Features available with Twilio integration:
- Twilio allows software developers to programmatically make and receive phone calls and send/receive text messages using its web service APIs.
- Staff can see and extract the domain wise chat transcripts using Twilio icon from header menu on manage portal.
- If staff wants to convert the conversation into ticket then open particular chat & select convert to ticket option which is at the right side of the page.
Steps for the Twilio integration:
Step 1] Sign up for a Twilio account: https://www.twilio.com
Step 2] After the activation of the account one can get its Twilio number from:
Voice, SMS & MMS >> Getting Started >> Get your Twilio number
Step 3] Now create the Twilio Apps from: Dev Tools -->> Create API-- >> Create API key
Ex: Voice request URL will be like http://your_help_desk_url.com/twilio.php
SMS Request URL will be like http://twimlets.com/echo?Twiml=%3CResponse%3E%3CSms%3EHello+Buddy+thanks+for+msg%3C%2FSms%3E%3C%2FResponse%3E
Ones the TwiML app is created then one will get the Sid.
Step 4] Now go to numbers-- >> Twilio numbers https://www.twilio.com/user/account/phone-numbers/incoming
Step 5] Select the Twilio number from the listing. It will display the properties along with Voice/ SMS and MMS configuration
For voice: Configure with the application. And the particular application is to be selected from the drop down.
For SMS & MMS: Configure with TwiML app. And the particular TwiML app is to be selected from the drop down.
Step 6] Log-in to the manage portal,
Settings/Integrations/ Twilio
Domain: The domain for which the Twilio settings are to be done is to be selected from here.
Title: The title for the Twilio needs to be mentioned here.
Account sid: Account sid that one gets from Twilio account settings needs to be mentioned here.
Auth token: Auth token that one gets from Twilio account settings needs to be mentioned here.
One can get the Account sid and Auth token from https://www.twilio.com/user/account/settings
Apps sid: The Apps sid that one get after creating the TwiML App is to be mentioned here.(Refer step 3)
Status: The status can be either enabled or disabled from here.
When this setting is completed there will be a menu that will appear after notifications. It will consist of options like:
Offline: If the status is set to offline then he will not receive any of the incoming calls.
Forward to: If forward to is set then the calls will get forwarded to the forward number.
Call: Staff will be able to make the calls to the clients from here.
Send message: Staff will be able to send messages to the clients from here.
Now the staff members can also call the clients from client details page.
Note: To accept calls in browser please make sure your browser supports requirements specified by Twilio http://clientsupport.twilio.com/
Staff will be able to see call & message details on Twilio section from header menu on manage portal.
After the successful adding of the Twilio account go to:
Path: Settings/Staff Section/Team/Integration/Twilio/ Select Yes.