Configure and Connect SMS Integration with BoldDesk via Twilio
Introducing BoldDesk’s Twilio SMS integration for a streamlined communication.
Key features of Twilio SMS integration
- Direct text communication: Connect directly with customers via SMS for a prompt and efficient delivery of updates.
- Enhanced customer support: Businesses can manage inquiries and provide timely updates leading to smooth workflows and improved customer experiences.
- Scalable support: Allows users to manage high volumes of messages that ensures growth of businesses as a fast and reliable solution for customer interactions.
Configuring Twilio in BoldDesk
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Sign in to BoldDesk and navigate to Admin > Chat > SMS.
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Click the Configure option to integrate Twilio with BoldDesk.
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After clicking Configure, a pop-up window will appear asking for the Account SID and Auth Token. Enter the required values and click on Verify & Continue. After verification is successful, BoldDesk will provide the Webhook URL.
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Copy the Webhook URL and proceed to configure them on the Twilio developer’s website and click Save for a successful configuration.
Adding a Twilio Account
Follow the given steps to configure the Twilio account in BoldDesk:
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Click Admin > Chat > SMS> Manage to manage the Twilio accounts.
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Click Add Number.
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Enter the Name, Phone Number, Brand, and Group, and click Next.
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Enable the options in the SMS configuration based on your requirements and click the Save button.
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
- AI Agent Assistant: It allows AI assistant to automatically handle customer inquiries. Here, select the Handover method (Auto- assign to AI agent or Manual Handover) and the AI Agent to use on the account
