Twilio Integration for monday.com

Installation

• Go to the monday.com App Marketplace.

• Here you can find the extension Twilio Integration for monday.com.

• Click on 'Add to your account'.

• Select and install the application in your preferred monday.com workspace.

• Access the 'Twilio Settings' page within the Twilio Contacts board.

• Enter the monday.com domain.

• Click on 'Authorize Now'.

• Click on 'Authorize'.

• Enter the Twilio Account SID and Auth Token.

• Authorize Twilio account.

• Select 'Incoming events sync'.

• Enable 'Capture incoming messages' to receive Twilio messages into monday.com.

• Select the monday.com board in which the new contacts from Twilio are to be created.

• Select the Phone field to sync contacts based on their contact number.

• Select the phone column where the contact number is to be added.

• Select the monday.com board to which the history of Twilio messages are to be added.

• In order to connect the Twilio number to receive incoming from, click on 'Add Numbers Now'.

• Click on 'Add Senders'.

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

• Select the Twilio numbers to be added.

• Add the selected Twilio numbers.

Applications

Twilio Contacts

• Sync Twilio messages to monday.com within your preferred board.

• Messages from existing contacts will be synced within the respective contact.

• New contact would be created in monday.com for messages from non-existing contacts.

• Click on the chat icon to view the details of the messages received from the monday.com contact.

Twilio Messages History

• Maintain the record of Twilio messages sent and received within your preferred monday.com board.

• Access all the details such as status, Twilio channel used, from and to numbers, message sent and so on within the board.

• Click on the chat icon to view the message.

Twilio Chats of a Contact

• Open any contact within the monday.com board.

• Click on 'Add View'.

• Under Installed Apps you can find Twilio Chats of a Contact.

• Click on 'Add to item'.

• You can now access the 'Twilio Chats of a Contact' view within the contact.

• Select the Twilio sender.

• You can now view all the Twilio conversations held with the contact.

• Also, send messages to the contact from the chat view.

• View the read receipts of the messages sent.

• Beneath each message, you can view the details of the message.

Twilio Inbox

Board View

• Access Twilio conversations within any monday.com board.

• Select Twilio Inbox within the monday.com board.

• Access all the Twilio conversations held.

• Select any conversation to view the history of Twilio chats. 

• Send messages and conduct conversations within the Inbox.

• Click on '/' to access the message templates.

• Select and insert the required message template.

• Select any Twilio channel to view the conversations from a particular sender.

• Search for any contact number to view the conversation of a specific contact.

• Also, initiate conversations from the Inbox.

Dashboard View

• Access Twilio conversations within your preferred monday.com dashboard.

• Click on '+ Add widget'.

• Select Apps.

• Under Installed Apps, you can find Twilio Inbox.

• Click on 'Add widget'.

• Access all your Twilio conversations within the monday.com dashboard.

Initiate Conversations

• Click on the Choose Sender drop-down.

• Select the Twilio sender to send the message from.

• Click on 'Add Recipients'.

• Select the country code.

• Enter the contact number.

• Click on 'Add'.

• Similarly, multiple contacts can be added as recipients.

• Enter a default country code if required.

• Select the settings for the application of the default country code.

• Enter the message to be sent or insert a message template.

• Send the Twilio message.

Real-time Notifications

• Get notified within monday.com of Twilio messages received.

• Click on the bell icon at the panel on the left side to view the notifications.

• Select any notification to view the details of the message received.

• Also, receive in-app notifications to access the notifications of incoming Twilio messages alone.

• Click on the bell icon to view the notifications.

• Here you can access the unread and read Twilio messages.

• Select any notification to access the message details within the contact.

monday.com Automations

• Within the board to create the automation from, click on ‘Automate’.

• Click on ‘Create Custom Automation’.

• Select the conditions for the automation.

• Click on ‘Then do this’ and select ‘More options’.

• You can view the actions to send Twilio WhatsApp and SMS messages with or without attachments.

• Select the action required.

• Fill in the blanks with the appropriate details.

• At the message blank enter the content of the Twilio message to be sent.

• Insert contact fields if required.

• At the Sender blank enter the Twilio SMS or WhatsApp number.

• In case you are sending messages with attachments, click on ‘File’ to select the Files column from the board.

• Click on ‘File URL’ to enter the URL containing the media to be sent.

• Click on Recipients to select the column containing the recipient phone field.

• Click on ‘Create Automation’.

Extension Settings

• Access Twilio Settings within the Twilio Contacts board.

Twilio Inbox Tab

• Select 'Twilio Inbox' to access the Twilio conversations in a separate tab.

Application Tab

• Click on 'Open in New Tab'.

• You can now access Twilio WhatsApp & SMS at all times in a separate tab.

Manage Twilio Users

• The monday.com admin can allow multiple users to utilize a shared Twilio account.

• Select 'Manage App Users'.

• Here you can view the list of monday.com users.

• Click on 'Add' to enable the user to use your Twilio account.

• Click on 'Remove' to disable the feature for the user.

• You can also Add all or Remove all users.

Application Analytics

• Select 'App Usage Analytics'.

• Here you can track the usage of Twilio WhatsApp & SMS for monday.com.

Desktop Notifications

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

• Select 'Message Notifications'.

• Enter the email id of the user who is to receive desktop notifications.

• Ensure that the user has an Ulgebra account under the entered email id.

• Click on 'Add User'.

• Copy and share the invite link with the user.

• The user must access the invite link on their browser.

• Click on 'Start Receiving notifications on this browser'.

• The user can now receive desktop notifications for the incoming Twilio messages.

Reset Application

• Click on 'Reset App Configurations'.

• Enter 'confirm' within the space provided.

• Click on 'Reset'.

• All the data of Twilio WhatsApp & SMS for monday.com has now been deleted.

Twilio Senders

Add Sender

• Click on '+ Add New Sender' from the Choose Sender drop-down.

• Select the channel type as SMS, MMS or WhatsApp.

• Enter the Sender Id as per Twilio.

• Enter the display name for the sender.

• Save the Twilio sender.

Default Sender

• Click on the pin icon beside the name of the required.

• This sender would be selected by default while sending Twilio messages.

Hide Sender

• Click on the visibility icon beside the name of the sender to hide the sender.

• You can retain or remove all hidden senders from the drop-down using the visibility icon beside Add New Sender.

Message Templates

Create Templates

• From the templates drop-down, select '+ Add New Template'.

• Enter the name of the template.

• Enter the content within the template.

• You can insert emojis and attachments within the template.

Edit Template

• Click on the edit icon beside the name of the template.

• Make the required changes within the template.

• Save the edited message template.

Delete Template

• Click on the delete icon beside the name of the template.

• This template has now been deleted.

Twilio Voice Call

Steps to Configure

Step 1:  Click the Call Icon and open the call settings
Step 2:  Click the Enable Voice button
Step 3:  Click Link Now
Step 4:  Configure in the Twilio console
Step 5:   Save Configurations
Step 6:  Configure Agents

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