Setup Twilio SMS, WhatsApp in Zoho CRM in a few steps

Step 2: Select the check box by agreeing to the terms and conditions and click Continue.

Step 3: Choose the profiles to whom you want to install the application in Zoho CRM and click Continue.

Step 4: Now your extension is successfully installed.

Authorization:

Step 1: To authorize the extension go to your "Leads" Module and open any of the leads. Inside your Lead click on the "Send Twilio Message" Option.

Step 2:  Initially you have to authorize your Zoho CRM. Click on "Authorize Now" option.

Step 3:  Once your Zoho CRM is successfully authorized, you have to log in to proceed further. 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 Zoho CRM mail for signing in.

i) Authorization of Twilio in the admin system:

Step 1: 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 2: 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 Zoho CRM and click Authorize now option.

Step - 3: After authorizing your Twilio account click on your profile picture and then select "Manage App users". As a Zoho CRM admin, you can share your Twilio credentials with Zoho CRM users so that they can use your Twilio account for sending messages.

Step - 4: You can able to view the list of all Zoho CRM users and you can add them using the "Add' button. Once it is added your users can able to authorize using your Twilio account.

ii) Authorization of Twilio in the user system:

Step - 1: As a Zoho CRM user after authorizing your Zoho account, to authorize the Twilio you can either use the account shared by their admin or else they can use their own account for sending messages. To configure your own account click on the "Use another account" option.

Now you have sucessfully authorized your Zoho CRM and Twilio account in both admin and user system.

How to link Twilio Numbers with Ulgebra to get incoming messages inside Zoho CRM?

i) Numbers not associated with any services:

Step 1:  On the Twilio settings page in Zoho 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 Zoho 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 Zoho 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 linked to your Zoho 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 Zoho 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. 

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.

• Set the visibility of your Sender Id whether you are creating for all your users or you are creating this for your own.

• 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.

Step 2: 

• Select your Twilio 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 Twilio-approved Templates to your customers.

• After entering Message click "Send".

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

Step 4: Under the Twilio Messages option inside your Lead you can able to view the History of messages you have sent and received to that particular lead.

Chat view inside your Leads.

• Inside the lead on your left panel, you can able to view the "Twilio inbox" option. Click on that and from the drop-down, you can select the chat view option.

• Select your Sender Id and select your recipient number. Now you can able to view all the messages you have sent and received from the particular lead using the sender Id. 

• You can also make one - one conversations from the chat view with the specific Lead.

Note: Same as Leads you can also send messages from the Contacts, Deals and Accounts Module.

Send Twilio Messages to your contacts from the list view

Step 1: To send  messages go to the Leads list view and select one or more leads to whom you want to send messages. After selecting the leads click the "Send Twilio Message" option.

Step 2: Select your Sender Id.

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

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

• Do not add Country code - If you have a country code for all your existing records in your CRM, you can select the ignore option.

• Add for all phone numbers - If all your existing records in your CRM doesn't have any country code you can select this option which will country code for all your numbers.

• 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.

• Add if phone number does not start with country code - In case some of your records in CRM 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".

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. You can also insert emoji's of your choice in your message.

• After entering the message click "Send SMS".

Note: Same as Leads you can able to send messages from the Contacts, Deals and Accounts 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 your Leads module and open any of your Zoho CRM lead. And then click the "Send Twilio Message" option.

Step 2: Click on the "Insert Template" option.

Step 3: Select the "Add New Template" option for creating new templates.

Step 4:  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 Lead's field for sending personalized messages. You can also copy and paste the content of your Twilio-approved templates and save it inside your Zoho CRM.

Step 5:  After entering the Message you have to set the visibility of your Template. You can either make the template visible for all users in your Zoho CRM or else you can create the template for your own without sharing it with other users.

Step 6: Click on the "Save Template" option

Step 7: 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.

• 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.

Step 2:Copy either the SMS or MMS or WhatsApp parameters here according to your need.

Step 3:Click Settings --> Automation --> Workflow rules --> Create rule. Enter the workflow name, Module name for setting up the workflow for that particular module. Enter and fill in the necessary details required in the workflow and use webhook for invoking the workflow.

Step 4:Give a name for the Webhook and select the method as POST. Paste the webhook URL in the space provided which you have already copied from the extension configuration page.

 Step 5:Under "Body", select the Type as "Raw" and Format as "JSON". Paste either the SMS parameter or WhatsApp parameter in the space provided and replace the "FILL_HERE" option with the required values.

SMS Parameters

"from"             -  Enter the Twilio Sender ID or SMS phone number

"To"                   -  Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

"Body"            -  Enter the message content

"module"       -  Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"Channel"     - SMS

"recordId"    - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

MMS Parameters

"from"            -  Enter the Twilio Sender ID or SMS phone number

"To"                  -  Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

"Body"            -  Enter the message content

"Mediaurl"    -  Enter the media URL of the image you want to send

"module"      -  Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"Channel"    - MMS

"recordId"   - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

Parameters

"from"                     -  Enter the Twilio Approved WhatsApp number.

"to"                           -  Enter the phone number field of the client (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

"Body"                    -  Enter the approved message content.

"Mediaurl"           -  Enter the media URL if you have any. Or else, remove this parameter

"module"               -  Enter the API name of the Zoho CRM module which you can get from the "Developer Space".

"recordId"            -  It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.)

Once entered all the values, click the refresh option so that you will get the preview URL. Now, click the "Save and Associate" option to save the webhook.

Note: If you don't have country code to the leads inside the CRM you can configure the country code value in the workflow. You can add them in the workflow parameter "To". 

Example: "To": "+91${Leads.Phone}".

Step 6:Now that your workflow is successfully created, whenever a lead meets the desired workflow condition the workflow will be triggered and message will be sent to the customer.

Step 2:You can able to view the list of all messages you have sent and received using your Twilio account. You can also use the Manage columns option to add additional columns and view detailed History.

On the admin system:

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

• You can able to view the list of all Zoho CRM 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.

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 CRM 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 CRM 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 lead associated with that number in your CRM.

Inside the specific lead you can use Twilio inbox option to make one to one conversations.

This is all about the installation and working of the Ultra Twilio SMS MMS for Zoho CRM extension.