Set up Twilio Integration

Twilio, the hosted PBX system integrated with Zoho CRM offers options to organize your organization's incoming and outgoing calls from within Zoho CRM. You can configure the Twilio set up to manage call and associate the calls with the leads/contacts/accounts in your CRM database. The Twilio Integration set up includes three steps:

1. Authorize Twilio
2. Add Twilio Number for Incoming Calls
3. Add Twilio Number for Outgoing Calls

Step 1: Authorize Twilio

To authorize Twilio integration

1. Go to Setup > Channels > Telephony.
2. In the Zoho PhoneBridge page, choose Twilio as the telephony provider.
3. Specify the AccountSID and AuthToken. You can find these details from the Dashboard of your Twilio account.
   
4. Enter the details and Click Authorize.
   
   The Twilio account will be authorized. Refer to Steps 2 & 3 to configure incoming and outgoing numbers.

Step 2: Add Twilio Number for Incoming Calls

To add Twilio phone numbers for incoming calls

1. Go to Setup > Channels > Telephony.
2. Under the Incoming call tab, click Add phone number.
   
3. Enter the Phone number that you purchased from Twilio.
4. Select any one of the options. Based on this, the incoming calls will be channeled to the sales representatives.
   • Configure IVR menu - Set up an IVR menu that will be played for the caller. Based on the options selected by the caller, calls will be directed to the specified users.
   • Associate User - All the incoming calls to this phone number will be channeled to the specified users.

Option 1: Configure IVR Menu

Under IVR Menu Configuration section, do the following:

1. Key Press - Specify a number between 1-9.
2. Menu - Enter a menu option for the number.
3. Action - Select an action from the drop-down list (Assign User or Configure IVR Menu).
   • Assign User - Select one or more users from the list of active CRM users.
     The call will be channeled to the selected users.
     
     When multiple users are selected, you will have the option to specify the Ringing Type.
     • Simultaneous ringing - All the selected users will get an incoming call simultaneously.
     • Sequential ringing - All the selected users will get an incoming call in a sequence. The sequence depends on whoever logs in to Zoho CRM first. If a user is not available, the call will be forwarded to the next user.
       In this option, specify the Ringinterval. The call, if not attended, will be forwarded in this sequence one more time if you select the Repeatringing checkbox.
       
   • Configure IVR Menu - Specify Key Press, Menu and Action to create sub IVR menu and click Done.
     
4. Click on the Add icon to add more menu options and repeat steps from 1.
   You can add up to 5 levels in the IVR Menu.

Under IVR Voice Configuration section, do the following:

1. Voice Format- Select the voice format from the available options. Text, Audio or URL
   • Text - Enter the message as text.
   • AudioFile - Select the Audio file option to attach an audio file for the welcome message.
   • Audio URL - Select the Audio URL option and Specify the URL of the audio file.
2. Welcome message- Add a welcome message for the caller. Example: Thank you for calling Zillum Inc.
3. Menumessage - Enter a menu option for the number. Also specify the format in which it needs to be read. Key and Menu variables will be populated automatically and cannot be removed.
   Example: Kindly Select ${Key press} for ${Menu}.
4. Message when user is busy- Enter the message to notify callers when user is busy.
   Example: All of our users are currently busy please try again after some time. Thank you.
5. Message when user is unavailable- Enter the message to notify callers when user is unavailable
   Example: Our sales department is currently unavailable.
   
6. Call Queue- Using this option, you can queue up the incoming calls for the number configured. You can do the following, while configuring the call queue option:
   • Choose maximum callers to be queued. You can choose up to 25 callers.
   • Set the maximum waiting time for the calls in the queue. Maximum time is allowed is 25 minutes.
   • Choose the required music while the callers are waiting. You can select the default music or customized music. Enter the audio URL if you select customized music.
   • Set an announcement message while the callers are in queue. You can choose from the list of available messages or customize your annoucement message based on your requirements.
   • Set the frequency of your announcement message. You can set frequency up to 30 seconds.
     
7. Call Recording: Click to enable call recording. Please note that, additional charges may appear on your Twilio account if you choose this option.
8. Click Save. IVR menu will be configured.

Option 2: Associate User

1. Select one or more users from the list of active CRM users.
   The call will be channeled to the selected users. When multiple users are selected, you will have the option to specify the RingType.
   • Simultaneous ringing - All the selected users will get an incoming call simultaneously.
   • Sequential ringing - All the selected users will get an incoming call in a sequence. If a user is unavailable, the call will be forwarded to the next user.
     The call, if not attended, will be forwarded in this sequence for a maximum of two rounds.
     
2. Under the Voice Configuration section, you can choose the voice format, enter a welcome message, a message when user is busy and a message when user is unavailable for the caller as per your requirements. You can also manage calls under queue and record your calls, if needed.

Step 3: Add Twilio Number for Outgoing Calls

To add Twilio phone numbers for outgoing calls

1. Go to Setup > Channels > Telephony.
2. In the Zoho PhoneBridge page,under the Outgoing call tab, click Associate phone number.
   
3. Select a user from the User drop-down list.
   All the active users will be listed.
4. Select a phone number from the Phone Number drop-down list.
   All the phone numbers that you have purchased from Twilio will be listed.
5. Click the Add icon to associate more users with phone numbers.
   Based on this association, users will be able to make outgoing calls from their respective phone numbers.
6. CallRecording - You can either enable or disable the call recording option. The recorded calls will be attached to the record under Notes.
7. Click Save.

Use Twilio integration

Once your Twilio integration setup is ready, you can make outgoing calls, receive calls, and add follow-up activities inside your CRM account.

Incoming Calls

When you receive an incoming call from a CRM contact via twilio, you can see a Business Card view of the contact.

You can do the following while you receive calls inside your CRM via Twilio.

1. You can put your call on hold by clicking the Hold icon. Click it again to resume your call, whenever required. Also mute your call, if needed.
   
2. Add a call description if neceessary, so that you use them for future references.
3. Click End Call, once you have finished your call.
4. Also, Add follow up activities (followup call or followup task) once the call is finished.

Outgoing Calls

You can make an outgoing call via Twilio inside your Zoho CRM account.

To make an outgoing call,

1. Click the desired record.
2. In the Record's Details page, click the Phone icon beside the phone number.
   
   The call will be now established.
   
3. Add follow up activities (followup call or followup task) once the call is finished.
   

Follow-up activity

At the end of every call via Twilio, you can add a followup call or a followup task from the Call Ended window in Zoho CRM. These will be automatically associated to the respective record.

Edit or Remove a Phone Number

From the list of incoming and outgoing phone numbers, you can edit or remove them whenever required.

To edit or remove a phone number

1. Go to Setup > Channels > Telephony.
2. In the Zoho PhoneBridge page, the phone numbers added will be listed.
3. Click the Incoming calls or Outgoing calls tab.
4. Move the mouse pointer to a phone number and click on any one of the links:
   • Edit - In the Incoming tab, you can edit the details such as IVR messages, call recording options, automated messages when busy or unavailable, etc. In the Outgoing tab, you can edit the user and the phone number assigned to the user for outgoing calls.
     
   • Remove – In the Incoming tab list, this will disable all incoming calls for the phone number fro within Zoho CRM. In the Outgoing tab, disable all outgoing calls for the user from within Zoho CRM.