Twilio SMS and WhatsApp for

Pipedrive

About

Pipedrive is a Customer Relationship Management software which acts as a account - management tool and assists in marketing and sales growth. It helps to automatically trace calls, emails and synchronize them with tasks. Twilio provides cloud - based communications via API. Twilio Messaging uses its API to allow users to send and receive SMS and MMS. Hence Twilio and Pipedrive are integrated to make customer communication more easier and faster. Twilio SMS and WhatsApp for Pipedrive has intelligent features so that the messages reach the end users and make them comfortable without losing communication.

Pre -requisites for app installation

  • Should have Pipedrive account

  • Should have a Twilio account

  • Should have Twilio number for SMS and WhatsApp channels

  • Should have approved templates to initiate the conversation from the WhatsApp channel.

Features

  • Send single SMS to Person, deals, and Organization module

  • Send Bulk SMS to Person, deals, and Organization module

  • Create and manage templates

  • View the history of Twilio messages

  • Receive incoming messages inside Pipedrive

  • View all the conversations made through the Twilio account under Twilio Inbox.

Application Installation

Step 1: Go to Pipedrive marketplace. In the marketplace, search for the application “Twilio SMS and WhatsApp”. Click Install now to install the app.

Step 2: By agreeing to the terms and conditions, click Allow and install.

Step 3: You have to log in to complete the installation. You can either use the "Sign in with email" option or else you can use the "Sign in with Google" option.

Note: The sign-in mail doesn't have to be your Twilio login mail. You can use your Pipedrive mail for signing in.

Step 4: Now your extension is successfully installed.

Authorization

Step 1: To authorize the extension go to your "Contacts" Module and open any of the Person. Inside your Person on your left panel, you can able to view the "New - Twilio chat" where you can authorize the extension.

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.

Step 5: Once you click on the "Get here" option you will be re-directed to the Twilio console page, where you can copy your Twilio SID and Twilio Auth token and paste it into the given space inside your Pipedrive and click Authorize option.

Now you have sucessfully authorized your Twilio account.

Incoming configurations

Step 1: To receive incoming messages inside your Pipedrive you can enable the "Capture incoming messages" option which records the incoming messages inside your Pipedrive.

Step 2: If you wish to create a new person for every new incoming message you receive from Twilio account you can enable the option " Create persons if not exists for new Twilio messages"

Step 3: In case you wish to not create any new records for the Twilio messages but have to add history to the existing records inside the Pipedrive you can select the option "Do not create new records in "

How to add Twilio numbers?

Step 1: After configuring the incoming features, you will be prompted with the option to add Twilio Numbers. Click on the "Add Numbers Now" option.

Step 2: You will be re-directed to the Twilio page to add your senders. Click on the "Add senders" option.

Step 3: Now select your Sender type from the drop-down and then click "Continue".

Step 4: Now select the phone number which you wish to connect with your Pipedrive account for sending messages and then "Add phone Numbers" option.

Step 5: Now your Twilio number is successfully assigned to the Ulgebra service for sending messages. Now go back to your Pipedrive

Your Twilio numbers are successfully configured.

How to add additional senders?

Step 1: Go to any of the persons under contacts moduled--> Under the New - Twilio chat option select the "Choose sender" option and then select "Add New Sender".

Step 2:

  • Select your Sender channel whether it is SMS or WhatsApp or MMS channel.

  • Enter your Sender Id at the provided space.

  • Enter the display name of your Sender Id.

  • After entering all the details click the "Save Sender"

Now you can able to view the additional sender you have added. You can able to send messages to your customers using both the sender Id.

Now the configuration of extension is successfully done and you are all set to send messages using the Twilio extension.

Application and Working

Send Single Messages

Step 1: Go to any of the persons under the contacts module and go to New - Twilio chat option on the left panel.

Note: If you already have a country code added to the number in your Person you can use the default "Chat view" option for initiating the conversation.

  • Select your Sender Id

  • Choose the recipient number to which you want to send the messages.

  • While initiating a conversation using the Twilio WhatsApp channel you are only allowed to send WhatsApp approved template. So select your WhatsApp-approved template from the drop-down.

  • In the case of the SMS channel, you can either type your customized messages or you can select the pre-defined templates.

  • After entering the Message click "Send SMS".

  • Step 2:(Optional)

  • If you don't have a country code added to the number in your lead you can use the "Form view"option for initiating the conversation.

  • Select your Sender Id

  • The values in your both phone field and mobile field will be automatically fetched in the Pop-up. You can select the option to which number you wish to send messages by clicking on the respective phone number field.

  • Enter your default country code value. Which will be used for sending messages to numbers that don't have any country code in them.

  • In the case of sending SMS you can either type your own customized messages or else you can select the template for sending.

  • For initiating WhatsApp conversations you are only allowed to send MessageBird-approved Templates to your customers.

  • After entering Message click "Send SMS".

Step 3: You will be notified once your Message is successfully sent to your customers.

Step 4: Under the Notes option inside your Person you can able to view the History of messages you have sent and received to that particular person.

Note: Same as Persons you can also send messages from the Deals and Organization Module.

Send Bulk Messages

Step 1: To send Bulk messages go to the Person list view and select one or more Persons to whom you want to send bulk messages. After selecting the person click on the "three dots" on the top right and click the "Send Twilio SMS, WhatsApp" option.

Step 2: Select your Sender Id.

i)Configure your Mobile number field, to which phone number field you wish to send messages.

  • Configure your default country code option. You have multiple options for configuring the country code.

i) Do not add Country code

If you have a country code for all your existing records in your Pipedrive, you can select this option.

ii) Add for all phone numbers :

If all your existing records in your Pipedrive doesn't have any country code you can select this option which will add country code for all your numbers.

iii) Add if phone number starts with 0

In case you have phone numbers in your existing records was saved with 0 (usually applies for abroad numbers) you can select this option.

iv) Add if phone number does not start with country code

In case some of your records in Pipedrive doesn't have any country code in it you can select this option which will add country code only for the numbers which doesn't have a country code in it and ignore the ones which already have country code in it.

iii)Enter your Message and then click "Send SMS".

Note: Same as Persons you can also send bulk messages from the Deals and Organization Module.

How to send Bulk Messages to a specified Filter of persons?

Step 1:

  • Go to the Person list view and select one or more Persons to whom you want to send bulk messages. After selecting the person click on the "three dots" on the top right and click the "Send Twilio SMS, WhatsApp" option.

  • Select your Sender Id.

  • And click on the "Add recipients" and select the filter of Persons to whom you want to send the messages by selecting the drop-down.

  • You can add the numbers by searching them from the leads using the "Search from persons" option or else you can manually add the number.

Step 2:

  • After selecting the lists, enter the message you wish to send to your customers. You can either type your personalized message or else you can use the template message.

  • After entering the message click "Send SMS".

Note: Same as Persons you can able to send Bulk messages from the Deals and organization Module. You can send message to specified list for other modules as well.

How to create template Messages?

Step 1:

  • To create templates go to any of the persons under the contacts module and go to New - Twilio chat option on the left panel.

  • Click on the "Insert Template" option.

  • Select the "Add New Template" option for creating new templates.

Step 2: Enter the name for your Twilio template and enter the message which you wish to save as template Messages. You can also insert the User's field and the person's field for sending personalized messages. You can also copy and paste the content of your Twilio-approved templates and then click on the "Save Template" option.

Step 3: Once you have successfully created your template you can able to view them under the drop-down which can be used for sending it to your customers.

View all the conversations made through the Twilio account inside your Pipedrive:

Step 1: Go to any of the persons under the contacts module and go to Twilio Inbox - SMS, WhatsApp option on the left panel.

  • Under the conversations view, you can able to view all the messages you have sent and received using your Twilio number under a single roof.

  • On the left side of the conversation view, you can able to see that the conversations have been differentiated into two different colors one is Grey and another one is White.

  • The Grey color indicates that the last message to the conversation was sent from your side, which means the chat was handled by any of your agents and the reply has been sent from your side.

  • The white color indicates that the customer has sent you a message and you haven't sent any reply yet which means the chat was unattended still. Once you sent a reply to the chat the color will be changed from White to Grey.

  • Select any conversation and view all the messages you have sent and received to the specific user.

  • You can send replies directly from the conversation view and make one to one conversations with your customers. You can also able to send attachments and add emojis along with your messages.

  • In WhatsApp conversations you can able to view "Read" status and "Delivered" status of your messages.

  • In SMS you can able to view the "Delivered" status of your Messages.

  • WhatsApp and SMS is differentiated with their specific chat icon.

How to share Twilio Credentials with other users?

Step 1: Go to any of the persons under the contacts module and go to New - Twilio chat option on the left panel. --> Click the profile picture --> Click "Manage App users". If you are an Pipedrive admin you can share your Twilio credentials with your Pipedrive users so that they can use your Twilio account for sending messages.

On the admin system:

  • You can add the Pipedrive users whom can use your Twilio account for sending messages.

  • You can able to view the list of all Pipedrive users and you can add them using the "Add' button.

On the user system:

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

How to enable incoming notifications on your Desktop?

Configuration on the admin system:

Step 1:

Go to any of the persons under the contacts module and go to New - Twilio chat option on the left panel. --> Click the profile picture --> Click "Message Notifications".

Step 2:

  • Enter the mail Id of the user to whom you want to receive the incoming notifications for the messages on their desktop at the given space.

  • After entering the mail click "Add user".

  • Note: Enter the mail Id of the user they have used for signing in to Ulgebra account in the previous process.

Step 3: After adding the user you can copy the "Subscriber invite link" and share it with the respective user for configuring the incoming message notifications on their desktop.

Configuration on user system:

  • The user has to copy the link and paste it into their chrome browser.

  • Sign in to Ulgebra using the mail Id invited by the admin to receive notifications.

  • Once signed in using your mail Id, enable the option "Receive local notifications" option.

  • And click "Start receiving notifications on this browser".

Once it is done you can able to receive notifications for the incoming messages inside your browser.

If you click on the desktop notification you will redirected to the specific person associated with that number in your Pipedrive. These are the steps to enable the desktop notifications.

This is all about the installation and working of the Twilio SMS and WhatsApp for Pipedrive extension.