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Welcome to Twenty
Twenty is your CRM and call hub - one place for every contact, every call and your whole pipeline. Your job in a line: pick your client, pick a list, dial, tag, note. Twenty does the admin.
Logging in
Open your workspace link and sign in with your ORRJO email. Bookmark it - that's your CRM for the day.
dialler.orrjoplatform.com, where the calls actually happen). Keep both open.
The lay of the land
- Left sidebar - your call lists (saved views) and the main objects: People, Companies, Opportunities.
- Main area - the list you're working, or a contact's record and timeline.
- Top bar - search anyone by name, company or number.
- The Dialler - your client picker, the contact card, and the phone.
Each page in this handbook takes one of these in turn. You'll never need all of it at once - work through it as questions come up.
Your links
Everything in one place
Bookmark these four - they're your whole toolkit. Keep Twenty and the Dialler open side by side while you work.
The Dialler
Where you make calls
All calling happens in the Dialler. It shows who you're on and has the phone built in - you barely touch it, it just works alongside Twenty.
1. Pick your client - every session
At the top of the Dialler, choose the client you're working. Every call then routes to that client's CRM.
2. Power Dialer - work a whole list
In Twenty, open a call list and select everyone, then start the Power Dialer. It rings through the list one after another - you just talk and tag. As it connects, the contact's details appear on your card.
Click-to-call - one-off
Need to ring a single person? Click their number anywhere in Twenty and the Dialler picks it up.
Didn't connect?
No answer or voicemail is normal. Just tag it (No Answer / Voicemail) and move on - Twenty automatically schedules the next attempt and the contact reappears on your Recalls due list when it's due. You never have to remember to try again.
Lists & views
Your call lists
A "list" (or saved view) is just a filtered set of contacts. You work the list, and it shrinks as you go. Some are built for you; you can make your own too.
The ready-made lists
- ๐ New - to call - fresh contacts nobody's rung yet. Your bread and butter.
- ๐ Recalls due - no-answers that are due another try today.
- ๐ฅ Hot leads - people who showed interest; chase these first.
- ๐ต๏ธ Unknown numbers - numbers we dialled that weren't in the system yet - name them up.
- ๐ LinkedIn - to work - people added from LinkedIn, ready to call.
- ๐ Campaign lists - named pushes for the client's current campaigns.
Where your lists come from
You don't import data - Ops does. When a client sends new data (from Close, Cognism or LinkedIn), Ops loads it into Twenty and it lands as a named ๐ campaign list in your sidebar, already filtered to the callable contacts. New campaign, new list appears - you just pick it up and work it.
Working a list to zero
Open a list, select everyone, Power Dial. As you tag each call, that contact drops off the list - so the number ticks down to zero. That's the goal: clear the list.
Naming unknown numbers
The ๐ต๏ธ Unknown numbers list is numbers we dialled that weren't in the system yet - Twenty saved a placeholder ("Unknown +44...") so the call wasn't lost. Your job is to work out who they are and turn the placeholder into a real contact.
- Open one - the call's note and recording usually tell you who you reached; if not, search the number or check LinkedIn.
- Fill them in - open the record and replace "Unknown" with their real name, then add the company and job title. The number's already on there from the call.
- Clear the "Unknown numbers" label so they leave this list and become a normal contact you can drop into a proper list and work.
Build your own list
- Filter the People table - a job title, a city, a lead source, "not called yet".
- Save it as a view and name it. It appears in your sidebar to work any time.
Notes & reporting
Leave a good note
Your note is the account's memory - the next call picks up exactly where you left off. It's also what powers the client's reporting, so a good note is real work, not admin.
How to note
Jot a quick line in the Aircall wrap-up when you hang up, or add a comment on the contact any time. It lands on their timeline with the call.
The "call back at 4pm" trick
Write a time in your note - call back at 4pm or call back Thursday - and Twenty creates the follow-up task at that exact time, assigned to you. No separate reminder needed.
Notes and the client dashboard
Every client has a live reporting dashboard. Right now it reports the outcomes - meetings booked, leads generated, pipeline - all driven by your tags.
On top of that, we're banking the market intelligence from your notes: what system a prospect uses today, their objections, how warm they were, whether they'd heard of the client. That deeper reporting isn't switched on for everyone yet, but every client is primed for it - so the intel you capture now is ready to light up when we turn it on.
Booking a meeting
When you book a meeting
A booked meeting is the win we report on - so it's worth getting the details right. It's three quick things.
- Tag the call Answered - Meeting Booked. That creates the opportunity at the Meeting Booked stage and sets it to Upcoming, source Phone, automatically.
- Set the date & time. Open the opportunity and fill in Meeting Date & Time - so it shows on the calendar and in reporting.
- Update attendance after it happens. Change Meeting Attendance to Attended once it's done - or Awaiting Reschedule / Cancelled if it didn't go ahead.
Booked another way?
If the meeting came from LinkedIn or email rather than a call, set Meeting Source to match (LinkedIn / Email / Webinar) so the reporting credits the right channel.
Pipeline
Opportunities & stages
An "opportunity" is a prospect in the pipeline. You don't build it by hand - your tags move it - but it's worth knowing what the stages mean.
- Nurture - in the pipeline, not worked yet, or "keep warm".
- Lead Generated - showed some interest.
- Lead Engaged - a real conversation, genuine interest.
- Meeting Booked - the goal. A meeting is set.
- Closed Lost - not going anywhere (not interested / DNC).
Tag Answered - Lead Generated and the opportunity moves to that stage. Tag Answered - Meeting Booked and it jumps to the Meeting Booked stage. You can drag a card between stages yourself too, but tagging does it for you.
Tasks & recalls
What's due, and when
Twenty keeps your day organised for you - the calls you owe show up as tasks, and no-answers come back on their own.
Your tasks
A task like ๐ Call Dana Whitfield is something due. Your follow-ups (from an Answered - Contact Later tag, or a "call back Thursday" note) land here too, assigned to you, at the right time. Calling the person ticks the task off automatically - you rarely close one by hand.
Recalls - the cadence
If someone doesn't answer, Twenty tries again on a schedule (roughly day 2, then 5, then 9, and so on) up to a set number of attempts. Each time, they reappear on your ๐ Recalls due list on the right day. When they answer, or hit the limit, they drop out. So a contact "coming back" is the system working, not a glitch.
Adding contacts
The LinkedIn Loader
Spotted a solid prospect on LinkedIn? Add them yourself with the Loader - no waiting on Ops. It takes a few seconds and drops them straight into a list to call.
How to use it
- Open the Loader at
loader.orrjoplatform.comand sign in with the team passcode. - Pick the client they belong to - same as the Dialler, this decides which CRM they land in.
- Pick the list to file them under - your client's vertical, or your own "misc" bucket for one-offs.
- Fill in what you have and submit.
What you can fill in
- LinkedIn URL - the main one; paste their profile link.
- Name, company & job title - who they are.
- Email or phone - only if you already have them; leave blank if not.
Where they go
They're created in the client you picked, filed into a ๐ LI import list (named for the vertical or you), and they show on your ๐ LinkedIn - to work list, ready to call. If they're already in the system, the Loader updates their record rather than making a duplicate.
Email on the timeline
Your emails show up against contacts automatically, so the whole story of an account is in one place.
- It syncs both ways - emails you send and receive from the client mailbox appear on that contact's timeline, next to the calls.
- You still send from your inbox - Gmail / Smartlead as normal. Twenty logs your email; it doesn't send on your behalf.
Do Not Call
When someone says stop
If a contact asks not to be called, or is clearly a hard no, we respect it immediately - and Twenty makes that one action.
- Tag Answered - DNC on the call. That flags the contact and drops them off every list, permanently - you won't ring them again.
- Same for a corrected number: note the new one and Twenty updates the contact.
When something's off
Quick fixes
Most snags are one of these. If it's none of them, grab Ops.
My call didn't log
Check you had the right client selected in the Dialler when you rang. Give it a minute - it can take a moment to appear. Still nothing? Tell Ops with the number and rough time and it can be sorted.
I called on the wrong client
Fix the banner for your next calls, and tell Ops - a call logged to the wrong client can be moved across.
I can't find a contact
Use the search bar up top - name, company or phone number all work. If they're genuinely not there, they may not be loaded yet (that's an Ops data job).
A contact keeps coming back
That's the recall cadence doing its job - a no-answer returns on Recalls due until they pick up or hit the attempt limit. Working as intended.
Who do I ask?
Anything the handbook doesn't cover - data, access, a call that misbehaved - is an Ops job. Flag it and keep dialling; calling never has to stop.