Twilio for Freshdesk

• Receive incoming Twilio messages as Tickets within Freshdesk.

• View the message received as a note within the ticket.

• Click on the Twilio icon to access Twilio for Freshdesk.

• Select the Twilio sender to send the message from.

• You can now view the history of Twilio chats with this contact.

• Enter the message to be sent or insert any pre-defined template.

• You can also insert the ticket fields within the message.

• Click on 'Reply' to send the message.

• You can also add internal notes within the chat.

• Enter the content.

• Click on 'Note'.

• Access any Freshdesk contact where you can access the Twilio application.

• Select the Twilio sender to send the message from.

• You can now view all the chats held with this contact. 

• Enter and send the message to the contact.

• Click on the bell icon within the application to view the updates regarding the incoming Twilio messages.

• Here you can differentiate between the read and unread messages.

• Access the Freshdesk ticket from the notification.

• Access the Twilio chats associated with the notification.

• You can also delete any notification if required.

• Furthermore, receive desktop notifications for the incoming Twilio messages.

• Click on 'Enable now' to access the settings of desktop notifications.

• Activate the feature 'Enable Desktop Notification on this device'.

• Click on the '/' button within the app or enter '/' within the text box to access the templates.

• Click on '+ New Template' to create a message template.

• Enter the name of the template.

• Enter the content of the template.

• Insert placeholders of required.

• Save the message template.

Note: In case of Twilio approved WhatsApp templates, create a local template following the process above with the Twilio approved name and content.

• You can now choose the template required to insert the pre-defined message.

• Click on the edit icon to modify the template.

• Delete any template if required.

• Select Incoming events sync.

• Enable the option 'Capture incoming messages'.

• We now have to configure the number from which the incoming Twilio messages are to be received.

• Click on 'Add Numbers Now'.

• Once redirected to the Twilio senders page, click on 'Add Senders'.

•  Select the sender type as 'Phone Number' for SMS messages and 'WhatsApp Number' for WhatsApp messages.

• Select the numbers required from the list of Twilio senders.

• Click on 'Add Phone Numbers'.

• You will now be able to receive incoming Twilio messages from the added numbers.

• Select the option Tickets from the drop-down if you wish to create new tickets for incoming Twilio messages.

• Enable 'Listen for ticket public comments to send replies' in order reply toTickets via Twilio using the comments option.

• Select Manage App Users.

• Here you can view the list of users within the Freshdesk account.

• Click on 'Add' to enable the user to access the Twilio account in Freshdesk.

• Click on 'Remove' to disable the access for the users.

• Select 'Reset App Configurations'.

• Enter 'confirm'.

• Click on Reset.

• View all the SMS & WhatsApp conversations held through Twilio.

• Select any conversation to view the complete history of chats held with the contact.

• Enter the message or insert a message template.

• Click on Reply to send the message.

• You can also add an internal comment using the Note option.

• Highlight any particular message using the pin or star option.

• Click on the Pin icon to easily access a particular message within the chat.

• Click on the Star icon to add the message to the list of Starred Messages.

• Edit the name of any contact within the inbox as per your requirements.

• Click on 'New' to initiate a new Twilio conversation with any customer

• Assign the Twilio conversations to Freshdesk agents.

• Click on the assignee drop-down to view the list of Freshdesk agents.

• Select the agent to assign the chat to.

• Stay up to date with the happenings of any contact using labels.

• Click on the labels drop-down to view the list of labels and assign the appropriate label to the chat.

• You can also create your custom labels as needed.

• Click on Add label.

• Select the color and enter the name of the label.

• Click on '+Add'.

• Click on 'Edit Labels' to modify existing labels.

• Edit the name and colour of any existing label.

• Rearrange the order of labels.

• Delete any label if required.

• Click on the clock symbol within any conversation to add a reminder for the contact.

• Set a reminder for an hour, day or week ahead.

• Furthermore, select a custom date and time to set your reminder.

• Set the reminder within the contact

• Click on the search icon to search for the conversation of any contact number or name.

• Access the unassigned Twilio chats to assign the chats and reply to the conversations.

• Access the Mine section to view the chats assigned to yourself.

• Access the reminders to view the completed, upcoming and overdue reminders.

• Select any label to view the conversations pertaining to a particular label.

• Click on the Filter icon to view all the filters available.

• Here you can filter the unread messages and messages for which you need to reply.

• Use the 'Filter by Agents' filter to view the Twiliioconversations of a particular Freshdesk user.

• Use the 'Filter by Status' option to filter conversations based on the label used.