Dialer/Twilio Integration
Purpose:
The purpose of this walkthrough is to help you set up your Dialer within the Webforce CRM
Pre Requisites:
CRM Access
SID Account
Phone Number
Domain
You can access the dialers either from the Set Up Dashboard or by going to Integrations and selecting Twilio
Or by going to Integrations and selecting Twilio
For this walkthrough we will be going through the Set Up Dashboard
Click Dialer
Here you will be brought to the Twilio integration screen. You will need to have a Twilio account set up prior to this step.
Once here you will need to add in your phone number in the Caller ID field
The Account Sid and Auth Token are found on your Twilio account dashboard.
Your Caller ID is Whichever active phone number you choose. So go back to Twillio and navigate to Develop and then Active Numbers
When putting this phone number into WebForce keep it in the INTERNATIONAL format
+1 123 456 7891
The last section is your incoming Message, which is the first message your caller will hear when they call into your dialer.
You have 300 characters to utilize for this message.
Once you have all information entered your WebForce section should look like this
The task reservation key is the number before you move the caller over to the next agent.
Once all information is entered, click Save
You will get a notification that the integration is successful.
The last step is to go back into the integration and click Enabled.
Now your dialer is ready to be in use!
How to verify if the gateway/ integration is working:
Once you have finish setting up your dialer head to the CRM.
Click on the phone icon on the Upper right hand side of the screen.
Make a test call to yourself to verify that the dialer has been set up correctly.
Checklist:
CRM Access
SID Account
Phone Number
Domain