMS conversations can be started with any Contact, Lead, or Account as long as there is a phone number associated with them.

SMS Campaign

You can create and initiate SMS Campaigns for targeted contacts by creating target lists and scheduling messages to be sent to those lists. You can also create SMS templates and save them to use in campaigns. When creating a campaign, simply choose your template, set the time you want to initiate the campaign, and attach a target list. From the campaign record's menu, choose " Run this campaign" to get it started.

Installation Guide

Check out the documentation for the guide on how to install and set-up Telephony for your Sugar instance, or visit the website.


RT Telephony offers both monthly and yearly subscription options. Click here for pricing details.

Contact Us

If you have more questions, we'll be happy to answer them. Send us an email at with your query and we will get in touch. Otherwise, you can create a case/question for us here. To learn more about our company and other Sugar solutions we offer, please visit our website.