Feature Availability

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

Twilio has updated to the new SDK Version (2.x)!

Current Customers - Pls follow the steps mentioned below to update the configuration.

Vtiger has updated the integration to support Twilio’s new SDK Version (2.x).
If you are using Twilio as a phone call gateway in Vtiger to place and receive calls, you need to update the following configurations in your Twilio account and in the Vtiger CRM instance.
Read the notes below carefully before you configure the new settings.
Note: 

• Ensure you have a TwiML App ID set up. If you were using direct calls previously, you’ll need to create a new TwiML app (Document).
• For the following steps, you will navigate between Twilio and Vtiger CRM screens multiple times. Keep both the Twilio and CRM tabs open.

Follow these steps to update the configuration:

Step 1: Generate the API Key SID and API Key Secret in Twilio

1. Log in to your Twilio account. 
2. Click on your Account. The Account Dashboard opens.
3. Click the Go to API Keys section.
4. Enter or select the following in the Copy Secret Key window:
   1. Friendly name: Enter Vtiger CRM.
   2. Region: United States
   3. Key Type: Standard
5. The system will display the API Key SID and API Key Secret.
6. Copy the SID and Secret to a notepad. Save these safely.
7. Click the Got It! checkbox.
8. Click Done.

Step 2: Update your Twilio gateway configuration in Vtiger CRM.

1. Log in to Vtiger CRM.
2. Click on the User Menu in the top right corner of the screen.
3. Click Settings.
4. Look for the Extensions section.
5. Select Phone Configuration. 
6. Edit the already configured Twilio gateway.
7. Enter or select the following information:
   1. Twiml App Sid: Paste the Twilio Auth SID to the Twiml App Sid field
   2. apiKeySid: Paste the SID that you have copied into your notepad.
   3. apiKeySecret: Paste the SECRET that you have copied into your notepad.
8. Click Save.

After completing these steps, you will be able to continue making and receiving calls from within Vtiger CRM.

Introduction

The Phone Calls module in Vtiger lets you integrate with different service providers and lets you:

• Make and receive calls from the CRM.
• Track, manage, and log every phone call with your leads, customers, and team members—ensuring no critical conversation slips through the cracks.  
• Create records for every phone call made or received.
• Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, and many more

Integration with Twilio

Integrating Twilio with Vtiger's Phone Calls module enables you to place and receive phone calls from 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

To integrate Twilio with Vtiger, you need to:

• Have an active Twilio account. If you do not have an account, you must sign up with Twilio and create one.
• Provide your Twilio credentials during the configuration process in Vtiger.
• Install Vtiger’s Phone Calls module. 
• Integrate your Twilio phone number with the Phone Calls module in Vtiger.

Before configuring Vtiger, you have to explain the IVR flow of your phone system to the Telephony service provider (Twilio) to ensure proper setup. By integrating Twilio's telephony features into Vtiger, you can enhance customer engagement and refine your communication strategy effectively.

Benefits of integrating Twilio with Vtiger CRM

The benefits of integrating Twilio with the Phone Calls module are:

• 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. 

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

Configuring Twilio as a Client Gateway

You can configure Twilio as a Client gateway. This setup involves integrating Twilio capabilities directly into your client-side application or browser. 
Note: 

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

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

1. Log in to CRM.
2. Click on the User Menu in the top right corner of the screen.
3. Click Settings.
4. Look for the Extensions section.
5. Select Phone Configuration. 
6. Click +Add Gateway. The Twilio 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 the default by selecting Yes from the Default Gateway drop-down. This step is optional.
   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 them into Vtiger CRM.

Step 2: Copy the Auth token from your Twilio Account

8. Copy the Account SID from the Twilio Dashboard to a notepad.
9. Copy the Auth Token from the Twilio Dashboard to a notepad. (Click Show to display the token.). Go back to the Vtiger CRM screen.

Step 3: Past the Account SID in the Auth ID field in Vtiger CRM

10. Auth ID: Paste the Twilip Auth SID to the Auth ID field
11. Auth Token: Paste the Twilio Auth Token into the Auth Token field. Go back to the Twilio screen.

Step 4: Add details in the Twilio screen

12. Click All Products & Services from the left sidebar in Twilio.
13. Click Phone numbers.
14. Select Manage.  
15. Click TwiML Apps. The TwiML App window opens
16. Click the + icon to add Vtiger as an app. The Create TwiML App window opens.
17. Enter the following information:
    1. Friendly Name: Add the name as Vtiger CRM. The TwiML apps/Vtiger CRM page opens.
    2. Copy the SID information to a notepad.
18. Go to Vtiger CRM.

Step 5: Add SID information in Vtiger CRM

19. Twiml App Sid field: Paste the TwiML SID number in this field.
20. Copy the Client Callback URL to a notepad.
21. Go to Twilio.

Step 6: Add CRM Request URL to Twilio

22. Go to the TwiML apps/Vtiger CRM page.
23. Voice: Paste the Request URL (from the CRM).
24. Click Save.

Step 7: Configure Voice and Fax on Twilio

25. Click the Menu from the left sidebar in Twilio.
26. Select Phone Numbers (# icon).
27. Select Manage.
28. Click Active Numbers.
29. Click on your Twilio number. The Voice & Fax page opens.

Step 6: Configure Voice and Fax on Twilio.

30. 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.
31. Copy the Callback URL from the CRM.
32. 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
33. Click Save.
34. 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.
35. 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.
36. ​​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.
37. No Answer Timeout (sec) - The period after which a client’s incoming call must be disconnected before you receive it. For example, 60 seconds.
38. Language for IVR messages - The language in which the Welcome Message must play.
39. Business Hour Name - Select the agent's business hours. 
40. Voicemail Email ID - When clients leave a voicemail message, it is sent to the email address you specify here. 
41. Voicemail Transcription - Choose None if you do not want a transcript of the voicemail. Choose Auto if you need a transcript.  
42. Wait Music URL - The music that must play when a client’s call is being connected.
43. Recording - Choose Yes if you need a recording of the call. Otherwise, choose No.
44. Recording Message - When recording is enabled, the recording message is played before the system starts recording the call.
45. Ticket/Case Title - Enter the case title. Vtiger CRM does not consider this value.
46. Opportunity Name - Enter the case title. Vtiger CRM does not consider this value.
47. 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.
48. Ring Incoming calls from a known number - You can configure all users, assigned users, and groups for a known number. 
49. Country - The outgoing call will have the country code of the country 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.
50. Click Save.

Tips: 

• When you set up a client (Twilio or Plivo only) gateway, you can see a Dialer shortcut at the 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 so they can contact you.
• Admin users can restrict other users from making or receiving calls through Profiles.