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

Communication channels

The communication channels that can be used with this HubSpot 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. 

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

Step 3: Select the check boxes and click "Continue to install" button.

Step 4: Choose the profiles for which you would like to install the application in Zoho CRM, then click Confirm. 

Step 5: Now, your extension has been installed successfully. 

Authorization:

Step 1: To authorize the extension, click on the Settings option

Step 2: Initially, you need to log in to Ulgebra. If you are new to Ulgebra, you may be prompted to sign up for an account. Please create an Ulgebra account or sign in to continue.

Step 2:  Now you have to authorize your Zoho CRM. Click on "Authorize Now" option after selecting your your Zoho Account DC from the dropdown.

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.

Step 3:  Paste the Account SID and Auth Token in the required fields and click "Authorize." 

ii) Sharing Admin's Twilio Account with Other Users:

Admin can share their Twilio account with other users so that a single Twilio account can be accessed and used by all users.

The following steps should be performed by the admin to send invitations to users:

Step 1: Go to the Settings page and navigate to the Organization option 

Step 2: You will be able to view the list of all Zoho CRM users, and you can add them using the "Add" button. Once added, your users will be able to authorize and use your Twilio account. 

ii) Authorization of Twilio in the user system:

Steps to be followed by the users to accept admin's invitation:

Step 1: Log in to Ulgebra using your email ID, then go to the Settings page of Twilio for Zoho CRM and click Accept in the Organization popup that appears. 

Now the user has successfully accepted the admin’s invitation and is able to use the admin’s shared Twilio account. 

How to configure sync between Twilio and Zoho CRM

Step 1: On the Settings page, click on the "Sync Twilio to Zoho CRM" option 

Step 2: Enable the "Capture Incoming Messages" option to receive incoming messages inside the inbox/conversation view. 

Step 3: Scroll down to see your SMS and WhatsApp sender numbers synced with Zoho CRM. Once the numbers are synced, you can directly start sending and receiving messages. 

Step 4: Scroll down and enable the “Record Messages in Zoho CRM” option, then choose your preferred module where records should be created when an incoming message is received. 

If you want to upload incoming attachments to the contact record, please enable the toggle button next to that option.

Also, enable Signal Notifications in Zoho CRM to receive Signal notifications for the Contacts or Leads module.

To ignore messages from new customer, please enable the toggle button next to that option.

Step 5: Phone Number Matching

This option helps match incoming phone numbers with existing records in Zoho CRM. You can choose how phone numbers should be compared with the numbers stored in your CRM records.

Available Matching Formats:

1. Without Country Code Prefix

Use this option if your CRM phone numbers are stored without the country code.

2. Starts with 0

Use this option if your CRM phone numbers are stored with a leading 0.

3. Starts with +

Use this option if your CRM phone numbers are stored in international format with a + symbol and country code.

Please enable the format that matches how phone numbers are saved in your Zoho CRM records to ensure proper contact matching.

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

Step 2: 

• Once you click the "Send Twilio Message" button, you will be redirected to the chat view. 

• The values from both the Phone and Mobile fields will be automatically fetched into the phone number section. 

• If the contact already has previous conversations, they will be displayed in the chat view. 

• You can choose your sender number using the drop-down option next to the sender number field. 

• Ensure that the recipient number includes the country code. If not, please add it before sending the message. 

• For initiating WhatsApp conversations, only Twilio-approved templates can be sent to customers. To insert a template, type "/" in the message box. 

• While sending SMS messages, you can either type your own custom message or select a pre-approved template. 

• After entering the message, click the Send Message icon to send the message. 

Step 3: Under the Twilio Messages option inside your Contact/Lead record, you can view the history of messages sent and received for that particular contact or lead. 

Chat view inside your Leads.

• Inside the lead on your left panel, you can able to view the "Twilio inbox" option. 

• You can also have one-to-one conversations in the chat view from a contact record.

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

Send Twilio Messages to your Contacts/Leads from the list view

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

Step 2: 

• The phone numbers from the selected module will be automatically fetched here.
  
  

• Choose your sender number by clicking the dropdown in the “From” section.
  
  

• Enter your default country code in the required field so that the country code will be automatically added to numbers that do not already have one in the record.

• Choose the template for the message by clicking the “Use Template” option.

• 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: Choose the sender number for the automated message and enter the recipient number. Once entered, select the template you would like to use for the automation.

Step 3: Fill in the placeholders if your selected template contains any placeholders and click "Done".

 Step 5: Click on the Setup icon and navigate to the "Workflow Rules" section.

Step 6: Click on the "Create Rule" option to create a new workflow rule.

Step 7: Choose your CRM module, enter the rule name, and click "Next".

Step 8: Select the condition for when the workflow should be triggered and choose the workflow condition for execution. 

Step 9: Select the webhook option and configure it to set up the workflow. 

Step 10: Enter the webhook name and choose "POST" as the method. In the "URL to Notify" field, please copy and paste the webhook URL from the Workflows page.

Step 11: Choose the type as "RAW" and the format as "JSON". In the "To" field, type "#" to insert Zoho CRM placeholders. Then, choose either the Mobile or Phone field.

Step 12: Please insert the correct values in the "content variables field" by typing "#"if your template contains placeholders. 

To set the default country code for the recipients number, enter your preferred country code in the "Fill Here" area under the Default Country Code field.

Click the "Save and Associate" option to save and activate the workflow.

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.

Step 2: Click the enable button to enable the desktop notifications.

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

Notification Permission Settings for Assigned and Unassigned Chats :

Set permissions for each user regarding notifications. For example, you can control who receives push notifications and in-app notifications separately for assigned and unassigned chats for each sender.

If you click on the notification re-direct icon you will redirected to the specific lead chats 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.