How do I implement Twilio integration?

How do I implement Twilio integration?

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Integrate Twilio with your account to track phone calls and implement calling functionality into sales playbooks.
In order to integrate Twilio with Mindmatrix, you must have at least one Twilio account with administrative access. You must also have purchased support for Twilio integration to enable the add-on with your account.

Feature:

This feature allows the User to integrate with Twilio and make, receive and monitor calls to contacts using the Voice API.

Who will be using this?

  1. This feature can be used by any Users with Company accounts integrated with the “Twilio” add-on.
  2. In particular, sales or channel managers to track contact interaction and activity by phone.

Benefits:

  1. Make phone calls right from within the software
  2. Save pre-recorded call scripts which can be utilized for voicemails
  3. Administrators may oversee calls made by other users as activities within the contact feed or user report, as available
The following actions can be completed by integrating your account with Twilio:

  1. Call on any contact number in your account.

  2. Get the call log for every called contact.

  3. Play the call recordings and even download to desktop.

Process: 

Integrating your Twilio account 

Once this is enabled for a company, all of the Users of that Company can activate their respective Twilio accounts from their profile. If any Add-on is configured for the company it will display the icon (fa-puzzle-piece) for add-on management page:
Clicking on this icon will load the add-on management page.
  1. Next, click the configure button. This will open the Twilio login screen in a pop-up box. (Be sure to enable pop-ups to access this screen).
  2. In this window, provide the ACCOUNT SID and the AUTH TOKEN to integrate your Twilio account with the software. Both the ACCOUNT SID and AUTH Token are located within your Twilio account settings.

Verifying the integration is complete

You can confirm the integration is working properly by checking the Contacts section of your account. In the contacts section, any records with phone numbers will appear with the option to call:

Next, review any contact by clicking on the contact record and then the "Views" button. This will open a dropdown menu of items to select. If Twilio is successfully integrated, you will see a "Phone Activity" option:

Reviewing call logs

Once there are calls to this contact, the Views > Phone Activity section will now display all phone activities to that contact:
This page will also display the following:

  1. A button to call the contact
  2. Calendar Date-time in the format configured in the user's profile
  3. Call duration in minutes and seconds
  4. Option to delete a call activity (NOTE: This will remove the call log from the feed!)
Users may also play or download activity. 

Call activity logs on the contact record

These logs are visible on any contact report page of a called contact. To locate this, click on any contact, click "Views" and navigate to "Report".


You can view an example of this report below:



Clicking on the duration of any activity in this page will open the "activity view". From here you can play or download the record as well:

Further, you can segment the activity you would like to review in this section by selecting the type of activity you would like to see:

Creating smart lists to track phone call activity

Users with access to create smart lists can also use them to sort by phone call activity. To do so, create a new smart list and select the filter "Phone Activities":

You may select from the following segmentation options:
  1. Have done - contacts that have been called at least once through the integration
  2. Have not done - contacts that have not been called through the Twilio integration
  3. Call count - number of activities
  4. Called at - select a date/time window to check for call records
  5. Duration in minutes - segment by the amount of time per call touchpoint
Examples:




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