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

Open

• Or by going to Integrations and selecting Twilio

Open

• 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. +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