#### Twilio

Features available with Twilio integration:

- Twilio allows software developers to programmatically make and receive phone calls and send/receive text messages using its web service APIs.

- Staff can see and extract the domain wise chat transcripts using Twilio icon from header menu on manage portal.

- If staff wants to convert the conversation into ticket then open particular chat & select convert to ticket option which is at the right side of the page.

Steps for the Twilio integration:

Step 1] Sign up for a Twilio account: https://www.twilio.com

Step 2] After the activation of the account one can get its Twilio number from:

Voice, SMS & MMS >> Getting Started >> Get your Twilio number

Step 3] Now create the Twilio Apps from: Dev Tools -->> Create API-- >> Create API key

Ex: Voice request URL will be like http://your_help_desk_url.com/twilio.php

SMS Request URL will be like http://twimlets.com/echo?Twiml=%3CResponse%3E%3CSms%3EHello+Buddy+thanks+for+msg%3C%2FSms%3E%3C%2FResponse%3E

Ones the TwiML app is created then one will get the Sid.

Step 4] Now go to numbers-- >> Twilio numbers https://www.twilio.com/user/account/phone-numbers/incoming

Step 5] Select the Twilio number from the listing. It will display the properties along with Voice/ SMS and MMS configuration

For voice: Configure with the application. And the particular application is to be selected from the drop down.

For SMS & MMS: Configure with TwiML app. And the particular TwiML app is to be selected from the drop down.

Step 6] Log-in to the manage portal,

Settings/Integrations/ Twilio

Domain: The domain for which the Twilio settings are to be done is to be selected from here.

Title: The title for the Twilio needs to be mentioned here.

Account sid: Account sid that one gets from Twilio account settings needs to be mentioned here.

Auth token: Auth token that one gets from Twilio account settings needs to be mentioned here.

One can get the Account sid and Auth token from https://www.twilio.com/user/account/settings

Apps sid: The Apps sid that one get after creating the TwiML App is to be mentioned here.(Refer step 3)

Status: The status can be either enabled or disabled from here.

When this setting is completed there will be a menu that will appear after notifications. It will consist of options like:

Offline: If the status is set to offline then he will not receive any of the incoming calls.

Forward to: If forward to is set then the calls will get forwarded to the forward number.

Call: Staff will be able to make the calls to the clients from here.

Send message: Staff will be able to send messages to the clients from here.

Now the staff members can also call the clients from client details page.

Note: To accept calls in browser please make sure your browser supports requirements specified by Twilio http://clientsupport.twilio.com/

Staff will be able to see call & message details on Twilio section from header menu on manage portal.

After the successful adding of the Twilio account go to:

Path: Settings/Staff Section/Team/Integration/Twilio/ Select Yes.