Twilio WhatsApp & SMS for Freshsales Suite

Step 3:

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

Features


  • 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

Pre-requisites for app installation


  • Should have Freshsales account

  • Should have Twilio account

  • Should have Twilio SMS & WhatsApp number

  • Should have Twilio approved WhatsApp templates for initiating conversations with clients

  • Install the AppCursor Chrome extension

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

  • 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.

Install Twilio for Freshsales CRM
  • Sign in to Ulgebra using your Freshsales email id.

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.

Copy Freshsales API Key
  • Click on 'Authorize Now'.

Authorize Freshsales account
  • 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.

Authorize 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.

Select the Twilio sender from contact
  • 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:

  1. 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.


  1. 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.


  1. 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


  1. 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.

Access the Twilio Chat View
  • 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

Bulk Messages


  • 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 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.

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 bulk WhatsApp/SMS from Freshsales.

Send Twilio bulk WhatsApp or SMS from Freshsales

Twilio Inbox


  • Select 'Conversations View' from the drop-down beside Twilio.

Access Twilio Conversations View
  • 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

Automated Messages


  • Click on the settings icon from the panel on the left.

  • Select 'Manage Workflows'.

Access Freshsales workflow
  • 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'.

Click on 'Get Workflow Code'
  • You can now view all the details to setup the workflow.

View the workflow details
  • 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.

Setup the webhook
  • 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.

Insert placeholders where required
  • Save the webhook.

Save the webhook
  • Enable the workflow to send automated Twilio WhatsApp & SMS.

Enable the workflow

Extension Settings

  • Access the Twilio application and click on your Ulgebra profile.

Click on your Ulgebra profile to access extension settings
  • You can now access the extension settings.

Access Twilio for Freshsales extension settings

Incoming Messages


  • Select Incoming events sync.

Access incoming message settings
  • 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.

Setup incoming Twilio WhatsApp & SMS
  • Once redirected to the Twilio sender pool, click on 'Add Senders'.

Add Twilio Senders
  • Select the Sender type as Phone Number for SMS and WhatsApp number for Twilio WhatsApp number.

Select Twilio Sender type
  • Select the number to be added.

  • Click on 'Add Phone Numbers'.

Select and add Twilio sender

Desktop Notifications


  • Enable multiple users to receive desktop notifications for your incoming Twilio messages.

  • Select 'Message Notifications'.

Setup desktop notifications for incoming Twilio messages
  • 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.

Share invite link with users
  • 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.

Receive desktop notifications

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'.

Reset Twilio for Freshsales
  • Enter 'confirm'.

  • Click on 'Reset'.

  • All the history of the application would now be deleted.

Confirm application reset

Twilio Sender


Add Sender


  • Click on Choose Sender.

  • Select '+Add New Sender'.

Add new Twilio WhatsApp or SMS 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.

Save the 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.

Select the default Twilio sender

Message Templates


Create Templates


  • Under Insert Template, click on '+Add New Template'.

Add new message template
  • Enter the name of the template.

  • Enter the content of the template.

  • Include attachments if required.

  • Save new template.

Create and save the template

Edit Template


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

Edit the message template
  • Make the required changes.

  • Save the edited template.

Save edited template

Delete Template


  • Click on the delete icon adjacent to the name of the template.

  • The message template has now been deleted.

Delete message templates

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


1k Ulgebra credits per month

Automated Messages via Workflows

Bulk WhatsApp for Leads and Contacts modules

Incoming messages support

Conversations UI

Use common shared or individual numbers for messaging

+Ulgebra Credits for paid amount

Additional Credits


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