Twilio for Freshsales CRM

About

Freshsales is a cloud-based customer support software that is easy to use. With multiple support channels available, including live chat, email, phone, and social media, you can help customers through their preferred communication methods. As communication is the major bridge between the company and the customers, it must be efficient and effective to connect and reach people on time.

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 Hubspot are integrated to make customer communication more easier and faster. "Twilio for Freshsales CRM" has intelligent features so that the messages reach the end users and make them comfortable without losing communication.

Pre-requisites for app installation

  • Should have Freshsales account

  • Should have Twilio account

  • Should have approved templates for initiating conversations with clients

Features

  • Send single messages to customers

  • Send bulk messages to customers

  • Send messages from the full-page view

  • Receive incoming messages inside Freshsales CRM

  • Send messages from the Contacts, Deals, Accounts, and Lists module

  • Have a record of messages inside Freshsales CRM

  • Send automated messages to customers

Communication channels

The communication channels that can be used with this Freshsales integration are the SMS channel and WhatsApp channel.

SMS Channel

For using the Twilio SMS channel, a Twilio number has to be purchased. It is a two-way communication that is used for both sending and receiving SMS from clients. There would be a conversation cost for the messages sent using Twilio. The process of purchasing a Twilio number for the SMS channel can be found here.

WhatsApp Channel

For enabling Twilio WhatsApp Channel, there is a process of signing up a request to access the channel. Twilio approved templates are required inorder to initiate a conversation with your clients. The process of the same can be found here. The two types of messages available with this channel is template message and session message.

Application Installation

Step 1: Go to the Freshworks marketplace and search for the application "Twilio for Freshsales CRM" and install the application. Now, refresh your Freshworks account and view the Twilio icon on the left panel and click the same.

You have to sign in to Ulgebra using the Freshworks mail ID using any one of the options displayed.

Step 2: Now, you have to authorize your Freshworks account where you can view your Freshworks domain auto-filled. Enter your Freshworks API key in the space provided and click the "Authorize Now" option to authorize the account.

The process to get the API key: Click your Freshworks account profile at the top right --> Click "Settings" --> API settings --> API authentication --> Copy the API key.

Step 3: Now, you have to authorize your Twilio account by entering the Twilio credentials.

Use the "Get here" option to get the Twilio Account SID and Auth Token. Click the "Authorize" option to authorize the Twilio account.

Step 4: Once you click the "Get here" option, you will be redirected to your Twilio account console from where you can copy your Twilio Account SID and Auth Token.

Step 5: Now, enable the incoming messages feature and select the "Contacts" module to create a new record when a new Twilio message is received. Then, connect your Twilio number by clicking the "Add Numbers Now" option.

Step 6: You will be re-directed to your Twilio account. Click the "Add Senders" option to add the Twilio number.

Step 7: Select the type of sender from the drop-down and click "Continue".

Step 8: Select the number you want to use with the extension by clicking the check box and then click the "Add Phone Numbers" option.

This is is the installation of the application "Twilio for Freshsales CRM".

Application Working

1) Send single messages to Freshsales contacts

Step 1: Go to any of the Freshsales contacts. Scroll down and check for the option "Twilio for Freshsales CRM" on the left panel.

This feature is available in the Lists, Accounts, and Deals module also.

Step 2: Select the Twilio sender from the drop-down. You can view the mobile or phone field of the contact added. Add default country code with the number if the number does not contain the country code with it.

Enter the message in the text box or insert templates. And, add emojis if required. Once done, click the "Send SMS" option to send the message.

Step 3: Once the message is sent, you will get notified of the sent message inside Freshsales CRM. You will also get notified that the message is added to the notes.

Step 4: Also, you can view the sent message added as notes inside the particular contact under "Activities" section.

2) Send Bulk messages to contacts

Go to any of the Freshsales contacts and use the "Add recipients" option to send bulk messages. The four ways to add recipients are:

  • Select a created list from the drop-down.

  • Select a filter from the drop-down.

  • Search and add contacts.

  • Add each numbers manually.

This feature is available in the Lists, Accounts, and Deals module also.

3) Send messages from full page view

Click the Twilio option available at the bottom of the left panel and send either single or bulk Twilio messages to clients.

4) Add additional Twilio Senders

Step 1: Click the Twilio option available at the bottom of the left panel and then, click the "Add New Sender" option from the Sender drop-down.

Step 2: Select the type of channel. Enter the Sender ID and Display name. Select the Visibility type as to be viewed only by the admin or by all users. Once all the required details are entered, click the "Save Sender" option.

Step 3: Once done, you can fetch the sender from the drop-down. You can also pin the sender in default or delete it anytime.

Step 4: Once the WhatsApp Sender is added, select the WhatsApp sender and insert the required template message. You can also add attachments/emojis if required. Once done, click the "Send WhatsApp" option to send the WhatsApp message.

Step 5: Now, you will get notified of the sent message and its status.

5) Create and manage templates inside Freshsales CRM

Step 1: Click the Twilio option available at the bottom of the left panel and then, click the "Add New Template" option.

Step 2: Enter the template name and enter the template message content in the text box. You can also fetch values using the "Insert fields" option.

You can also insert emojis/smileys using the available option. Select the Visibility type as the template has to be visible only for the admin or for all users.

Once all the required details are entered, click the "Save template" option so that the template will be saved and can be fetched later.

Other additional features

Go to any of the Freshsales contacts and click the "Twilio for Freshsales CRM" option on the left panel.

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

  • View your authorized Freshworks and Twilio accounts. You can also re-authorize your accounts.

  • Get the workflow webhook URL and parameters.

  • Get desktop notifications of the messages.

  • Configure incoming messages feature.

How to get desktop notifications of Twilio messages?

Step 1: Go to any of the Freshsales contacts and click the "Twilio for Freshsales CRM" option on the left panel.

Click the profile and check for the option "Message Notifications" and sign in to Ulgebra with the Freshsales mail ID using any one of the sign-in options.

Step 2: Now, enter the user's email ID in the space provided and click the "Add User" option.

Step 3: After adding the user, copy the "Subscriber Invite Link" and share it with the respective user for configuring the incoming message notifications on their desktop.

Step 4: The user has to copy and paste the invite link into their chrome browser and sign in to Ulgebra with Freshsales mail ID using any one of the sign-in options.

Step 5: Once signed in, click the "Start receiving notifications on this browser" option.

Step 6: The user has to enable the notification to receive incoming Twilio message notifications.

Step 7: Now, you can view that the invite is being accepted and the inviter mail ID is recorded for reference.

This is how you can setup desktop notification of messages for Freshsales users.

How to configure the incoming message feature for WhatsApp Sandbox?

Step 1: Go to any of the Freshsales contacts and click the "Twilio for Freshsales CRM" option on the left panel.

Click the profile and check for the option "Incoming events sync" .

To configure incoming message for WhatsApp sandbox number, click the "Add Numbers Now" option.

Step 2: Click the "Integration" option and copy the Request URL from the Twilio account.

Step 3: Paste the same on the Twilio WhatsApp Sandbox Configuration in both the boxes and "Save" it.

Once done, you can view the incoming messages from the WhatsApp Sandbox number recorded inside the Freshsales contacts.

Send automated messages to Freshsales contacts

Step 1: Go to admin settings and check for the option "Workflows".

Step 2: Click the "Create workflow" option to set up a new workflow to send automated Twilio messages.

Step 3: Name your workflow and provide some descriptions if any. Select the module for which you want to set up the workflow and select the appropriate conditions for the workflow to meet.

Step 4: Now, add the action from the drop-down to happen once the conditions are met.

Step 5: Select the "Trigger Webhook" option.

Step 6: Select the Request method as "Post". Enter the webhook URL in the callback URL section.

Select the encoding type as "JSON" and compose request body as "Advanced".

Copy and paste the workflow code in the space provided.

Step 7: For getting the webhook URL and workflow code, go to any of the Freshsales contacts and click the "Twilio for Freshsales CRM" option.

Click on the profile icon and check for the option "Workflows".

Step 8: Copy the webhook URL and workflow code. Paste the same in the required spaces in the workflow setup.

Step 9: Replace the "Fill_Here" option with the required values. You can insert the values using the "Insert placeholder" option available.

SMS Parameters:

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

"To" - Enter the phone number field of the client (Click the "Insert Placeholder" option and fetch the number field value.)

"Body" - Enter the message content

"module" - Enter the module name in lowercase (Eg. "contacts")

"recordId" - This can be the contact ID

MMS Parameters:

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

"To" - Enter the phone number field of the client (Click the "Insert Placeholder" option and fetch the number field value.)

"Body" - Enter the message content

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

"module" - Enter the module name in lowercase (Eg. "contacts")

"recordId" - This can be the contact ID

WhatsApp Parameters:

"from" - Enter the Twilio Approved WhatsApp number.

"to" - Enter the phone number field of the client (Click the "Insert Placeholder" option and fetch the number field value.)

"Body" - Enter the approved message content.

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

"module" - Enter the module name in lowercase (Eg. "contacts")

"recordId" - This can be the contact ID

Note: If you don't have a country code 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{Phone number}" where {Phone number} is the field you fetch using the "Insert Placeholder" option.

Step 10: For inserting the placeholder, keep the cursor where you want to enter the value and click the "Insert Placeholder" option. Select the required value from the drop-down. Eg. You can give the record ID value as the contact ID.

Step 11: Once you have selected the placeholder, "Save" it. Now, the required placeholder value will be added to the workflow code.

Step 12: The Process to send multiline messages:

If the message content contains multiline and some new lines or breaks, follow the steps below before entering the message "Body":

  • Go to any of the Freshsales contacts and click the "Twilio for Freshsales CRM" option.

  • Click on the profile icon and check for the option "Workflows".

  • Enter the Multiline message in the first provided text box.

  • You will get a text in the second text box which you should copy.

  • Paste the same in the workflow for the "Body" parameter.

  • Add the placeholder values if you have any in the message content.

Step 13: Once all the values are added, click the "Save" option and save the workflow.

Step 14: Now, enable the workflow by clicking the "Enable" option and activate it.

Step 15: Now, the workflow has been created and automated messages will be sent whenever the conditions are met.

This is the installation and working of the application "Twilio for Freshsales CRM". Thus, in this way you can send out and receive Twilio messages inside Freshsales CRM and track the chats with the customers without any time delay.