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    Vtiger Integration with Twilio

    Learn about Phone Calls integration with Twilio in Vtiger CRM!
    R
    Ruba
    20 Dec, 2024 - Updated 22 hours ago
    Table of Contents

    Feature Availability

    Vtiger Editions:  One Pilot | One Growth | One Professional | One Enterprise | One AI
     

    Introduction

    Imagine having all your customer call interactions organized and easily accessible in one place. That’s exactly what the Phone Calls Module in Vtiger CRM does for you. 

    The Phone Calls module helps you track, manage, and log every phone call with your leads, customers, and team members—ensuring no critical conversation slips through the cracks.

    With the Phone Calls module, you can:

    • Place calls directly from your desktop or laptop. 
    • Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, and many more

    Additionally, you can use different telephony gateways! 

    The Phone Calls module lets you connect to other hosted telephony services such as  ViciDial, Knowlarity, Exotel, Telzio, Plivo, and Asterisk ver. 1.4 and 1.6 (without Vtiger Connector) and Asterisk ver. 1.8 - 11 (with Vtiger Connector).

     

    Integration with Twilio

    Streamline your customer interactions by integrating Twilio with Vtiger's Phone Calls module. This integration allows you to make and receive calls seamlessly within the CRM platform.

    With Twilio's robust API and Vtiger's comprehensive CRM capabilities, you can streamline call management, automate follow-ups, and maintain a detailed call log.

    Requirements:

    • You need to have an active Twilio account.
    • You should have integrated your Twilio phone number with the Phone Calls module in Vtiger.

    By embedding Twilio's telephony features into Vtiger, you can improve customer engagement and strengthen your communication strategy effectively.
     

    Other Telephony Gateways in Vtiger CRM

    Vtiger CRM’s integrated telephony helps to connect with the following:


    Benefits of Twilio Integration

    Following are some of the benefits of integrating the Phone Calls module with Twilio:

    • Communicate seamlessly in real-time through voice calls, SMS, and chat directly from the CRM.
    • Automate follow-ups, reminders, and notifications, ensuring timely communication.
    • Automatically log calls and messages in the CRM with details, including duration, time, and notes.
    • Generate metrics like call duration, missed calls, response rates, and more, which can be accessed within the CRM. 

     In this article, you will learn about:

    • Installing the Phone Calls module
    • Configuring Twilio in Vtiger CRM 
    • Using Twilio to make calls
    • Viewing phone call records in the CRM
    • Troubleshooting common issues that come with this integration
      

    Installing Phone Calls

    To use the Phone Calls module, you must first install it from the Extension Store. You can access the Extension Store only if you are an Admin user.
    Follow these steps to install Phone Calls:

    1. Log in to the CRM account.
    2. Click the User Menu on the top right corner of the screen.
    3. Click Settings. 
    4. Look for the Extensions section.
    5. Select Extension Store.
    6. Search for Phone Calls using the search bar. 
    7. Click Install. The Phone calls module will now be installed.

     After you install the module, you can see it under Main Menu > Essentials > Conversations. 

     

    Configuring Twilio

    You can set up two types of gateways with Twilio:

    • Normal gateway - To set this up, you must configure an extension phone number in the agent’s prefrences. This setup involves configuring Twilio to interact directly with your server or CRM. 
    • Client gateway - This setup involves integrating Twilio capabilities directly in your client-side application or browser. 

    Note: You can set up client gateways only with Twilio and Plivo.

    Configuring Twilio requires you to do the following:

    • Setting up Twilio as a normal gateway
    • Configuring the extension number in the CRM
    • Setting up Twilio as a Client gateway

    Let us look at the procedure for setting up Twilio as a normal and client gateway.
     


    Configuring Twilio as a Normal gateway

    Let us first see how Twilio works as a normal gateway:

    • CRM admins must subscribe to the Twilio service and get their Twilio Number.
    • CRM admins must configure Twilio as a service provider in the CRM.
    • Individual sales and support representatives must set up their Twilio Extension Number in their CRM Preferences. 
    • Incoming calls - When a customer calls on the Twilio Number, the call is routed to all the sales and support representatives. Any one of the representatives can attend the call.
    • Outgoing calls - When a sales and support representative calls a customer, the call is first routed to the representative’s own extension number. The representative must receive the call on their extension number, after which the call connects to the customer.

    Note: 

    • To set up the gateway, log in to your Twilio account and keep both Vtiger and Twilio tabs open.
    • Configuration requires you to move back and forth between Vtiger CRM and the Plivo website.
    • You can configure Twilio and other gateways only if you are an Admin user.

    Setting up Twilio as a Normal gateway

    Step 1: Selecting Twilio as a Default Gateway in Vtiger CRM.

    Note: For the following steps, you will navigate between Twilio and Vtiger CRM screens. Keep both Twilio and CRM tabs open.

    Follow these steps to set up Twilio as a normal gateway in Vtiger CRM:

    1. Log in to your CRM account.
    2. Click the User Menu on the top right corner of the CRM screen.
    3. Click Settings.
    4. Look for the Extensions section.
    5. Select Phone Configuration. The Phone Configuration page opens.
    6. Click +Add Gateway. The Gateway configuration page opens.
    7. Enter or select the following information: 
      1. Gateway: Select Twilio from the Gateway drop-down.
      2. Gateway Status: Select Active from the Gateway Status drop-down. This activates the gateway for incoming and outgoing calls.
      3. Default Gateway: Set the gateway as default by selecting Yes from the Default Gateway drop-down. 
      4. Enter a keyword to label the gateway in the Label field.​​​​​​  

    Note:  For the following steps, you will navigate between Twilio and Vtiger CRM screens. Keep both Twilio and CRM tabs open.

    In the following steps, you will copy the Auth Id and token from your Twilio account and paste it into Vtiger CRM.

    Step 2: Copy the Auth token from your Twilio Account.

    1. Log in to your Twilio account. The Twilio console page opens.
    2. Copy the Auth Token from the Twilio Dashboard to a notepad. Click Show to display the token.
    3. Go back to the Vtiger CRM screen.
     

    Step 3: Paste the Account SID in the Auth Id field in Vtiger CRM.

    1. Auth Id: Paste the Twilio Auth SID to the Auth Id field.
    2. Auth Token: Paste the Twilio Auth Token to the Auth Token field.

     
    Step 4: Copy data from the Twilio screen.

    1. Click All Products & Services from the left sidebar in Twilio.  
    2. Select Phone Numbers (# icon).
    3. Click Active Numbers. Your active Twilio number is displayed on the screen.
    4. Copy your Twilio number to a notepad.
     

    Step 5: Paste your Twilio number on the CRM screen.Twilio Number.

    1. Twilio Number: Paste your active number in the Twilio Number field. Remove spaces and the country code from the number.
     

    Step 6: Configure Voice and Fax on Twilio.

    1. Click on your Twilio number. The Voice & Fax page opens.
    2. Scroll down to Voice & Fax and select the following:
      1. Voice Calls under ACCEPT INCOMING.
      2. Webhooks, TwiML Bins, Functions, Studio, or Proxy under CONFIGURE WITH.
    3. Copy Callback URL from the CRM.
    4. Go back to the Twilio console and paste the Callback URL in the following fields:
      1. A CALL COMES IN
      2. PRIMARY HANDLER FAILS
      3. CALL STATUS CHANGES
    5. Click Save.
    6. Go back to the CRM tab and choose the following for incoming calls:
      1. Welcome Message Type - This is an audio message that is played while a client is calling you. You can choose:
        1. Message - Type the message, which is transcribed into an audio message.
        2. URL - The audio on the URL is played as the audio message.
    7. Closed Message Type - This is an audio message that is played when a client calls you during your non-business hours and you are unavailable to receive calls. You can choose:
      1. Message - Type the message, which is transcribed into an audio message.
      2. URL - The audio on the URL is played as the audio message.
    8. ​​Busy Message Type - This is an audio message that is played when a client calls you during your business hours, but you cannot receive calls. You can choose: 
      1. Message - Type the message, which is transcribed into an audio message.
      2. URL - The audio on the URL is played as the audio message.
    9. No Answer Timeout (sec) - The period after which a client’s incoming call must be disconnected before you receive it. For example, 60 seconds.
    10. Language for IVR messages - The language in which the Welcome Message must play.
    11. Business Hour Name - Select the agent's business hours. 
    12. Voicemail Email ID - When clients leave a voicemail message, it is sent to the email address you specify here. 
    13. Voicemail Transcription - Choose None if you do not want a transcript of the voicemail. Choose Auto if you need a transcript.  
    14. Wait Music URL - The music that must play when a client’s call is being connected.
    15. Recording - Choose Yes if you need a recording of the call. Otherwise, choose No.
    16. Recording Message - When recording is enabled, the recording message is played before the system starts recording the call.
    17. Ticket/Case Title - Enter the case title. Vtiger CRM does not consider this value.
    18. Opportunity Name - Enter the case title. Vtiger CRM does not consider this value.
    19. Ring Incoming calls from an unknown number - A mandatory field where you configure users who will be alerted by a ring. You can configure all users and groups for an unknown number.
    20. Ring Incoming calls from a known number - You can configure all users, assigned users, and groups for a known number. 
    21. Country - The outgoing call will have the country code of the countries chosen from the drop-down menu.
      1. When you choose a country, the calls populate that country's phone code. For example, if you select India, +91 is used to generate the calls.
      2. If you keep the field blank, calls can be triggered with all other providers, and the codes will auto-populate.
      3. If you select All, the CRM allows all types of country codes to make a call.
      4. If you configure the same country in multiple gateway fields, the CRM displays all the providers configured with the same country code. You can choose any of the gateways to generate a call.
    22. Click Save.



    Configure the Extension number in the CRM

    Follow these steps to configure the extension number in CRM:

    1. Log in to the CRM.
    2. Click the User Menu on the top right corner of the CRM screen.
    3. Click My Preferences.
    4. Click the Edit icon.
    5. Scroll down to Phone Preferences.
    6. Enter the extension number under Twilio Extension. Prefix your country code to the extension number.
    7. Click Save. 



    Setting up Twilio as a Client gateway

     

    Step 1: Selecting Twilio as a Default Gateway in Vtiger CRM

    Note:  

    • For the following steps, you will navigate between Twilio and Vtiger CRM screens. Keep both Twilio and CRM tabs open.
    • You don’t need an extension number to use client gateways..

    Follow these steps to set up Twilio as a client gateway:

    1. Log in to the CRM. 
    2. Click on the User Menu on the top right corner of the screen. 
    3. Click Settings. 
    4. Look for the Extensions section.
    5. Select Phone Configuration. The Phone Configuration page opens.
    6. Click +Add Gateway. The Gateway Configuration page opens.
    7. Enter or select the following information:
      1. Gateway: Select Twilio from the Gateway drop-down.
      2. Gateway Status: Select Active from the Gateway Status drop-down. This activates the gateway for incoming and outgoing calls.
      3. Default Gateway: Set the gateway as default by selecting Yes from the Default Gateway drop-down. 
      4. Enter a keyword to label the gateway in the Label field.

    In the following steps, you will copy the Auth Id and token from your Twilio account and paste it into Vtiger CRM.

    Step 2: Copy the Auth token from your Twilio Account

    1. Log in to your Twilio account. The Dashboard opens.
    2. Copy the Account SID to a notepad.  
    3. Copy the Auth Token to a notepad. 
    4. Go to Vtiger CRM.
    5. Paste the Account SID in the Auth ID field of CRM.
    6. Paste the Auth Token in the Auth Token field of Vtiger CRM.

    Step 3: Copy data from the Twilio screen

    1. Go back to the Twilio webpage.
    2. Click All Products & Services from the left sidebar in Twilio.
    3. Select Phone numbers.
    4. Select Manage.  
    5. Click TwiML Apps.
    6. Click the + icon to add Vtiger as an app.
    7. Add a name to the app under FRIENDLY NAME.
    8. Copy SID from Twilio to Twiml App SID in the CRM.

    Step 4: Copy Client Callback URL from CRM to Twilio

    1. Copy the Client Callback URL from the CRM to the REQUEST URL in Twilio.
    2. Click Save.
    3. Click Menu from the left sidebar in Twilio.
    4. Select Phone Numbers (# icon).
    5. Select Manage.
    6. Click Active Numbers and Click on your Twilio number.
    7. Scroll down to Voice & Fax.
    8. Select the following:
      1. Voice Calls under ACCEPT INCOMING.
      2. TwiML App under CONFIGURE WITH.
      3. Vtiger App under TWIML APP.
    9. Click Save.

    Tips: 
    • When you set up a client (Twilio or Plivo only) gateway, you can see a Dialer shortcut on top of your CRM screen. You can directly dial a number and call from the shortcut. 
    • After you finish configuring, you must share your Twilio number with your customers for them to contact you.
    • Admin users can restrict other users from making or receiving calls through  Profiles.
      
     

    Phone Call Logs

     The log of the calls (incoming and outgoing) are listed under Main Menu > Essentials > Phone Calls. You can view the following details on this screen:
    • Call status, customer number, which agent or rep handled the call (mentioned in Handled By and Assigned To fields), call duration, etc., call duration, etc.
    • Details for each call can be seen when you open the call record, such as -
      • Links to the voice recording
      • Call notes
      • Call transfer details
      • Call direction, etc.
    You can create a list of all your phone calls such as missed calls, completed calls, etc. from the List View. 

    To learn how to create a list,  click here.

     

    Phone Call Status Values

    Call status values define the status of the calls being handled. You can see the following call statuses in the CRM.
    • Ringing: For inbound calls, before the call is routed.
    • In-progress: For inbound calls, after an agent or a rep picks up the call. For outbound calls, when a rep initiates a call.
    • Completed: For inbound and outbound calls, after a call is completed.
    • Voicemail: For inbound calls, if a call went to voicemail.
    • Hang-up: For inbound calls, if a customer hangs up the call before it is routed to a rep.
    • No-answer: For an outbound call, when it is not answered and there is no voicemail.


    Troubleshooting Tips

    Here are some common issues users encounter while using Twilio

    Call Pop-Up Not Displaying Properly: 

    Follow these steps to resolve the issue:

    1. Log in to Log in to CRM.
    2. Click on the User Menu on the top right corner of the screen.
    3. Click Settings. The Settings page opens.
    4. Go to the Extensions section. Select Phone Configuration.
    5. Ensure that TwiML App is created in the Twilio account and linked within the configuration settings. If not, create a TwiML App in Twilio and link it.
    6. Under Active Numbers in Twilio, assign the created TwiML App to your active Twilio number.
    7. Verify that Callback URLs are configured correctly in Twilio. 
    8. Go to My Preferences in the CRM and add your Twilio extension number under Phone Preferences.

    Call recordings are being shown in call records:

    Follow these steps to turn off the call recording:

    1. Log in to Log in to CRM.
    2. Click on the User Menu on the top right corner of the screen.
    3. Click Settings. The Settings page opens.
    4. Go to the Extensions section. Select Phone Configuration.
    5. Select the Twilio gateway.
    6. Click Edit. The Edit page opens.
    7. Go to the Recording Options section. Select No from the drop-down. 
    8. Click Save.

    Incoming and Outgoing Call Pop-Ups Not Appearing:

    Follow these steps to resolve the issue:

    1. Log in to Log in to CRM.
    2. Click on the User Menu on the top right corner of the screen.
    3. Click Settings. The Settings page opens.
    4. Go to the Extensions section. Select Phone Configuration.
    5. Log in to your Twilio account and navigate to Callback URLs.
    6. Ensure these URLs match what is configured in the CRM.
    7. Ensure that you have added the Twilio extension number under My Preferences in the CRM, within the Phone Preferences section.

    API Configuration Issues: Difficulty in setting up or configuring Twilio’s API for CRM integration.

    • Ensure that Twilio Account SID and Auth Token are correctly integrated with the CRM.
    • Verify that the API endpoint URLs are correct. 

    SMS/Call Delivery Issues: SMS or phone calls not being delivered to customers. 

    • Verify that the Twilio numbers are properly configured for sending SMS or making calls.
    • Check Twilio’s message logs to identify errors like "Invalid phone number" or carrier-related issues.

    Caller ID and Number Configuration Issues: Issues with displaying or configuring the correct caller ID or number for outbound calls or SMS.

    • Confirm that the correct Twilio number is assigned to the SMS/call process.
    • Ensure that the caller ID verification process for outbound calls has been completed. 

    Webhook Misconfigurations: Issues with handling incoming messages or events via Twilio webhooks. 

    • Ensure that the CRM’s endpoint URL is correctly set up in Twilio for webhook processing.
    • Verify that the CRM is capable of accepting POST requests and that it responds with the required status codes.

    CRM Integration Failures: Twilio integration with the CRM is incomplete or fails intermittently.

    • Verify that Twilio is correctly integrated into CRM workflow automation, such as by triggering SMS or calls based on specific CRM events.
    • Check for proper use of CRM APIs, plugins, or middleware that connect to Twilio


     

    References

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