Install the extension from zoho marketplace.Get it now
- Do everything in the setup checklist:
If you'd rather have a text version of the instructions, follow the steps below:
When you first install, you will get a screen like this:
Type Ok in "Confirm you have read the user guide" and "Please click settings button to alter config". Then click save and then click on the settings button.
Configure your Twilio API token.
Visit the Twilio console and copy your account SID and auth token
- Open Zoho CRM and navigate to Setup > Marketplace > Installed > Twilio SMS
Put in the Auth Token and Account SID in the extension settings. If you want all your users to share the same Twilio phone number, enter the number in the Default From Number field. Make sure you paste it from the Twilio console so it's definitely correct. Also put in the default international country code (e.g. +1 for the US, +61 for Australia, +49 for Germany)
Grant access to the Twilio SMS Messages module to all users. Navigate to Setup > Security Control > Data Sharing Settings and change Twilio SMS Messages from private to public read/write. Otherwise your users won't be able to see inbound messages.
Allow Manage Extensibility permissions for user profiles that will use the Twilio SMS extension. (It is unfortunate that this is required but there is no other permission setting that allows custom functions to be executed by a CRM widget. Without this permission SMS sending will not work.) Go to Setup > Security Control > Profiles and enable manage extensibility permissions. Please note I don't like that you have to do this and have complained to Zoho about it. There is no other option currently. Please complain to them too :)
If you want each user to have a different Twilio number, navigate to the Twilio From Numbers module. Create a From Number record for each user (put the number in and set the record owner to the user).
If you want rapid reply notifications, set up a webhook in the Twilio console. Here is a video that shows how to do it. If you don't like videos: copy the webhook URL from the extension settings. Then go to the Twilio console, open the Phone Numbers section. Click on one of the phone numbers. Change the primary SMS webhook to the URL in the extension settings. Repeat this for every number you have. Note that currently you will get an error message from Twilio when an SMS is received but you can safely ignore it as long as you are seeing messages in the CRM. I will fix the error ASAP.
- All done! You're ready to use the extension.