Step 1: Create a connection for Twilio

1. Navigate to Setup > Developer Space > Connections and click Create Connection.
   
   
   
   
2. Under the Default Services tab, select Twilio.
   
   
   
   
3. Enter the Connection Name as Twilio and click Create And Connect.
   The Connection Link Name will be automatically populated.
   
   
   
   
4. Click Connect.
   
   
   
   
5. Click Authorize in the Authorization page.
   
   
   
   
6. Enter the Account SID and Auth Token and click Authorize.
   
   
   

Step 2: Create a custom function

1. Navigate to Setup > Automation > Functions and click Create Function.
   
   
   
   
2. Enter the following details and click Save:
   
1. Function Name: NotifyUserAboutNewRequest
   
2. Module: Requests
3. In the Deluge Script Editor, enter the following script:
   
   

   /*---------------------------------- Fetch all Customer Service Agent email ----------------------------------*/ userEmail = ""; userMobile = ""; UserRespList = zoho.fsm.getRecords("users").get("users").toList(); for each  UserResp in UserRespList { UserRespMap = UserResp.toMap(); if(UserRespMap.get("client_profile") == "Customer Service Agent") { userEmailTemp = UserRespMap.get("email"); userEmail = userEmail + "," + userEmailTemp; } if(UserRespMap.get("client_profile") == "Administrator") { userMobile = UserRespMap.get("mobile"); } } if(userEmail != "") { userEmail = userEmail.subString(1,userEmail.length()); } /*---------------------------------- Fetch Request Detail ----------------------------------*/ requestId = request.get("id"); requestResp = zoho.fsm.getRecordById("Requests",requestId); requestData = requestResp.get("data").toMap(); Name = requestData.get("Summary"); id = requestData.get("id"); Phone = requestData.get("Phone"); Email = requestData.get("Email"); Priority = requestData.get("Priority"); Contact = requestData.get("Contact").toMap().get("name"); /*---------------------------------- construct message ----------------------------------*/ message = "Dear Customer Service Agents,<br><br> A new request has been added to FSM. Details are as follows: <br><br> Request Summary - " + Name + ", <br>Priority - " + Priority + ", <br>Customer name - " + Contact + ",<br> Customer Email - " + Email + ",<br> Customer Phone - " + Phone + ",<br> FSM Link - https://fsm.zoho.com/home#/tab/Requests/" + id + "<br><br>Kindly check the request and do the needful. <br><br>Thanks & Regard,<br>Admin"; /*---------------------------------- Send Mail ----------------------------------*/ sendmail [ from :zoho.adminuserid to :userEmail subject :"New Request received in FSM" message :message ] /*---------------------------------- Send SMS ----------------------------------*/ bodymap = Map(); bodymap.put("To",userMobile); bodymap.put("From","+15139958354"); bodymap.put("Body",message);   //Replace {AccountSid} with actual value sms_response = invokeurl [ url :"https://api.twilio.com/2010-04-01/Accounts/{AccountSid}/Messages.json" type :POST parameters:bodymap connection:"twilio" ]; info sms_response;

Step 3: Create a workflow rule

1. Navigate to Setup > Automation > Workflow Rules and click Create Workflow.
   
2. Enter the following details, then click Next :
   
1. Module: Requests
   
2. Rule Name: Notify User about New Request
   
3. Description: Notify the Administrator via SMS and the Call Center Agent via email of new requests
   
   
   
   
3. Select the rule trigger as Created and click Next.
   
4. Select the rule criteria as To all Requests. Click Next.
   
   
   
   
5. Click +Action and select Function.
   
   
   
   
6. Select Existing Functions and click Next.
   
   
   
   
7. Select the function created in the previous step.
   
   
   
   
8. Click Save.
   
   

Testing the use case