Twilio Integration for Zendesk Support
Installation instructions & features
About
Incorporate the application Twilio Integration into Zendesk Support to sync and send Twilio messages from your Zendesk account. Conduct your business conversations through Twilio without leaving your Zendesk Support platform. This application allows users to manage conversations held via the Twilio communication platform from Zendesk.
Connect with multiple contacts at once by sending Twilio messages using predefined message templates. Send media files such as images, videos and documents as attachments. Add your Twilio Senders to receive Twilio messages sent by Zendesk Customers as Tickets and directly send replies from the ticket.
Instantly send proactive messages to customers using the Twilio extension Tab which to avoid any delay in your communications.
Stay up to date with the Twilio conversations with the help of real-time notifications and desktop notifications. Maintain the record of all Twilio conversations held and view complete chats whenever required.
Thus, always remain connected with customers and clients across the globe using the Twilio application in Zendesk.
Pre-requisites
Should be a Zendesk user
Must have a Twilio account
In case of WhatsApp, an approved WhatsApp number
Twilio approved WhatsApp templates to initiate conversations
Features
Send WhatsApp, SMS & MMS using Twilio
Reach out to Zendesk Support Customers
Send Twilio Messages to one or more customers.
Receive and reply to Zendesk Tickets via Twilio SMS & WhatsApp
Send pre-defined messages
Create message templates
View complete Twilio Conversations
Send Instant Twilio messages when required
Receive realtime and desktop notifications for incoming Twilio WhatsApp & SMS
Admins can now manage the Zendesk users who can use their Twilio account
Installation & Setup
Visit the Zendesk Marketplace where Twilio SMS WhatsApp for Support is available.
Click on 'Install'.
Select your Zendesk Support account and click on 'Install'.
Complete the installation process.
Click on the Twilio icon now visible on the panel on the left.
Enter your Zendesk Support domain.
Authorize your Zendesk Support Account.
Enter Twilio Account SID and Twilio Auth Toke from the Twilio Console page.
Authorize the Twilio account.
Twilio for Zendesk Support is setup.
Applications
Twilio Messages from Tickets
Go to any Zendesk Support Ticket.
Within the Apps section, click on 'Twilio SMS, WhatsApp for Support'.
Select the Twilio Sender from the drop-down.
You can now view all the chats held with the contact associated, from the particular sender.
Enter any message or add the template.
Include placeholders and emojis if required.
You can also include attachments if applicable.
Send the WhatsApp or SMS message.
Twilio Messages from Customers
Select a Zendesk Support Customer.
Access the Apps section.
Click on 'Twilio SMS, WhatsApp for Support'.
Click on the drop-down adjacent to sender and select the Twilio Sender.
View the chats held with the customer.
Insert a template or enter the message.
Insert placeholders or emojis.
Attach files if required
Send the Twilio message.
Twilio Conversations
Click on the Twilio icon available on the panel on the left side to access the Twilio Dashboard.
Select the Twilio Sender from the drop-down.
You can view all the conversations held with the particular Sender.
Select any conversation.
You can view the history of chats with the selected contact.
Also, enter the message or insert a template to send a Twilio SMS or WhatsApp.
Differentiate between incoming and outgoing WhatsApp messages. The incoming WhatsApp messages would be highlighted in order to easily access and reply to the incoming messages.
Search for any contact number to view the conversations and send messages to a specific contact.
Twilio Messages
Go to the Twilio Dashboard.
Select Form View from the dropdown adjacent to Twilio.
Choose your Twilio Sender.
Click on 'Add Recipients'.
Select the country code from the drop-down and enter the contact number.
Click on 'Add'.
Similarly, multiple contacts can be added to send Twilio messages.
Enter and select the condition for the default country code.
The settings for the default country code are as follows:
do not add country code
Using this option you can ignore the default country code in case all the CRM contact numbers contain a country code.
add for all phone numbers
In case none of the CRM contacts contain a country code, you can use this option to add the default country code for all numbers.
add if phone number starts with 0
In case some of the saved contact numbers begin with 0, you can add the default country code to such numbers alone.
add if phone number not starts with country code
In case some of the saved phone numbers do not contain a country code, this option can be used to add a default country code to such numbers alone.
Enter the message or insert a template.
Insert emojis and User Fields if required.
You can also attach files in case you are sending a WhatsApp media template.
Send the Twilio SMS or WhatsApp message.
Incoming Twilio Messages
Click on your Ulgebra profile within the extension interface.
Select Incoming events sync to access the incoming settings.
Enable 'Capture incoming messages' to receive incoming Twilio WhatsApp & SMS into Zendesk Support.
A new Customer and associated ticket would now be created for incoming Twilio messages from new contacts.
The incoming messages from existing contacts would be synced to the existing ticket.
You can select the default Zendesk department for creating new tickets.
Enable the option 'Listen for ticket public comments to send replies' in order to reply to Twilio tickets using the public comments option.
In case you do not wish to receive incoming messages from non-existing contacts, enable 'Ignore messages from NEW customers'.
Add the Twilio numbers from which you wish to receive incoming messages.
Click on 'Add Numbers Now'.
Once redirected to the Twilio page containing the Sender Pool.
Click on 'Add Senders'.
Select the Sender Type as 'Phone Number' for SMS numbers and 'WhatsApp' for WhatsApp numbers.
Click on Continue.
Select the Twilio number.
Click on 'Add Phone Numbers'.
The Twilio Sender has been added successfully.
Realtime Notifications
Receive notifications for incoming Twilio messages within the extension interface.
View the number of unread Twilio messages alongside the bell icon.
Click on the bell icon to view the unread Twilio incoming SMS and WhatsApp as depicted by the image below.
You can differentiate between the read and unread messages.
Click on 'Mark all as read' to clear the notification.
Desktop Notifications
Enable multiple users to receive desktop notifications for your incoming Twilio messages.
Under the Ulgebra profile, 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 same email id.
Click on 'Add User'.
Copy the link received and share it with the respective user.
The user must open the link in the browser containing the Ulgebra account with the entered email id.
Click on 'Start Receiving notifications on this browser'.
This user can now receive desktop notifications for your incoming Twilio SMS & WhatsApp.
Twilio User Management
Under your Ulgebra profile, click on 'Manage App Users'.
Here you can view the list of Zendesk Support users within the organization.
The Zendesk admin can now allow these users to use the admin's authorized Twilio account.
The admin can Add the users to enable the permission and Remove users to disable the permission.
The admin can also Add all or Remove all users.
Instant Twilio Messaging
Select 'Open in New Tab' to keep the Twilio application on a separate tab in order to access Twilio at any moment.
This way you can view and initiate Twilio conversations as and when required.
Reset Application
Click on 'Reset App Configurations' to completely reset the applications.
This would delete all the history of the extension.
Enter 'confirm' and click on 'Reset'.
Twilio Senders
Add Twilio Sender
Click on Choose Sender.
From the drop-down select '+ Add New Sender'.
Select the Sender Type as SMS, MMS or WhatsApp under Channel.
Enter the Twilio Sender Id.
Enter the Display name for the sender.
Click on 'Save Sender'.
Default Twilio Sender
From the Choose Sender drop-down, click on the pin icon adjacent to the name of the sender to enable a default Twilio Sender.
Twilio Templates
Add Twilio Template
Within the extension interface, click on 'Insert Template'.
From the drop-down select '+ Add New Template'.
Enter the name of the template.
Enter the message within the template.
Include placeholders and emojis if required.
Click on Save Template.
Edit Template
Click on the edit icon adjacent to the name of the template.
Make the necessary changes.
Click on 'Save Template'.
Delete Template
In order to delete a template, click on the delete icon adjacent to the name of the template.
The template has now been deleted.
Enhance your communications with the features above.
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
Additional Credits
In case of additional credit requirements, top-up your Ulgebra Credits.
Privacy Policy
The policy explains what information do we collect when you use our extension. It also has the information about how do we use, store, transfer and delete that information.
What information do we collect?
The twilio account credentials will be collected and it will be used to identify and associate your twilio account with Zendesk.
How do we store the collected information?
We use Google Firebase server to store you account details.
How do we use the stored information?
We use the collected Twilio account details to associate with your Zendesk account,
Do we get access over your Messages?
While we don't save your messages in our server, the messages you send and receive will be through our server and it will be stored in your Zendesk account.