Twilio for Zoho Bigin

About

Connect your channels of Twilio to your Zoho Bigin account using Twilio for Zoho Bigin to Communicate with Contacts and Deals.

Features

Connect with Zoho Bigin Contacts & Deals using Twilio
Send Twilio SMS to the required Contacts & Deals
Receive incoming Twilio SMS into Zoho Bigin
Maintain the history of Twilio messages within Zoho Bigin contacts
View the chats held with Zoho Bigin Contacts & Deals
Access the Twilio Inbox to view all the Twilio conversations held
Connect with any contact from the Twilio Inbox
Receive real-time notifications for incoming Twilio SMS
Enable desktop notifications for your incoming Twilio messages for any user
Create message templates
Send pre-defined messages
Access the analytics of the application usage

Pre-requisites

Must be a Zoho Bigin user
Must have a Twilio account
In case of a WhatsApp channel, must have an approved WhatsApp number
Must have Twilio approved WhatsApp templates to initiate conversations

Installation

Visit the Zoho Marketplace where we can find the Twilio WhatsApp & SMS for Zoho Bigin.
Install the integration.
Agree to the required permissions.
Click on Continue.

Agree to the permissions and install the extension

Select the users for whom the extension is to be installed.
Click on Confirm.

Select the Zoho Bigin users for whom the extension is to be installed

Click on 'Settings' on the Configure page of the integration.

Access settings page of integration in Zoho Bigin

Select your Zoho account DC.
Authorize Zoho account.

Select Zoho account DC and proceed to Zoho authorization

Click on 'Accept' to complete Zoho authorization.

Enter the Twilio credentials.
Authorize Twilio account.

Enter Twilio credentials to authorize Twilio account

Applications

Twilio Messages

Go to any Zoho Bigin Contact or Deal.
Click on the 'Send Twilio Message' button.

Send Twilio message from Zoho Bigin Contacts & Deals

You would now be redirected to the application.
Select the Twilio Sender.

Select the Twilio sender to send the message to the contact from

In case you wish to include additional contacts, click on 'Add Recipients'.
Select the country code and enter the contact number.
Click on 'Add'.

Include additional contact number if required

Enter the default country code.
Select the settings for the default country code.
The default country settings available are as follows:

do not add country code

The default country code can be ignored using this option and can be used if all the contacts in Zoho Bigin contain a country code.

add for all phone numbers

In case the contact numbers in Zoho Bigin do not contain a country code, you can use this option to add the country code to all the phone numbers.

add if phone number starts with 0

In case some of saved contact numbers begin with 0, you can use this option to add the default country code to such numbers alone

add if phone number not starts with country code

Using the option the default country code would be added to contact numbers that do not contain a country code alone. In case the number contains a country code, the default country code will be ignored.

Enter the country code and select the condition for the application of the same

Enter the message or insert a message template.
Insert emojis, placeholders and attachments if required.
Send your Twilio WhatsApp or SMS to the Zoho Bigin contact.

Enter and send the Twilio message to the Zoho Bigin Contact or Deal

Chat View

From the drop-down adjacent to Twilio, select 'Chat View'.

Select the Twilio sender and phone field of contact.
You can now view the history of conversations with the contact.
You can also send messages from the Chat View.

View the Twilio chats held with the Zoho Bigin Contact

Message History

Within any Zoho Bigin contact, access the Notes section.
Here you can view the history of messages sent and received via Twilio.

View the history of Twilio messages within each Contact and Deal

Send Twilio Messages to one or more customers

Select the required contacts from the Contacts or Deals module.
Click on 'Send Message - Twilio'.

Select the Twilio sender.
You can include additional contacts using the Add Recipients option.
Enter the contact number.
Click on 'Add'.
Similarly, you can add multiple contacts.

Select Twilio sender and add the required contacts

Enter the message or insert a template.
Insert emojis, placeholders and attachments if required.
Send your Twilio messages.

Real-time Notifications

Receive real-time notifications for the incoming Twilio WhatsApp & SMS messages at the bell icon.
Click on the bell icon to view the messages.
Here you can view the unread and read messages which would be differentiated.
Select any notification to be redirected to the respective record.

Access the associated contact from the notification.
Access the chat history of the particular contact.

Access the associated contact and chats from each notification

Extension Settings

Within the application interface, click on your Ulgebra profile to access the extension settings page.

View the general features, admin settings and the advanced settings of the application.

View the general features, admin settings and advanced settings

Access the extension details and support from the settings page.

Access the help guide and support from the settings page

Twilio Inbox

Select Twilio Inbox.

Here you can view all the Twilio conversations held.
Select any conversation to view the chat history.
You can also send messages to the selected contact.
View the message details beneath each message.
The incoming WhatsApp messages would be highlighted in order to easily sort and reply to messages.
View the read-receipts of the messages sent.

View all the Twilio conversations held within the Twilio Inbox

Select a Twilio sender to view the conversations held with the particular sender.

Select Twilio sender to view conversations using a particular sender

Search for any contact number to view the conversations and send messages to a particular contact.

Search for any contact number to access a specific Twilio conversation

Twilio for Zoho Bigin Tab

Select 'Open in New Tab'.
You would now be redirected to a separate tab where you can access the Twilio for Zoho Bigin at any moment.

Access Twilio integration for Zoho Bigin at all times in a separate tab

Manage Twilio Users

The Zoho Bigin admin can allow users to use a shared Twilio account for communication.
Select 'Manage App Users'.

You can now view the list of Zoho Bigin users.
Click on 'Add' to enable the user to use your authorized Twilio account.
Click on 'Remove' to disable the user from this feature.
You can also Add all or Remove all users.

Add and remove Zoho Bigin users from using your Twilio account

The Zoho Bigin user can now view the invitation sent by the admin on the application settings page.
Accept the invite sent by the admin.

User account - Accept the invitation sent by admin

Select the admin account to authorize using the shared Twilio account.

Authorize Twilio using the admin account

Twilio Incoming Settings

Select 'Incoming events sync'.

Access the settings for incoming Twilio messages

Enable 'Capture incoming messages' to receive incoming Twilio WhatsApp & SMS.
New contacts would be added for incoming messages from nonexisting contacts.
In case you do not wish to receive incoming messages from non existing contacts enable the option 'Ignore messages from NEW customers'.
Add the Twilio numbers from which incoming messages are to be received using the 'Add Numbers Now' option.

Enable and setup incoming Twilio messages, Add Twilio numbers to receive incoming from

You would now be redirected to the Twilio sender pool page.
Click on 'Add Senders'.

Select the Sender type as Phone Number for SMS channel and WhatsApp Number for WhatsApp channel.
Click on 'Continue'.

Select the sender type as WhatsApp or SMS sender

You can now view the list of Twilio senders available for the selected sender type.
Select the Twilio sender you wish to add.
Add the selected Twilio senders.