Introduction

ICS SMS Provider is a messaging platform that enables businesses to send SMS messages to customers via secure, API-based integration. These can be transactional, promotional, or automated messages.

ICS SMS Provider integration with Vtiger CRM

Integrating an ICS SMS provider with Vtiger CRM enables businesses to send and receive SMS messages directly from the CRM. This integration helps streamline communication, allowing users to engage with customers through a reliable and efficient messaging channel.

Note: The ICS Service Provider is available as an Add-on.

Key Features 

The key features of this integration are: 

• Two-way Messaging: Send and receive SMS messages directly from the CRM.
• Automated SMS Notifications: Trigger SMS alerts based on workflows and events.
• Bulk SMS Campaigns: Send messages to multiple contacts at once.
• Message History Tracking: View SMS conversations within related records.
• Template Support: Use predefined SMS templates for consistent communication.
• Personalization: Insert dynamic fields (like name, order details) in messages.
• Delivery Status Tracking: Monitor message delivery and status updates

Benefits

The benefits of using the ICS SMS Provider are:

• Seamless CRM Integration: Easily integrates with systems like Vtiger CRM to send SMS directly from customer records.
• Instant Communication: Enables real-time message delivery for alerts, reminders, and notifications.
• Automation Support: Allows sending SMS automatically through workflows, reducing manual effort.
• Bulk Messaging Capability: Send messages to multiple recipients at once for campaigns and announcements.
• Improved Customer Engagement: Helps businesses stay connected with customers through timely and personalized communication.

In this article, you will learn about:

• Installing the ICS Add-on
• Creating an API key on ICS
• Creating a Sender ID on ICS
• Creating an SMS template in ICS
• Adding ICS SMS Provider in Vtiger CRM
• Sending an SMS using ICS

Key Terminology

Integrating ICS SMS with Vtiger CRM

The integration requires you to do the following:

• Step 1: Installing the ICS SMS Add-on
• Step 2: Creating an API Key on ICS
• Step 3: Creating a Sender ID on ICS
• Step 4: Creating an SMS Template
• Step 5: Adding the ICS SMS Provider in Vtiger CRM

Step 1: Installing the ICS SMS Add-on in Vtiger CRM

Follow the steps below to install the ICS SMS Add-on:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens.
4. Go to Extensions.
5. Click Add-ons.
6. Search for ICS SMS Provider.
7. Click Install.

After the successful Installation, you can find the ICS SMS Provider under SMS Provider configuration on the Settings page.

You need to log in to the ICS SMS platform for the next steps.

Step 2: Creating an API Key on the ICS SMS Platform

Follow these steps to create an API key:

1. Go to the ICS SMS website.
2. Log in to your ICS SMS provider account.
3. Go to the Developer section.
4. Generate a new API key for integration.

Step 3: Creating a Sender ID on the ICS SMS Platform

Follow these steps to create a Sender ID:

1. Go to the ICS SMS website.
2. Log in to your ICS SMS provider account.
3. Go to the Sender ID section in the ICS dashboard
4. Create a new Sender ID.
5. Click Submit.

Step 4: Creating an SMS Template in the ICS SMS Platform

You can only send SMS messages through the ICS service provider using SMS templates. ICS needs to approve your SMS templates before you can use them in your SMS messages.   

Note: SMS template approval in ICS typically takes 1–3 working days.

Follow these steps to create an SMS template in the ICS platform:

1. Go to the ICS SMS website.
2. Log in to your ICS account.
3. Click Channels on the sidebar.
4. Click the SMS section > Manage.
5. Click the Templates tab.
6. Click Add Template. The Add Template page appears.
7. You can add the template using the following options:
   1. Import: Upload templates in a .csv, .xls, or .xlsx format.
      1. Drag and drop the required file, or browse and select the file from the local drive.
      2. Click Download Sample File.
      3. Click Save.
   2. Create New: Enter or select the following information:
      1. Title: Enter a title for the SMS template.
      2. Purpose: Select the purpose from the drop-down.
      3. Sender ID: Select the SID from the drop-down.
      4. Template ID: Enter the Template ID. Note: This is the template ID from the DLT Platform. This field is mandatory only for businesses based in India.
      5. Message: Enter the content of the template.
   3. To create a Media Template: 
      1. Click Attach File. 
      2. Browse and upload a media file from your local drive.
      3. To embed a shortened hyperlink as part of the SMS template: 
         1. Click Insert Link.
         2. Type the URL you want to shorten.
         3. Click Save.
8. Click Save. The SMS template is now sent for approval.

Once the SMS template is approved, you will be notified, and the template will be ready to use. 

Step 5: Adding the ICS SMS Provider in Vtiger CRM

Follow these steps to add the  ICS SMS provider to Vtiger CRM:

1. Log in to the CRM.
2. Click the User Menu in the top right corner.
3. Click Settings. The Settings page opens.
4. Look for Extensions​​​.
5. Click SMS Provider Configuration.
6. Click +New Configuration. The New Configuration window opens.
7. Enter or select the following information:
   1. Provider: Select ICS from the drop-down.
   2. Provider Name: Enter a name for the provider.
   3. Active: Click the checkbox beside the required option.
   4. Default Provider: Click the checkbox beside the required option.
   5. Sender: Paste the Sender ID copied earlier.
   6. Source: Enter source as API.
   7. API Key: Paste the API key copied earlier from ICS. 
   8. Account SID: Paste the SID copied earlier from ICS.
   9. Callback URL: Available by default (read-only).
8. Click Save.

The ICS SMS provider will be available under the SMS Provider while you are sending messages.

Sending an SMS using the ICS SMS Provider

You can send an SMS using ICS from the Contact, Leads, Workflows, Process Designer, and other modules that support SMS messages. In this case, let us see how to send an SMS to a Contact using ICS.

Follow these steps to send an SMS using ICS:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials.
4. Click Contacts. The Contacts page opens.
5. Hover over the required Contact in the List View. A list of icons is displayed.
6. Click the SMS icon. A Send SMS window opens.
7. Enter or select the following information:
   1. Select Phone Number: Select a phone number from the drop-down. Note: Please ensure the phone number is in international E.164 format.
   2. Select SMS Gateway: Select ICS from the drop-down.
   3. Message: Select the SMS Template created in ICS from the drop-down. 
   4. Click Send.

The selected contact will receive the SMS message on their registered mobile number.

Sending Bulk SMS Messages

Using Workflows is the most efficient way to schedule and send bulk SMS messages. Follow these steps to set up a workflow to send bulk SMS messages:

1. Log in to the CRM.
2. Click the User Menu on the top right corner of your screen.
3. Click Settings. The Settings page opens.
4. Select Workflows under Automation.
5. Click +New Workflow.
6. Select Standard from the drop-down.
7. Enter or select the following information:
   1. Basic Information - Enter basic information for the workflow.
      1. Workflow Name: Enter a name for the workflow.
      2. Target Module: Select the required module from the drop-down.
      3. Status: Check the checkbox next to the required status for the workflow.
      4. Description: Enter a brief description of the workflow.
   2. Workflow Trigger: Select trigger conditions for the workflow.
      1. Trigger Workflow On: Check the checkbox beside the required condition.
      2. Recurrence: Check the checkbox beside the required condition.
      3. Entry Criteria: Add conditions for the entry criteria of the workflow.
      4. Actions: Add the action for your workflow. 
         1. Add Action: Select the action as SMS Task. Add Action for Workflow SMS Task window appears.
         2. Enter or select the following information in the SMS Task window:
            1. Action Title: Enter a title for the action.
            2. Recipients: Add recipients based on criteria such as Organization Name, Contact Name, Created by, etc.
            3. Add Fields: Select the required field from the drop-down. 
            4. SMS Text: Enter the required text message you want to send as a bulk SMS.
      5. Click Save.​​​​​

The bulk SMS workflow action is now set up and will execute automatically based on the defined conditions.

Viewing SMS Records

In Vtiger CRM, SMS records can be accessed and viewed in multiple ways to help track and manage communication effectively:

• List View: Displays all SMS records in a tabular format. You can sort, filter, and search messages based on criteria like date, status, or recipient.
• Summary View: Provides a quick overview of a selected SMS record, including key details such as message content, status, and recipient information.
• Details View: Shows complete information about the SMS, including delivery status, timestamps, related records, and message history.
• Related Records View: SMS messages can also be viewed within related modules like Contacts, Leads, or Organizations, giving context to the communication.

References

• SMS Messages
• SMS Templates in Vtiger CRM
• Telnyx SMS Integration with Vtiger CRM
• Kaleyra SMS Gateway Integration
• SMS Gateway Center Integration
• Configuring SMS Gateways in Vtiger