Twilio Integration for monday.com

Communication channels

The communication channels that can be used with this Monday.com 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.  The process of the same can be found here.
Twilio approved WhatsaApp 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. 

• Select the workspace access you want for the Twilio Integration (either All Workspaces or Specific Workspaces). Click "Install" to proceed further.

• Select a workspace and click "Add app" to continue.

• Select the Twilio Contacts board and click Twilio inbox.

• Log in to Ulgebra using your monday.com email ID. Login with a different email ID is also supported. 

• From the URL at the top of your browser, copy your monday.com subdomain, paste it here, and click "Authorize Now".

• Click on 'Authorize' button to finish the monday.com authentication.

• Now, you have to authorize your Twilio account by entering your Twilio credentials. You can use the "Get here" option to get your Twilio credentials from your Twilio console.

• In the inbox page that opens, click the profile icon at the bottom left corner to navigate to the settings page.

• Select 'Incoming events sync' option to enable the settings for receiving incoming messages.

• Enable the sender number intended for sending and receiving messages by clicking the Enable button beside the number.

• Scroll down and click "Select Boards" to configure the boards.

• Choose the board that contains your contacts. If you have contacts across multiple boards, click "Add Board" to add another board. Click "Save" to apply the configuration.

• Select the board where new contacts are to be added and map the phone field to the appropriate phone column in that board. 

• Choose Twilio Messages History as the board for creating new message records (this is the only supported option).

How to add Twilio Numbers to get incoming messages into monday.com?

i) Numbers not associated with any services:

Step 1:  On the Twilio settings page in monday.com CRM, select the "Incoming Events Sync" option. 

Step 2: You will be redirected to the Sync Incoming Messages page. Select "Enable SMS" for the required number and wait until the loading is complete.

Step 3: You will see "SMS Enabled" displayed for the number you selected. 

ii) Numbers associated with other services:

Step 1:  On the Twilio settings page in monday.com CRM, select the "Incoming Events Sync" option. 

Step 2: You will be redirected to the Sync Incoming Messages page. Select "Enable SMS" for the required number.

Step 3: A pop-up will appear to confirm the number association. Click the "Confirm" button and wait until the loading is complete.

Step 4: You will see "SMS Enabled" displayed for the number you selected

iii) WhatsApp numbers

Step 1:  On the Twilio settings page in monday.com CRM, select the "Incoming Events Sync" option. 

Step 2: You will be redirected to the Sync Incoming Messages page. Select "Enable WhatsApp" for the required WhatsApp number.

Step 3: A pop-up will appear to link Twilio WhatsApp with Ulgebra. Click the "Go to link WhatsApp number" button to proceed. 

Step 4: You will be redirected to the Twilio WhatsApp Senders page. Select the appropriate messaging service(Ulgebra Integration monday.com-Email ID) linked to your monday.com CRM email ID. 

Step 5: Scroll down and click the "Update WhatsApp Sender" button.

Step 6: A pop-up will appear to reassign the sender. Click the "Re-Assign" button to proceed. 

Step 7: Return to the monday.com CRM tab. In the pop-up  for linking Twilio WhatsApp with Ulgebra, select the option "I have assigned the service" to proceed. 

Step 8: Wait until the loading is complete and you will see "WhatsApp Enabled" displayed for the number you selected. 

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 the chat icon to view details of messages sent to and received as updates from the monday.com contact. 

Twilio Messages History

• Maintain the record of Twilio messages sent and received within your Twilio Messages History 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

• Click any contact within the monday.com board.

• In the side panel that appears, click on the 'Add' icon 

• From the pop-up, select "Explore more views".

• 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 number.

• 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 sender number to view the conversations from a particular sender.

Dashboard View

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

• Click on '+ ' icon.

• Select the option "Apps".

• Under Installed Apps, you can find Twilio Inbox.

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

Initiate Conversations

• Click on the "New" button to initiate a new conversation with any contact.

• 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. 

• You can also import contacts from an Excel.

• Enter a default country code if required.

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

• Once a message is sent using this default country code setting, all future conversations will automatically fetch the same 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.

• In the New section where conversations are initiated, click the bell icon to view 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 Twilio Messages History Board, create the automation by clicking on ‘Automate’.

• Automations have to be created in the board where the automation message history record needs to be stored.

• Click on "Create from scratch".

• Select the conditions for the automation.

• Click on ‘Then do this’ and then scroll down on the list of 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, choose the Twilio SMS or WhatsApp number.

• At the Recipient Number blank, choose the "To" field to send messages to. The chosen field should be a phone number field.

• Click on ‘Create Automation’.

Extension Settings

• In the Twilio Inbox page, click the profile icon at the bottom left corner to open the settings page.

• Click "Open in a New Tab" to view the page as a separate tab.

Manage Twilio Users

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

• The admin has to select 'Manage App Users' option from their settings page.

On the admin system:

• You can add the Monday.com users who can use your Twilio account for sending messages.

• You can  view the list of all HubSpot users and you can add them using the "Add to workspace" button.

• You can add other users using the "New User" option.

• You can remove the user using the "Remove User" button

• You can also add or remove all users.

On the user system:

The user while authorizing the Twilio account, they can either choose the account shared by their admin or else they can use their own account for sending messages. To configure their own  Twilio account, they can click on the "Use another account" option.

Application Analytics

• Select 'App Usage Analytics'.

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

Desktop Notifications

• Click 'Message Notifications' to enable message notifications and receive desktop notifications for your 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.

Default Sender

• Click on the pin icon beside the required sender number to set it as default.

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

• Click on the visibility icon beside the sender number to hide the sender.

• Click  the "Show Hidden" button to view all the hidden numbers.

Message Templates

Create Templates

• Click the Templates dropdown to view existing templates or create new ones.

• Templates that have been created and approved in the Twilio console will be synced and displayed here. Click "New Template" to create a local template within the Ulgebra app, which can be used for SMS messages.

• For WhatsApp messages, templates must be created and approved in Twilio before they can be used for WhatsApp messaging. 

• Enter the name of the template.

• Enter the content within the template.

• You can insert emojis and attachments within the template.

• You can insert dynamic user fields to personalize the message to each user.

• Click "Save Template" 

Edit Template

• Click on the edit icon beside the name of the local 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

• Step 6 : Go back to the Twilio Inbox page, select the call icon to view the caller ID, and click the settings icon to open voice call settings 

• Step 7 :  Click the "Configure Agents" button to assign agents for the voice enabled sender number

• Step 8 :  Select the agents who should be assigned to the sender number to receive calls.

Pricing