Prerequisite

Need to Install the plugin in your Zoho Desk Portal. If you are not installed the plugin yet, please browse the instruction here.

SMS Sending Procedure

Step 1: Open a ticket. 

Step 2: On the right top corner, a widget icon can be found. By default, the widget page will be hidden. Widgets will appear once the widget icon is clicked. 

All installed widgets can be found through a sliding sub-window. 

Our desired “Desk To Twilio” widget also can be found in the list. The widget body can be expanded or collapsed using the indicated icon. 

Step 4: On the extension page, clients’ mobile number is pre-filled in the “Send To” text field. The contact number will be pre-filled from the ticket contact field. The contact number can be edited if required before sending a message. 

Step 5: You can fill in some details using the “Merge Field” selection. In the dropdown, there are some fixed fields. If we select those fields, that information will be embedded in our message description. We don’t need to search for that information and type it down manually.

For example, If you select “Ticket Id”, Click on the “Select” button, the Id of the ticket will be added to the description. 

Step 6:  Custom messages can be written in the Description field.

Step 7: After writing the message, a message can be sent by clicking on the “Send” button. Messages will be sent to customer mobile phones and will be noted as “Outbound SMS” in the Conversation section for the ticket.