Twilio - Dialer Integration

Setting Up the Dialer 

Purpose:

This walkthrough aims to help you set up your Integrated Dialer on the CRM.

Pre Requisites:

• The phone number for the dialer

• Account Sid

• Auth Token

• You can access the dialers either from the Set Up Dashboard or by going to Integrations and selecting Twilio 

Open

Open

• 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. 

• Click the copy symbol on the right and copy into the WebForce screen. 

• The incoming Message is the first message your caller will hear when they call into your center. 

• You have 300 characters to utilize for this message. 

• 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 on the top middle. 

• 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:

• Phone number for the dialer

• Account Sid

• Auth Token