Twilio SMS MMS Channel Tickets for Zoho Desk

Step 2: Select the check boxes by agreeing to the terms and conditions and click the "Install" button.

Step 3: Now you will be re-directed to the extension general settings page. Select the department and profiles to access the application. Select the check box and click the "Install" option.

This is the installation steps of the application.

Step 2: Now, sign in to Ulgebra using your Zoho Desk mail ID. You can either sign in with the google or email option.

Step 3: Select your Zoho account DC from the drop-down and click the "Authorize Now" option to authorize your Zoho account.

Step 4: Click "Accept" to confirm the authorization.

Step 5: Now, you have to authorize your Twilio account. Click the "Get here" option to get your Twilio credentials and click the "Authorize" button to authorize your Twilio account.

Step 6: Copy the Twilio Account SID and Auth Token from the Twilio dashboard and paste them in the required space to authorize the Twilio account.

Step 7: Now, select the department to which the tickets has to be assigned from the drop-down.

Step 8: Now, click the "Add Numbers Now" option to add your Twilio number.

Step 9: You will be re-directed to the Twilio page to add your senders. Click on the "Add senders" option.

Step 10: Now select your Sender type from the drop-down and then click "Continue".

Step 11: Now select the phone number which you wish to connect with your Zoho Desk account for sending messages and then click the "Add phone Numbers" option.

Step 12: Add "App cursor" chrome extension in order to get instant notifications of the incoming messages.

Step 13: Click the "Add to Chrome" option to add the chrome extension.

Step 14: Enter your WhatsApp or SMS number to get app notifications or updates.

This is how you configure the Twilio account with the Zoho Desk account.

Step 2: To send a reply to the message, use the Send Twilio Message option available inside the ticket.

Step 3: The other way to send a reply is to add a public comment to the ticket.

2) Send instant messages from Zoho Desk

Step 1: Click the Twilio icon available at the bottom from where you can send quick Twilio messages.

Step 2: Now, select the sender, add the recipient and send the message from the Zoho Desk.

4) Twilio Inbox and different views

Go to the Twilio inbox in Zoho Desk and click the drop-down at the top to view the different types of views and the App settings page.

Form View - Using this view, you can initiate conversations to one or more customers at once 

1. Select your Twilio Sender.

2. Use the "Add Recipients" option to add single or multiple numbers. You can either search and add contacts or enter the numbers manually.

3. Enter your default country code value which will be used for sending messages to numbers that don't have any country code in them and select the appropriate conditions from the drop-down. Without a country code, the messages will be failed. The various options to be selected are:

 i) Do not add Country code

•  If you have a country code for all the numbers, you can select this option.

ii) Add for all phone numbers :

• If all the numbers entered don't have any country code you can select this option which will add the country code for all  your numbers.

iii) Add if phone number starts with 0  

• In case you have phone numbers 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 only some of the numbers don't have any country code in them, you can select this option which will add country code only for the numbers which don't have a country code in it and ignore the ones which already have country code in it.

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

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

6. You can also use in-built emojis in text messages.

7. After entering the message, click the "Send SMS" option.

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

• Select the sender to filter the conversations related to the selected Twilio Sender.

• You can also search for the phone number to view the specific conversations.

• 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 the "Read" status and "Delivered" status of your messages.

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

• Different channel messages are differentiated by their specific chat icon.

 App settings - Under app settings, you can view the various options available in one place and can be changed and re-configured at any time.

1. App Subscription - View your subscription details

2. Manage App users - Add users and use shared credentials with users

3. Incoming events sync - Manage incoming messages from Twilio 

4. Field Mapping for Sync - Map Twilio values with Zoho Desk fields

5. Message Notifications - Get desktop notification of incoming messages

6. Re-authorize Twilio and Zoho Desk account

7. View app usage analytics inside Zoho Desk

8. Reset app configuration - Reset or delete all records and configurations 

5) Field mapping feature

Step 1: Click the "Field Mapping for Sync" option from the app settings page and then create a new mapping by clicking the "Create New Field Mapping" option.

Step 2: Give a name to the mapping and select the event type from the drop-down for which the field mapping needs to happen.

Step 3: Select any one of the Zoho Desk module from the drop-down to sync the values. And, select the triggered event.

Place the cursor in the text box against the Zoho Desk field values on your left and select the Twilio field values to be mapped to those Zoho Desk fields. Click the "Close" option to close the Twilio field values displayed.

Step 4: Once you have mapped all the required values, click the "Save Field Mapping" option to save the configured mapping. Once saved, the values will be added to the Zoho Desk fields as per the configuration for all the upcoming messages of the selected event type.

Step 5: Now you can view the saved field mapping and the number of fields mapped. You also have additional options like "Edit", "Duplicate" and "Delete" the created mapping.

6) Create and Manage templates inside Zoho Desk

Step 1: Go to any of the form/chat/conversations views and click the "Add New Template" option to create a new template.

Step 2: Enter the template name, template message content and use the "Save Template" option to save it. You can also use the user fields, emojis or attach file option if required. Once saved, you can access the template later for sending out messages.

7) Get desktop notifications for incoming messages

Step 1: Click on the bell icon within the application.

Step 2: Click on "Enable Now''.

Step 3: Once redirected to the notification page, activate the option "Enable Desktop Notifications on this device".

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

8) Use shared Twilio account with users

On the admin system:

• Click the "Manage App Users" option on the App settings page.

• You can add the Zoho Desk users/agents who can use your Twilio account for sending messages.

• You can able to view the list of all Zoho Desk users/agents and you can add them using the "Add" button.

On the user system:

The user/agent while authorizing the Twilio account, 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.

This is all about the installation and working of the "Twilio SMS MMS Channel Tockets for Zoho Desk" application.

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