Setup Twilio SMS in Zoho CRM in a few steps

About

Zoho CRM is one of the best cloud-based Customer Relationship Management software which makes the entire working of the sales team easy.  It is utilized and used in large numbers from small to medium-sized businesses. This CRM helps engage customers faster and keeps an update of all the information. 

Twilio provides cloud-based communications via API. Twilio Messaging uses its API to allow users to send and receive SMS and MMS. Hence Twilio and Zoho CRM are integrated to make customer communication easier and faster. Ultra Twilio WhatsApp SMS MMS for Zoho CRM have intelligent features so that the messages reach the end users and make them comfortable without losing communication.

Pre -requisites for app installation

Features

Application Installation

Step 1: Go to Zoho marketplace and install the extension  following the below steps.

Step 2: Select the check box by agreeing to the terms and conditions and click Continue.

TwilioWhatsAppSMSAuthorization

Step 3: Choose the profiles to whom you want to install the application in Zoho CRM and click Continue.

Step 4: Now your extension is successfully installed.

Authorization

Step 1: To authorize the extension go to your "Leads" Module and open any of the leads. Inside your Lead click on the "Send Twilio Message" Option.

Step 2:  Initially you have to authorize your Zoho CRM. Click on "Authorize Now" option.

Step 3:  Once your Zoho CRM is successfully authorized, you have to log in to proceed further. You can either use the "Sign in with email" option or else you can use the  "Sign in with Google" option. 

Note: The sign-in mail doesn't have to be your Twilio login mail. You can use your Zoho CRM mail for signing in.

Step 4: Now you have to authorize your Twilio account by entering your Twilio credentials. You can use the "Get here" option to get your Twilio credentials.

Step 5: Once you click on the "Get here" option you will be re-directed to the Twilio console page, where you can copy your Twilio SID and Twilio Auth token and paste it into the given space inside your Zoho CRM and click Authorize now option.

Now you have sucessfully authorized your Zoho CRM and Twilio account.

How to add Twilio Numbers?

Step 1:  Once you have successfully authorized your Twilio account and Zoho account, you will be prompted with the option to add Twilio Numbers. Click on the "Add Numbers Now" option.

Step 2: You will be re-directed to the Twilio page to add your senders. Click on the "Add senders" option.

Step 3: Now select your Sender type from the drop-down and then click "Continue".

Step 4: Now select the phone number which you wish to connect with your Zoho CRM account for sending messages and then "Add phone Numbers" option.

Step 5: Now your Twilio number is successfully assigned to the Ulgebra service for sending messages. Now go back to your Zoho CRM.

Step 6: Once the numbers are successfully configured, you can enable the incoming messages feature. When a new message is received to your Twilio number, you can select the module under which you want to save the respective record inside your Zoho CRM. You can select the module from the drop-down option. Before creating a new customer in Zoho CRM, it will be checked with the existing clients in the CRM under the selected modules. If an existing client is found, then the incoming message will be synced with the existing client's profile.

Your Twilio numbers are successfully configured and you are all set to send messages using your Twilio Number from CRM.

How to add additional senders?

Step 1:   Go to any of the Zoho CRM leads/contacts --> Click the "Send Twilio Message" option from the top-right drop-down. Selec the "Choose sender" option and then select "Add New Sender".

Step 2: 

Now you can able to view the additional sender you have added. You can able to send messages to your customers using both the sender Id.

Now the configuration of extension is successfully done and you are all set to send messages using the Twilio extension.

How to send Twilio Messages from Zoho CRM?

Send Twilio SMS Messages from Zoho CRM:

Step 1: Go to the Leads module and open any of the Leads to whom you want to send the message. And then click the "Send Twilio Message" option.

Step 2: 

Step 3: You will be notified once your Message is successfully sent to your customers.

Step 4: Under the Twilio Messages option inside your Lead you can able to view the History of messages you have sent and received to that particular lead.

Chat view inside your Leads.

Note: Same as Leads you can also send messages from the Contacts, Deals and Accounts Module.

Send Twilio SMS Messages in bulk from Zoho CRM

Step 1: To send Bulk SMS messages go to the Leads list view and select one or more leads to whom you want to send bulk SMS messages. After selecting the leads click the "Send Twilio Message" option.

Step 2: Select your Sender Id.

i)Configure your Mobile number field, to which phone number field you wish to send messages. 

ii)Configure your default country code option. You have multiple options for configuring the country code.

iii)Enter your Message and then click "Send SMS".

How to send Twilio SMS Messages to a specified Filter of leads in Zoho CRM?

Step 1:

Step 2:

Note: Same as Leads you can able to send Bulk SMS messages from the Contacts, Deals and Accounts Module. You can send message to specified list for other modules as well.

Other additional features

Go to any of the Zoho CRM leads/contacts/deals/accounts modules and click the "Send Twilio Message" option on the top right corner.

Click your profile at the top right to view the additional features.

How to create template Messages?

Step 1: To create templates go to your Leads module and open any of your Zoho CRM lead. And then click the "Send Twilio Message" option.

Step 2: Click on the "Insert Template" option.

Step 3: Select the "Add New Template" option for creating new templates.

Step 4:  Enter the name for your Twilio template and enter the message which you wish to save as template Messages. You can also insert the User's field and the Lead's field for sending personalized messages. You can also copy and paste the content of your Twilio-approved templates and save it inside your Zoho CRM.

Step 5:  After entering the Message you have to set the visibility of your Template. You can either make the template visible for all users in your Zoho CRM or else you can create the template for your own without sharing it with other users.

Step 6: Click on the "Save Template" option

Step 7: Once you have successfully created your template you can able to view them under the drop-down which can be used for sending it to your customers.

View all the conversations made through the Twilio account inside your Zoho CRM:

Conversations view


Notify customers with Twilio messages using workflows

Step 1: Go to any of the Zoho CRM leads/contacts --> Click the "Send Twilio Message" option from the top-right drop-down --> Click the profile picture --> Click "Workflows". Copy the webhook URL.

Step 2:Copy parameters from the desired section.

Step 3:Click Settings --> Automation --> Workflow rules --> Create rule. Enter the workflow name, Module name for setting up the workflow for that particular module. Enter and fill in the necessary details required in the workflow and use webhook for invoking the workflow.

Step 4:Give a name for the Webhook and select the method as POST. Paste the webhook URL in the space provided which you have already copied from the extension configuration page.

 Step 5:Under "Body", select the Type as "Raw" and Format as "JSON". Paste the parameters in the space provided and replace the "FILL_HERE" option with the required values.

SMS Parameters

"from"             -  Enter the Twilio Sender ID or SMS phone number

"To"                   -  Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

"Body"            -  Enter the message content

"module"       -  Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"Channel"     - SMS

"recordId"    - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

MMS Parameters

"from"            -  Enter the Twilio Sender ID or SMS phone number

"To"                  -  Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

"Body"            -  Enter the message content

"Mediaurl"    -  Enter the media URL of the image you want to send

"module"      -  Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"Channel"    - MMS

"recordId"   - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

WhatsApp Parameters

"from"                     -  Enter the Twilio Approved WhatsApp number.

"to"                           -  Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

"Body"                    -  Enter the approved message content.

"Mediaurl"           -  Enter the media URL if you have any. Or else, remove this parameter

"module"               Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"recordId"            -  It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

Once entered all the values, click the refresh option so that you will get the preview URL. Now, click the "Save and Associate" option to save the webhook.

Note: If you don't have country code to the leads inside the CRM you can configure the country code value in the workflow. You can add them in the workflow parameter "To". 

Example: "To": "+91${Leads.Phone}".

Step 6:Now that your workflow is successfully created, whenever a lead meets the desired workflow condition the workflow will be triggered and a Twilio message will be sent to the customer.

Twilio SMS History inside your CRM

Step 1: Click on the "Three dots" on the top panel and select the "Twilio Message History" option.

Step 2:You can able to view the list of all messages you have sent and received using your Twilio account. You can also use the Manage columns option to add additional columns and view detailed History. The history will be added for the automated messages as well.

How to share Twilio Credentials with other Zoho CRM users?

Step 1: Go to any of the Zoho CRM leads/contacts --> Click the "Send Twilio Message" option from the top-right drop-down --> Click the profile picture --> Click "Manage App users". If you are an Zoho CRM admin you can share your Twilio credentials with Zoho CRM users so that they can use your Twilio account for sending messages.

On the admin system:

On the user system:

The user while re-authorizing the Twilio account, they can either use the account shared by their admin or else they can use their own account for sending messages. To configure their own account click on the "Use another account" option.

How to enable incoming notifications on your Desktop?

Configuration on the admin system:

Step 1:

Go to any of the Zoho CRM leads/contacts --> Click the "Send Twilio Message" option from the top-right drop-down --> Click the profile picture --> Click "Message notifications".

Step 2:

Step 3: After adding the user you can copy the "Subscriber invite link" and share it with the respective user for configuring the incoming message notifications on their desktop. 

Configuration on user system:

Once it is done you can able to receive notifications for the incoming messages  inside your browser.

If you click on the desktop notification you will redirected to the specific lead associated with that number in your CRM.

Inside the specific lead you can use Twilio inbox option to make one to one conversations.