Twilio Pro
Verified by FreshworksEnhance your Freshdesk experience by integrating SMS communication through Twilio.
Published by V Tecknologies (about 2 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Enhance your Freshdesk experience by integrating SMS communication through Twilio. This app empowers you to seamlessly manage customer interactions via SMS, providing a comprehensive support solution.
Features:
1.SMS Ticket Creation: Automatically convert incoming SMS messages into Freshdesk tickets with a configured Twilio number.
2.SMS Ticket Replies: Notify customers of agent replies via SMS. Customers can quote ticket numbers to respond directly.
3.Time-Based Ticket Creation: Consolidate all customer messages within a specified timeframe into a single ticket.
4.Template-Based Ticket Creation: Use configurable templates for customers to create tickets via SMS.
5.Attachment Support: Freshdesk agents can send MMS attachments to customers.
6.Anytime SMS: Configure and use frequently sent SMS templates directly from the ticket sidebar for follow-ups, ticket closures, or requesting more details.
7.Status Updates: Send automatic SMS notifications when ticket statuses change.
Transform your customer support by integrating Twilio with Freshdesk, and leverage the power of SMS to enhance communication and streamline your support processes.
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Install the App:
Start by installing the app from the marketplace. A free trial is available for you to explore its features.
Twilio Account Requirements:
1.Ensure you have a paid Twilio account to use this app.
2.Purchase a Twilio Dedicated Number:
3.To buy a Twilio phone number, navigate to this link https://support.twilio.com/hc/en-us/articles/223135247-How-to-Search-for-and-Buy-a-Twilio-Phone-Number-from-Console.
Validate Twilio Account:
Enter the following integration settings to validate your Twilio account:
1.Twilio phone number
2.Twilio SID
3.Twilio Auth Token
4.Click on "Verify Twilio Account." A success message will confirm successful validation.
Validate Freshdesk Account:
Enter the following integration settings to validate your Freshdesk account:
1.Freshdesk domain
2.Freshdesk API key
3.Click on "Verify Freshdesk Account." A success message will confirm successful validation.
Once validated, configure settings for your Twilio Plus app.
Configure SMS Templates:
Under SMS templates, you have two options for auto-response SMS:
1.Enable Status Change: Send an auto-generated SMS with a customizable template when the ticket status is updated.
2.Enable New Reply/Public Note: Send an auto-generated SMS with a customizable template when a new reply or public note is added to a ticket.
3.Create Custom SMS Templates:
4.Create templates for agents to efficiently respond to repetitive customer queries.
Configure Incoming SMS Settings:
Decide when to generate a ticket from incoming SMS:
1.Automatically generate a ticket for any incoming message within a specified timeframe, consolidating messages into one ticket.
2.Generate a ticket only when the message follows a pre-defined format, prompting customers with the correct format if needed.
Setup Webhook URL:
Generate a webhook URL post-app installation and configure it in your Twilio account:
Copy the URL from the "Incoming SMS Settings" tab.
Paste it in your Twilio phone number’s webhook configuration.
For more help, refer to this article.
https://www.twilio.com/docs/sms/tutorials/how-to-receive-and-reply-php#configure-your-twilio-number
Final Step:
Complete the installation process and start using the app to enhance your Freshdesk support with SMS capabilities.
Things to Note :
You can sign up for a twilio Free account to get started from here - https://help.twilio.com/articles/223136107
There are few restrictions with the Twilio account to be kept in mind
You will have to verify caller IDs before you can send replies to them
For sending replies to a US number, you will have to verify your identity with Twilio
When sending replies from non US number to US number, Twilio trims any messages with symbols (@,!) on them
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
No
Is the End-User data encrypted in transit?
No
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
No
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
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Enter your Freshdesk URL to proceed
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Version History4.0 (October 2024)
Minor bugs are fixed
3.0 (September 2024)
An agent can send an SMS without a template if a new reply or public note is added to the ticket
2.0 (August 2024)
Feature:
1.Users can now send MMS from the Twilio Pro app.
Bug Fixes:
1.Agents can now send SMS from the app even if the ticket was not created by the Twilio Pro app.