Twilio WhatsApp & SMS for Freshsales Suite
After successful authentication for Freshsales and Twilio, you can view the Twilio icon in all the pages of Freshsales.
Send Twilio WhatsApp & SMS to Freshsales customers
Send bulk Twilio WhatsApp & SMS
Receive incoming Twilio messages inside Freshsales CRM
Have a record of Twilio messages inside Freshsales CRM
Send automated Twilio SMS & WhatsApp to customers
Access all Twilio conversations at once through the Twilio Inbox
Receive real-time notifications for incoming Twilio WhatsApp & SMS
Maintain the analytics of Twilio usage within Freshsales CRM
Send pre-defined WhatsApp & SMS to customers using message templates
The communication channels that can be used with this Freshsales integration are the SMS channel and WhatsApp 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.
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.
Sign in to Ulgebra using your Freshsales email id.
In order to authorize the Freshworks account, enter your Freshworks domain.
Enter your Freshworks API key.
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.
Click on 'Authorize Now'.
We now have to authorize the Twilio account by entering the Twilio credentials.
Use the 'Get here' option to get the Twilio Account SID and Auth Token.
Click on 'Authorize' option to authorize the Twilio account.
Twilio for Freshsales CRM has been setup.
Twilio Messages to Freshsales Contacts
Select any Freshsales CRM contact.
Click on the Ulgebra icon.
Select your Twilio WhatsApp/SMS channel from the Choose Sender drop-down.
Click on 'Add Recipients' in case you wish to add multiple contacts.
Select the country code and enter the contact number.
Click on 'Add'.
Select any Freshsales filter to add contacts from the filter.
Search for any particular Freshsales contact to be added.
Enter a default country code.
Select the settings for the usage of the entered default country code.
The settings available are as follows:
do not add country code
The default country code can be ignored using this option and can be used if all the contacts in your CRM contain a country code.
add for all phone numbers
In case the contact numbers in your CRM do not contain a country code, you can use this option to add the country code to all the phone numbers.
add if phone number starts with 0
In case some of saved contact numbers begin with 0, you can use this option to add the default country code to such numbers alone
add if phone number not starts with country code
Using the option the default country code would be added to contact numbers that do not contain a country code alone. In case the number contains a country code, the default country code will be ignored.
Enter the message to be sent or insert a message Template.
Insert Twilio approved WhatsApp templates to initiate conversations.
Include contact fields, emojis and attachments based on your requirements.
Send the Twilio WhatsApp or SMS.
Twilio Message History
Within any Freshsales contact, access the Notes section.
Here you can view the history of Twilio messages associated with the contact.
Select Chat View from the drop-down beside Twilio.
You can now view the history of conversations held with the particular contact.
Also, send messages from the Chat View to the respective Freshsales contact.
Go to any Freshsales CRM module.
Select the required contacts from the list view.
Click on the Twilio icon within Ulgebra.
Select the Twilio sender from which the bulk message is to be sent.
Click on 'Add Recipients' to add contacts.
Here you can enter and add contact numbers.
Select a Freshsales filter to add specific contacts.
Search for any available contact within the Freshsales module.
Enter the Twilio message to be sent or insert templates.
Include placeholder, emojis and attachments if required.
Send the Twilio bulk WhatsApp/SMS from Freshsales.
Select 'Conversations View' from the drop-down beside Twilio.
Here you can view all the SMS & WhatsApp conversations held via Twilio.
Select any conversation to view the chat history.
Also, send messages from the selected conversation.
View that the conversations with incoming WhatsApp messages are highlighted in order to easily reply to them.
Select any Twilio sender to view all conversations held with a particular sender.
Search for any contact number to view the conversations and send messages to the respective contact.
Get notified of incoming Twilio messages at the Twilio icon where you can view the number of messages.
Within the extension interface, click on the bell icon to view the notifications.
You can view the latest and past messages differentiated.
Click on any notification to be redirected to the message and clear the notification.
Below each message you can click on the contact icon to be redirected to the respective Freshsales contact.
You can also, open the corresponding chat in a new tab.
Also, click on the chat icon if you wish to view the corresponding chat within the interface.
Click on the settings icon from the panel on the left.
Select 'Manage Workflows'.
Click on 'Create workflow'.
Enter the name of the workflow.
Select the module for which the workflow is to be created.
Select the trigger for the workflow.
Setup the conditions for the workflow.
Select the action as 'Trigger webhook'.
Within any Freshsales contact, access the Twilio application.
Select the Twilio sender and enter the message.
Click on 'Get Workflow Code'.
You can now view all the details to setup the workflow.
Select the request method as POST.
Copy the Webhook URL and paste it under 'Enter callback URL'.
Select the encoding format as 'JSON'.
Select 'Compose request body' as Advanced.
Copy the workflow code and paste it under Content.
Adjacent to 'To' erase the contact number and click on 'Insert placeholder'.
Select the contact phone field.
Adjacent to 'recordId', erase the contact id present.
Click on 'Insert placeholder' and select the contact id field.
Save the webhook.
Enable the workflow to send automated Twilio WhatsApp & SMS.
Access the Twilio application and click on your Ulgebra profile.
You can now access the extension settings.
Select Incoming events sync.
Enable 'Capture incoming messages' to receive incoming Twilio WhatsApp & SMS.
In case you do not wish to receive messages from nonexisting contacts enable 'Ignore messages from NEW customers'.
Click on 'Add Numbers Now' to add the Twilio senders to receive incoming messages from.
Once redirected to the Twilio sender pool, click on 'Add Senders'.
Select the Sender type as Phone Number for SMS and WhatsApp number for Twilio WhatsApp number.
Select the number to be added.
Click on 'Add Phone Numbers'.
Enable multiple users to receive desktop notifications for your incoming Twilio messages.
Select 'Message Notifications'.
Enter the email id if the user for whom desktop notifications is to be enabled.
Make sure that the user has an Ulgebra account with the same email id.
Share the invite link with the respective user.
The user must access the link in their browser.
Click on 'Start Receiving notifications on this browser'.
The users can now receive desktop notifications for your incoming Twilio messages.
Select 'Open in New Tab'.
You can now access the extension in a new tab when ever required.
Select 'App Usage Analytics'.
Here you can view the details of Twilio usage through the integration.
Select 'Reset App Configurations'.
Click on 'Reset'.
All the history of the application would now be deleted.
Click on Choose Sender.
Select '+Add New Sender'.
Select the Sender type as SMS, MMS or WhatsApp.
Enter the Twilio Sender Id.
Enter the display name of the sender.
Save new Twilio sender.
Default Twilio Sender
Click on the pin icon adjacent to the name of the template.
This sender would now be selected as a default Twilio sender while sending messages.
Under Insert Template, click on '+Add New Template'.
Enter the name of the template.
Enter the content of the template.
Include attachments if required.
Save new template.
Click on the edit icon adjacent to the name of the template.
Make the required changes.
Save the edited template.
Click on the delete icon adjacent to the name of the template.
The message template has now been deleted.
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.
In case of additional credit requirements, top-up your Ulgebra Credits.