Enable integration with Twilio

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HappyFox Integration configuration with Twilio:

Prior to integrating your HappyFox instance with Twilio, you need to create a Twilio account. You can do this on the Twilio website: http://www.twilio.com/try-twilio. On creation of an account with Twilio, you receive a SID an Authentication token and a Twilio phone number. These constitute the Twilio Account details.

Who can perform this action?

The Administrator needs to setup the Integration.

Note: You will need to associate the Twilio integration with a Public category(visible to staff and contact) for Twilio calls to get converted into tickets.

How to configuration HappyFox with Twilio?

1. Click on Manage >> Integrations.

 

2. Click configure against Twilio in the External Integration section.

 

3. Enter your Twilio account “SID” and “Auth Token” select the “Active” check box and click on save settings.

 

        3.1 By clicking on Save Settings, HappyFox authenticates your Twilio account.

4. Once authenticated, click on “Add New Number “. In the section that then appears,

    4.1. Enter your name.

    4.2. Enter your Twilio Phone Number.

    4.3. Enter a Forwarding number if a call to the Twilio Phone Number must be routed.

    4.4. Select whether this number is to be used for making an outbound calls. Only one number can be selected to make outgoing calls.

    4.5. Enter the Application SID to allow outbound calls to contacts.

    4.6. Select the categories under which the Integrated tickets must get created.

    4.7. Assign the staff to who should attend incoming calls.

5. Click on Save Settings, to complete the configuration.

 

6. Once you have added the Twilio phone number, you will have to complete the configuration at the Twilio end, by updating the Voice Request URL. Please click on the Twilio Configuration link to see the instructions on what should be done.

6.1. Clicking on the "Twilio Configuration" link will display a pop-up as shown in the image below.

Note: Using the link mentioned in the above screenshot, you are required to create a "TwiML App". (Jump to the "Create a TwiML App" section at the bottom of this page, for the 'Know-how'.) 

7. Once the Twilio configuration is complete on both ends, you will see a telephone icon next to the name of the staff when they login.

8.  On clicking the telephone icon, a sub menu pops out with the following statuses:

        8.1. Available: This status indicates that the staff is available to attend incoming calls.

        8.2. Not Available: This status indicates that the staff is not available to attend incoming calls.

        8.3. The field below the statuses is to provide a number for call forwarding. You can provide a number to which calls will be routed.

9. When you receive a call on your Twilio number, the number gets displayed as a pop out on the right side of the screen of your HappyFox instance.  You could choose to either answer the call or ignore the same.

      9.1. When the call is answered, the pop out displays that the call is in progress, and you have the options to either mute or end the call when done.

10. Once the call is ended, the detail of the call gets converted into a ticket in HappyFox and appears as a new ticket in the tickets list page.

                  10.1. The ticket shows the phone number of the caller who has risen the ticket.

                  10.2. The ticket gets created in the category that has been assigned for Twilio integration during configuration.

11. In the ticket details page, a link that leads to the Call Recording appears, along with the Call Duration as well as a unique identification Call ID. To hear the recording, click on the call recording link and the message will be played. You can return to the ticket screen by clicking on “back” on your browser.

12. You can add the client’s details into the contacts of HappyFox, and once this is done, the name of the contact added and will be displayed in place of name of the number. To do this, click on the number of the client that is displayed. 

13.  In the pop-out screen that appears, provide the contact name and their email address and click on Update Contact to save.  Once this is done, the name of the contact appears in the ticket.

If you wish to configure twilio to a voice mail, please set up a voice mail on your forwarding number and set up forwarding (refer point 8). Once the call is forwarded and the voice mail is activated, the call will be directed to the forwarding number where you have configured a voice mail. Once the call ends, this will create a ticket.

14. Similarly, to make an outgoing call from a "Contact Page", look up the contact and click on the "Call" icon to make the call. 

When a call is made from the "Contact" page, the call log will raised as a new ticket.

15. To make an outbound call from a ticket, click on the "i" icon. It will display a tooltip from which you can click on the "Call" icon beside the contact's phone number. this will make an outgoing call to the user.

After the call is over, an "Update" with a "Call Log" will be added to the ticket, as shown below.

Creating a TwiML App:

1. Login to your twilio account, and navigate to the "TWIML APPS" under "DEV TOOLS".

2. In the resultant page, click on "Create TwiML App".

3. Enter the "Friendly Name" under the 'Properties' section, and the "RequestURL" under "Voice" section. (Refer point no. 6.1.)

4. Click on "Save" button. Your twilio app will be created, and listed as shown below.

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  • 03-Oct-2018
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