How to create Twilio SMS Template

Step 1: Log into your CRM account, then go to “SMS Templates”

Step 2: Click on “Create SMS Template”

Step 3: Click on “Generate Custom SMS Body”

Step 4: Write the Template Name

Step 5: Select the Module

Step 6: Write the SMS body and Save it. You can merge the module fields and User fields as well. You can see the preview before saving it.

Sending SMS with Twilio SMS Widget

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                 4. Sending SMS with Twilio SMS Widget

4. Sending SMS with Twilio SMS Widget

With our ever improving Twilio SMS application we have introduced the Widget feature into Zoho CRM. Now it is even easier to send SMS than ever before. 

4.1 How to send SMS using the Widget 

The Modules associated to Twilio SMS are: 

Step 1: Select Send SMS in the top right corner of the Module's page. If you have other extensions/widgets installed then click on the dropdown to find Send SMS. Make sure the mobile is in international format otherwise the SMS won't send. 

Step 2: A window will be displayed like shown. Here you will be able to select what message to send through your SMS. You have the choice of basing the message off a template or writing your own. Select the option that best fits your needs. 

Step 3: If you choose the SMS Template option you will be prompted to select a template to use. Select a template and then click Next. 

Step 4: If you chose to write your own SMS message enter the message in the provided area. The drop downs provide useful Merge Fields where you can easily access related information.

Step 5: After creating your message you will be provided two options to determine when the SMS is sent. If you wish to send the SMS immediately select "Send Now".

Step 6: If you wish to schedule your SMS message select "Send later" and then specify the desired scheduled date and time. Once the time and date is set, click "Next". 

 

Step 7: Once you have selected the desired send time you will be brought to the final confirmation screen. If you are happy with the message click "Send SMS".  

4.2 How to send Bulk SMS using the Widget 

Step 1: Select the checkboxes that you wish to send SMS to through Twilio.

Step 2: Click the drop down menu if Bulk SMS may not already be the default action and click on Send Bulk SMS.

Step 3: Once you click Send Bulk SMS the widget will open and you can follow the same steps as you would with a normal SMS. 

5. Setting Event Reminder with Twilio SMS Widget

With our twilio SMS widget you can send event reminder sms

Step 1: Either go to “Activities” or “Meetings” in your CRM

Step 2: Click on “Event” (for Activities) or “Create Meeting” (for Meetings)

Step 3: Add a Title and location of your event. Configure the duration of the event. If the event is for a whole day, check the “All day” checkbox. Also, select a Host from the drop down menu 

Step 4: Add participants to the event 

Step 5: Select related module and hit the “Save” button

6. SMS History

You can see a record of all the messages from “SMS Histories” 

Go to SMS Histories

Notes: 

1. The user’s reply to the sent SMS from the Twilio widget should be sent after 1 minute.
If any user replies within 1 minute, there is a possibility to miss the reply and will not come to the CRM because Zoho CRM takes 45 to 50 sec to update the Zoho CRM data. 

2. Whenever a user sends an SMS from the “Deal” module, two SMS records will be created. One is for “Deal” and the other one is for “Contact” 

3. The “Deal” module will have the option to send SMS to “Primary Contact” or “All Associated Contacts” based on your setup configuration.

4. The number should be verified to send a SMS if the user is using a Trial Twilio account.

Schedule SMS or Event
5. The Schedule SMS needs to be created at least one hour before the scheduled time. Same as for the event as well. An event reminder should be set at least one hour ahead of the current time.

6. A Schedule SMS will work for one-week maximum. This limitation is from the SMS vendor (Twilio) side not from the plugin side.

Special Note: Zoho allows creating meetings for the past, so users need to be careful about the time, if users set a meeting for the wrong time, the SMS notification time will be wrong as well.