Twilio for Freshsales Suite

Step 1:

Install AppCursor Chrome Extension

Step 2:

Authorize Freshsales & Twilio

Step 3:

After successful authentication for Freshsales and Twilio, you can view the Twilio icon in all the pages of Freshsales.

Features

Send Twilio messages to Freshsales customers
Receive incoming Twilio messages inside Freshsales CRM
Have a record of Twilio messages inside Freshsales CRM
Send Twilio messages using workflows
Access all Twilio conversations at once through the Twilio Inbox
Receive real-time notifications for incoming Twilio messages
Maintain the analytics of Twilio usage within Freshsales CRM
Send pre-defined messages to customers using message templates

Pre-requisites for app installation

Should have Freshsales account
Should have Twilio account
Should have numbers
Should have Twilio approved templates for initiating conversations with clients
Install the AppCursor Chrome extension

Application Installation

Go to the Ulgebra Marketplace.
Select FreshWorks CRM integrations.
Here you can view all the Freshsales integrations available.
Click on 'Install Twilio for FreshWorks CRM' under Twilio.

Sign in to Ulgebra using 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.

Applications

Twilio Messages to Freshsales Contacts

Select any Freshsales CRM contact.
Click on the Ulgebra icon.
Select Twilio.

Access Twilio for Freshsales from the contact

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'.

Add multiple contacts and add the required contact numbers

Select any Freshsales filter to add contacts from the filter.

Select a Freshsales filter to add contacts

Search for any particular Freshsales contact to be added.

Search for and add any Freshsales contact

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.

Add and select the settings for default country code

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.

Send Twilio WhatsApp and SMS to Freshsales contact

Twilio Message History

Within any Freshsales contact, access the Notes section.
Here you can view the history of Twilio messages associated with the contact.

View the history of Twilio WhatsApp and SMS associated with Freshsales contact

Twilio Chat

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.

View the Twilio conversation held with the contact and send WhatsApp/SMS

Send Twilio Messages to one or more Contacts

Go to any Freshsales CRM module.
Select the required contacts from the list view.
Click on the Twilio icon within Ulgebra.

Select Freshsales contacts to send Twilio bulk WhatsApp or SMS

Select the Twilio sender from which the 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.

Select Twilio Sender and add additional contacts if required

Enter the Twilio message to be sent or insert templates.
Include placeholder, emojis and attachments if required.
Send the Twilio message from Freshsales.

Twilio Inbox

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 conversation to view the chat history and send messages

Select any Twilio sender to view all conversations held with a particular sender.

Select Twilio sender to view conversations from the sender

Search for any contact number to view the conversations and send messages to the respective contact.

Search for any contact number to view the conversations

Real-time Notifications

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.

Click on the bell icon to view real-time Twilio notifications

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.

Access the respective contact and chat in a new tab

Also, click on the chat icon if you wish to view the corresponding chat within the interface.

Access the chat with the corresponding contact

Send Messages using Workflows

Click on the settings icon from the panel on the left.
Select 'Manage Workflows'.

Click on 'Create workflow'.

Create Freshsales workflow to send automated Twilio WhatsApp & SMS

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 module and trigger for the workflow

Setup the conditions for the workflow.
Select the action as 'Trigger webhook'.

Setup the conditions and action for the workflow

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 Twilio messages

Extension Settings

Access the Twilio application and click on your Ulgebra profile.

You can now access the extension settings.

Access Twilio for Freshsales extension settings

Incoming Messages

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'.

Desktop Notifications

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.

Invite users to receive desktop notifications

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 user must enable desktop notifications on their browser

The users can now receive desktop notifications for your incoming Twilio messages.

Twilio Tab

Select 'Open in New Tab'.
You can now access the extension in a new tab when ever required.

Access Twilio for Freshsales in a separate tab

Twilio Analytics

Select 'App Usage Analytics'.
Here you can view the details of Twilio usage through the integration.

View the analytics of the usage of Twilio for Freshsales

Reset Application

Select 'Reset App Configurations'.

Enter 'confirm'.
Click on 'Reset'.
All the history of the application would now be deleted.

Twilio Sender

Add Sender

Click on Choose Sender.
Select '+Add New Sender'.

Select the Sender type as SMS, MMS or WhatsApp.

Select the channel type of the Twilio sender

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.

Message Templates

Create Templates

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.

Edit Template

Click on the edit icon adjacent to the name of the template.

Make the required changes.
Save the edited template.

Delete 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.

Pricing

Classic Plan

$5 /user/month

250 Ulgebra credits per month
Two Way messaging facility (Incoming and Outgoing)
Messages History
Access to Twilio channels

Business Plan

$10 /user/month

500 Ulgebra credits per month
Two Way Messaging facility (Incoming and Outgoing)
Messages History
Access to Twilio channels
Proactive Messaging
Conversations view
Get instant notifications
Other upcoming features

Purchase Now

Additional Credits

In case of additional credit requirements, top-up your Ulgebra Credits.

Purchase Ulgebra Credits

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