Twilio Integration - Zoho Desk Knowledgebase

Twilio Integration With Zoho Desk

Twilio is a cloud-enabled or hosted PBX platform which makes it incredibly easy for you to use the voice channel with your web apps. By integrating Twilio with Zoho Desk, you can organize your organization's incoming and outgoing calls from within Zoho Desk. You can configure the Twilio set up to manage and associate the calls with the tickets, contacts, and accounts in your help desk.
Notes
Note:
  • Twilio integration is available only in the Professional and Enterprise editions of Zoho Desk.
  • Only users with Profile permission for managing Support Channels [Telephony] can access this feature.

Twilio Advantage

With Twilio for Zoho Desk, you can:
  • Effortlessly handle voice channels (Phone) for sales, marketing, and customer support
  • Receive and make calls from within your browser with caller ID information
  • Setup phone tree menu (or IVR) to segment and route calls to the most appropriate agent
  • Track and audit the entire gamut of voice process by recording conversations
  • Associate calls with tickets on the fly
  • Log the duration of individual calls automatically
  • Cut down on your time and effort spent in installing telecom systems
  • Save recurring EPABX and telecommunication expenses

Prerequisites

Before you start using Twilio in Zoho Desk, you must complete the following tasks:
  1. Sign up for a Twilio account.
  2. Make a note of your Account SID and Auth Token unique to your Twilio account.
  3. Purchase Twilio phone number to be used for outbound and inbound calls. You can purchase a number under the Numbers tab of your Twilio account.

Setting up Twilio Integration

The Twilio Integration setup includes five steps:
  1. Configure Twilio
  2. Add Twilio Phone Number
  3. Configure Call Routing
  4. Set up Additional Call Configuration
  5. Configure Automated Messages

Step 1: Configure Twilio

To configure Twilio integration:
  1. Click the Setup icon (  ) > Channels > Phone. 
  2. In the Telephony List page, click Twilio.
  3. In the Twilio details page, click Enable.
  4. In the Configure Twilio page, specify the Account SID and Auth Token from your Twilio account.
  5. Click Configure Twilio Account.

The Twilio account will be configured in Zoho Desk.

Step 2: Add Twilio Phone Number

To add Twilio phone numbers for inbound and outbound calls:
  1. Under Configure Phone Number section, select the Twilio number from the Phone Number drop-down list.
    If you have multiple phone numbers, you can add one at a time.
  2. Enter the Fallback Number — provide a phone number where your inbound calls will be forwarded in the event of Twilio being unable to connect to Zoho Desk.
  3. Enter the Alias Name and Description for the selected phone number.
  4. Select a Default Department (when you have more than one) for the phone number.
    Your customer's missed and voice message calls will be added as tickets in this department.
  5. Select a Business Hour to define the actual hours of operation of your Tele-support agents.
  6. Click Next.

Step 3(A): Route Calls Directly

To route calls directly to agents:
  1. Under Configure Call Routing section, select the routing type as Directly to agents.
  2. Associate one or more agents from the drop-down list.
    The calls will be channeled to the selected agents. When multiple agents are selected, you will have the option to specify the Ringing Type.


      
  3. Select the Ringing Type: 
    • Sequential: All the selected agents will get an incoming call in a sequence. The sequence depends on whoever logs in to Zoho Desk first. If an agent is unavailable, the call will be forwarded to the next agent. 
    • Simultaneous: The first ten concurrent users based on the order they appeared online for Twilio will received an incoming call simultaneously.
  4. Specify Ring Interval and Repeat Count:
    • Ring Interval: Duration of time a call will ring on an agent's browser or phone.
    • Repeat Count (for sequential ringing only): Number of times a call will be routed to your agents in a sequence. The call, if not attended, can be forwarded in this sequence for a maximum of ten times.
  5. Click Save & Next.

Step 3(B): Route Calls with IVR

To route calls with IVR:
  1. Under Configure Call Routing section, select the routing type as Using IVR.
  2. Enter an IVR Number (say'1').
  3. Enter an IVR Menu Name (say 'Zylker') for the number.
  4. Select an action from the drop-down list (Choose Agent or Configure IVR Menu).
    • Choose Agent - Select one or more agents from the drop-down list. The calls will be channeled to the selected agents.
      When multiple agents are selected, you will have the option to specify the Ringing Type.



    • Configure IVR Menu - Specify IVR Number, IVR Menu Name and Action to create sub IVR menu and click Done.
      You can add up to 5 levels in the IVR Menu.


  5. On choosing agents, select a Department from the drop-down menu.
    Your customer's missed and voice message calls will be added as tickets in this department.
  6. Click the Add icon (  ) to add more menu options and repeat steps from 2.
  7. Specify the IVR Read Out Format. The entered text will be read out for every calling party to guide them to an appropriate agent.
    The     Number and Menu variables can be drag-dropped and cannot be removed.
  8. Select the Ringing Type: 
    • Sequential: All the selected agents will get an incoming call in a sequence. The sequence depends on whoever logs in to Zoho Desk first. If an agent is unavailable, the call will be forwarded to the next agent. 
    • Simultaneous: The first ten concurrent users based on the order they appeared online for Twilio will received an incoming call simultaneously.
  9. Specify Ring Interval and Repeat Count:
    • Ring Interval: Duration of time a call will ring on an agent's browser or phone
    • Repeat Count (for sequential ringing only): Number of times a call will be routed to your agents in a sequence. The call, if not attended, can be forwarded in this sequence for a maximum of ten times.
  10. Click Save & Next.
Notes
Note:
  • You can add an agent to more than one Twilio number to make and receive calls in Zoho Desk.
  • You can associate an agent with more than one IVR Number.
  • You can create an unlimited number of IVR menus. 

Step 4: Set up Call Configuration

To set up additional call configuration:
  1. Under Additional Call Configuration section, do the following:
    • Enable the Tickets for Missed Calls option.
      You can choose to create new tickets for - all missed calls, inbound missed calls, or outbound missed calls.
    • Enable the Voicemail for Missed Calls option.
    • It provides your customers with the option of leaving a voice message if your agents cannot answer them.
    • Enable the Call Transfer option.
      It allows your agents to redirect a call to the right agent or department so that customer queries are answered immediately.
    • Enable the Call Recording option.
      The conversation between your agent and customer will be recorded and added to the ticket upon call completion.
    • Enable the Call Queue option.
      It provides your customers the option of remaining on the phone while they wait for an agent to answer. When you enable call queue, you will have the option to specify the maximum Queue Length.
    • Specify the Callers Allowed in the Queue.
      You can enter a maximum queue length of 100.
    • Customize the call Hold Music.
      Zoho Desk provides you with a default hold music. You can choose to upload a custom music file from your machine or enter the public URL of a cloud file.
  2. Click Save & Next.


Notes
Note:
  • You may be charged for recording call conversations by Twilio. Learn more.

Step 5: Configure Automated Messages

To set up automated messages:
  1. Under Configure Automated Messages section, you can find the default automated messages for the following situations:
    • Welcome
    • Call Waiting
    • All Agents Busy
    • Agent Unavailable
    • Non-business Hour
      You can choose to customize the automated messages as text, upload a custom automated message from your machine or enter the public URL of a cloud file.
  2. Click Save & Complete.


Finito! It's complete! You can find the details of your Twilio phone number, routing type and the associated agents under the Twilio Configuration page. You can click the Edit icon (  ) corresponding to the Twilio number to change the settings. Also, click the Delete icon (  ) to remove the Twilio number from Zoho Desk.

Forwarding Calls

Forward the customer support calls received at your Twilio number to an agent's desk or a cell phone.
To set up call forwarding for Twilio:
  1. Click the Setup icon (  ) > Channels > Phone. 
  2. In the Telephony List page, click Twilio.
  3. In the Twilio Configuration page, click the Twilio number you'd configured.
    The list of agents configured for the number will be displayed. 
  4. Click the Edit icon (  ) and enter the Number where you want to forward their calls.
    The agent's desk or cell number will be auto-populated when existing.
  5. Click Save.
  6. Click the toggle button corresponding to the agent to turn on call forwarding.
Call forwarding will be enabled instantaneously.
Notes
Note:
  • Only Zoho Desk administrators can configure call forwarding for agents.
  • Forwarding calls to a desk or a cell phone is subject to local rates per country.

Setting your Twilio Status

The Twilio status controls your availability to answer calls in Zoho Desk. There are the two primary statuses:
  • Over the Web: The agent is supposed to make/receive calls over the browser.
    • Online: Available for answering calls
    • Busy: Wrapping up the last call and unavailable to answer new calls
    • Offline: Not available for answering calls (though signed into Zoho Desk)
  • Over the Phone: The agent is supposed to receive calls on a desk or a cell phone.
To set your Twilio status:
  1. Click on your account Photo in the top right corner of our help desk.
  2. Select the status drop-down menu corresponding to Phone.
    The Phone drop-down menu in itself allows you to pick your primary status.
  3. Select Online, Busy or Offline as your phone status.
Your settings will be saved instantaneously.
Notes
Note:
  • The option to set your phone status is available only when you are associated with a Twilio number.
  • Over the Phone, status can be chosen only when you are enabled to receive calls on a desk or a cell phone.
  • If you have closed the browser window, we automatically set your phone status to "offline" after about five minutes. You must update the status to "online" the next time you log on to Zoho Desk.
  • If you have chosen "Over the Phone" status, you will continue to receive calls irrespective of having your browser window closed or signed out.

Revoking Twilio Integration

When you revoke the integration, you cannot answer or receive calls at your Twilio number in Zoho Desk. However, the call data associated with tickets will remain intact.
To revoke the integration:
  1. Click the Setup icon (  ) > Channels > Phone. 
  2. In the Telephony List page, click Twilio.
  3. Click the More icon (  ) in the upper-right area of the page and then click Revoke Integration.
  4. Click Revoke Integration again, to confirm.
Info
Ready Reckoner
Ensure that you follow the below instructions for a hassle free configuration of Twilio in Zoho Desk.
  1. Test your browser and network compatibility for Twilio. Errors, if any, should be reported to Twilio.
  2. Read through the Twilio's minimum requirements document before you make or receive calls.
  3. Do not edit the VoiceURL and Status CallBack URL for both the Twilio number and the TwiML application inside Twilio.
  4. Make sure that you have enough Twilio Credit on your account balance.