Twilio

Overview

Integrating Twilio with your CRM system can greatly enhance customer communication by enabling calling your clients, receiving calls, record & store your conversations at one place, and send Voice Messages directly from your CRM platform.

This integration is valuable for various purposes, including customer support, marketing campaigns, and more, allowing you to connect with their clients in a more efficient and cost-effective manner.

Streamline Telemarketing Communication with Twilio Integration

In this article, we will guide you through the steps to integrate Twilio with your CRM, including the setup of its telemarketing features.

---

Creating Twilio Account

To successfully configure the integration between Twilio and your CRM system, the first crucial step is to ensure you have an active Twilio account.

Don't have an account yet? If you haven't registered to Twilio already, please visit the Twilio website and create your account by filling out the required sign up form.

Once your account is set up, you'll need to verify your email address to activate it fully. This is essential for gaining access to the platform's features. Following activation, log into your Twilio account and navigate to the API section to obtain the necessary API credentials.

---

Configuring Twilio Integration

Setting up Twilio with your CRM list is a straightforward process that typically takes only a few moments. Let's get stared!

Go to Integrations

On the main dashboard of your list, find the Integrations button, which is represented by a plug icon in the main navigation menu. Click on it to view the available integration tools:

Select Twilio

To proceed, locate the list of available tools on your interface and search for Twilio. Once you find it, click on the prominent blue +Integrate button to initiate the setup process:

Next, paste your Account SID, AUTH TOKEN, Application SID, API KEY, and API SECRET from your Twilio account into the designated fields:

Account SID

An Account SID (Account SID stands for "Account Identifier") is a unique identifier associated with your account in Twilio. You can find it at the bottom of your main dashboard in the Account Info section:

AUTH TOKEN

An Auth Token is a secret key used alongside the Account SID to authenticate and authorize API requests, ensuring secure access to the platform's services. Similary to the Account SID, you will fin your Auth Token in the Account Info section:

Application SID

TwiML App

A TwiML App in Twilio is a tool that helps you manage how Twilio handles calls and messages. It works by linking your Twilio phone number to specific instructions (TwiML code) that tell Twilio what to do when a call or message comes in, like forwarding a call, playing a message, or recording a conversation.

To access the Application SID, start by searching for TwiML App in Twilio browser and select this option from the search results:

Next, create a new TwiML App in the TwiML Apps section by clicking the blue button on the right side of the screen:

In the TwiML App creation view, set a name for your app and fill in the following fields:

• Request URL

• Status Callback URL

Each list in your CRM will have a unique Request URL and Status Callback URL. You can find the correct URLs in the Twilio integration view, displayed on a blue background. Please copy your unique URL's and past them in the relevant fields:

Once you finish creating the new TwiML App, click the Create button, and it will appear in your list of apps.

After creating the TwiML app, link it to your desired phone number in Twilio. To do that, locate the View all numbers button in your Account info section:

Next, select the number you want to connect to your new TwiML App. In the Configure tab, navigate to the TwiML App dropdown and select the app you created.

Now, go back to your TwiML Apps view and click on the name of your new App to display it's details along with its Application SID. Copy and paste your App SID in the CRM Twilio integration view.

API KEY & API SECRET

To obtain your API Key and API Secret, go to your Account Dashboard, navigate to the Account Info section, and click on the Go to API Keys link found in the API Keys area:

Next, in the API Keys & Tokens view, create a new API key by clicking the blue Create API Key button located on the right side of the page:

Next, set a name for your new API Key, choose the region, and select the type of API Key you want to create. Then, click the Create button.

In the final step, copy the SID and SECRET of your API key and paste them into the appropriate fields in the Twilio configuration view in your CRM.

SECRET

Bear in mind that the key SECRET is available to you only once. Make sure you copy it and keep it in the safe location.

The information entered in the Twilio configuration within the CRM should be formatted as follows:

---

Configuring Details

Once you have pasted your credentials, proceed to the more detailed Twilio integration settings to configure additional options and tailor the integration to your needs.

Telephone

This designated number will serve as your primary line for reaching out to clients, facilitating smooth and efficient communication. Additionally, if you choose to enable incoming calls, clients will have the opportunity to contact you directly through this number, enhancing accessibility and fostering stronger connections.

• Buy number in Twilio

If you want to set up a new number for integrating Twilio with your CRM list, you can purchase a new number directly from Twilio:

Direct Calling

Activate this feature (set to ON) to facilitate seamless communication with clients by enabling direct calls from within your CRM system. By doing so, users can initiate outbound calls to clients with a simple click, eliminating the need to switch between different apps.

Additionally, you can configure settings to allow for incoming calls from clients, ensuring that your team can receive and manage calls effectively. You can specify which CRM users have the permissions to handle these incoming calls, allowing you to maintain control over call routing and ensure that the right personnel are available to address client inquiries promptly.

Voice Messages (VMS)

Within the Twilio integration settings of your CRM, you have the capability to enable or disable voice messages. These automated audio messages serve as a preliminary greeting that clients hear upon connecting to your number and whenever you call the client.

Use Case Example

Imagine you place a call to a company and are greeted by a polished automated response, such as, „Thank you for calling! Please hold while we connect you to a specialist who can assist you.” Voice Messages in CRM work exactly like this. This functionality enhances your clients experience by providing clear communication and an organized flow to their inquiries.

In the Twilio integration settings you can set up the name, content, and language of your voice message as well as the content of the goodbye message. Feel free to experiment!

Connect Calling

Alternatively, you can create customized internal voice messages for your employees, enhancing their engagement and clarity during calls. For instance, a message like, „You will soon be connected to your client XYZ,” can be very effective.

To implement this feature, simply enable the connect calling option and craft text templates following the same process as outlined in the previous step. This allows for seamless communication and prepares your team for important client interactions.

All set?

Hit the Save button and start making calls, sending voice messages, and managing your communication directly from CRM with the Twilio integration!

---