Getting started - Twilio auto dialer and CRM helper

Setup Extension

SID & Auth Token

Get site access

Enterprise Signup

Activation Code

Enterprise Dashboard

Client Name

Default number

Show Caller ID

Route Inbound calls

Quick Change Caller ID

Send Group or Individual SMS

Call forwarding

Voicemail Drop

Voicemail Recording

Call Recording

Presense State

Auto dialer

Keyboard Shortcuts

CRM domain

CRM details

Easy click

Add notes to CRM

Set up ZOHO CRM

Set up Dynamic 365 CRM

Set up Insightly CRM

Set up Agile CRM

Set up Hubspot CRM

Set up Salesforce

Set up Sugar CRM

Set up Freshsales CRM

Set up Podio

Set up Zendesk

Set up Follow up boss

Set up Pipedrive

Set up Monday

Set up Manual Script

Getting started - Set up your extension

To enable the extension, you need to be signed in as a chrome user and allow the google account permission. To sign-in as a chrome user hit the proceed button.

Figure 1 - Permission required

The Chrome Sign-In window appears on your screen. Sign-in to chrome and turn on sync. If you are already signed in, then check whether sync is "turn on". If sync is "turn off" then enable it by clicking on the “Turn on sync” button. After you have signed in and sync is turned on hit the proceed button. The google account permission for Twilio Auto Dialer opens up on your screen. Click “Allow” to authorize the google account permission for Twilio Auto Dialer.

Figure 2 - Account selection

Figure 3 - Allow permission

For more information: Watch our youtube videos

Twilio SID & Auth Token

Twilio uses two credentials to determine which account an API request is coming from. The Account SID and the Auth Token which acts as a username and password respectively.

Step 1: Log In to your Twilio account

Step 2: Go to Dashboard

Figure 1 - Twilio dashboard

Step 3: Copy the Account SID and Auth Token(as in figure 1)

Step 4: Open the extension and paste the Account SID and Auth token. and click Sign In to Continue.

Figure 2 - Signin to Twilio Auto Dialer extension

For more information: Watch our youtube videos

Enterprise SignUp

This feature is available only for the enterprise version

Welcome to the Auto Dialer! Follow the steps below to set up your account and start making calls. You can purchase the enterprise account at Sign up

1. Enter Your Business Information
Business Name: Enter your registered business name.
Number of Agents: Specify the number of agent licenses required. Each license cost $100 per agent per year.

2. Enter Your Twilio Credentials
Account SID: This is your unique Twilio account identifier.
Account Token: Your authentication token for secure API access.
See the figure to know where we can find the account token and sid

Figure 1 - Click on the Account Dashboard then you can see account sid and token

3. Set Your Password Enter a secure password for your account. Click on the eye icon to view or hide your password.

4. Click "Next" Once all details are entered, click the Next button to proceed.

Please fill out all the required details before proceeding to payment. Only after completing these details will you be redirected to the payment page. Once the payment is successful, you will receive an email from us containing the activation code and password.

If you have any issue, Please contact us at twiliodialer@nethram.com.

Figure 2 - details entering page

Activation Code

This feature is available only for the enterprise version

You can activate the enterprise account by entering the provided activation code.

Enterprise account enables central management of agent accounts, twilio credentials,CRM and general settings. It also provides additonal analytics and central call logs.
Please contact us at twiliodialer@nethram.com for enterprise account activation.

For more information: Watch our youtube videos

Enterprise Dashboard

This feature is available only for the enterprise version

Enterprise dashboard gives you the ability to manage your client accounts, Twilio credentials, CRM, and general settings. It also provides additional analytics and central call logs.

Click here to sign in to your enterprise dashboard.

For more information: Watch our youtube videos

Get site access

To use your extension properly, you need to give access to all sites. To give access, At the right corner of your page can see three dots click it. Go to More tools -> Extensions -> Now you can see Our extension Twilio Auto Dialer Click details and Scroll down and you can see Permissions as shown in below figure. and change the Site access to "On all sites".

Figure 1 - Set site permission

For more information: Watch our youtube videos

Client name

Client name is the unique identity for the chrome extension. This name should not contain any white spaces and must be unique for each user. You may have your first name can be set as the client name.

For example: If this is an insurance company, if the agents are tom, cathy and kim. The agents name can be the name of the insurance agents themselves

Suppose there are three agents named Tom, Cathy and Kim working in an insurance agency. They can assign their own names as client names.

Go to the Extension and provide your client name and Click on "Sign In" Button

For more information: Watch our youtube videos

Default number

Once enabled, this number will be used as the Caller ID for all your outgoing calls through the extension. Incoming calls to this number will be routed to your chrome extension. There must be atleast one number in your account in order to set up the default number.

Multiple twilio numbers will be routed to seperate extensions as long as the client names are distinct. If the same number is selected by two chrome extensions, the number will be reassociated with the newly registered extension.

Twilio verified Caller IDs will also appear in this list. However, for Twilio verified Caller IDs, it will not be possible to route incoming calls to the extension. Additionally, it is not possible to send SMS using Twilio verifired caller IDs.

For more information: Watch our youtube videos

Caller ID

Go to Settings-> Advanced settings

Figure 1 - Advanced settings

If this option is enabled, the phone number that the caller dialed (the phone number) will be displayed, in addition to the caller's phone number. This will be useful if you have multiple Twilio phone numbers where you are reciving calls from and need to know the specific Twilio number for each call.

For more information: Watch our youtube videos

Route Caller ID

Go to Settings -> Advanced settings -> Outbound Caller ID

Figure 1 - Rounte inbound call

If this option is disabled, Only outgoing calls are enabled from the phone number. However, incoming calls are not routed. If this option is enabled, outgoing and incoming calls are enabled to the phone number. For Twilio Verified Caller IDs, This option is disabled by default.

For more information: Watch our youtube videos

Quick change Caller ID

Go to Settings-> Advanced settings -> Outbound Caller ID

Figure 1 - Enable quick change

If this is enabled, the quick change shortcut (CID) will be added at the home or dial page. This will be useful when you need to change numbers quickly.

Figure 2 - quick change shortcut

For more information: Watch our youtube videos

Send Group SMS or Individual SMS

This is used for sending group message by entering valid number or the name (exist in the message inbox) seperated by comma(,) in the "To" field.

Figure 1 - Sending a new SMS

In the above figure, 1-> Import templates, 2-> Save templates, 3->Send message

There will be a option to alert for the new incoming message (as shown in figure 2) to your selected number. If this option is enable there will the alert by changing the icon.

Figure 2 - Incoming SMS alert

For more information: Watch our youtube videos

Call Forwarding

Go to Settings

Figure 1 - Call forwarding

Enable Callforwarding provides you to forward a call to the given number. When you are busy or not available. You can give the phone number or any other client name.

Note: If you enable a voicemail feature, Call Forwarding will be disabled.

For more information: Watch our youtube videos

Voicemail Drop

You can record your voice messages for your outbound calls. When one or more messages are saved, the dial-pad will have an extra button to drop the recorded voice message. When you encounter voicemail, these recordings can be dropped, thereby saving time.

Figure 1 - Voicemail drop option in the dialer

For more information: Watch our youtube videos

Voicemail Recording

To play the voicemail recording from autodailer. Please disable the auth for media URL. For that please go to General SMS Settings page in Console. And select disabled on HTTP Basic Authentication for media access.

Figure 1 - Auth Disable option for media URL

Call recording

This feature is available only for the enterprise version

Record both incoming and outgoing calls effortlessly with our enterprise version. This feature allows you to capture important conversations for future reference or compliance purposes.

Enabling Call Recording: Log in to Your Enterprise Dashboard: Visit [dashboard URL]. Enter your credentials to access your account. Navigate to Settings: Locate the settings menu on the dashboard interface. Click on "Settings" to proceed. Turn On Call Recording: Within the settings menu, find the option labeled "Enable recording for voice calls." Toggle the switch to enable call recording for your account. Managing Recorded Data: Setting Auto-Purge Intervals: Once call recording is enabled, you can manage how long recorded calls are retained. Determine auto-purge intervals based on your specific requirements. Choosing Purge Duration: Specify the number of days after which recorded content will be automatically deleted. Alternatively, choose to keep recordings indefinitely by setting the purge interval to zero.

For more information: Watch our youtube videos

Call recording

This feature is available only for the enterprise version

Enabling presence allows both administrators and clients to easily view the status of each other, including online, offline, and on a call, facilitating efficient communication and interaction within the system and data is stored in the Twilio sync.

Figure 1 - The status of each agents

Auto dialer

Auto Dialer enables you to dial phone numbers one after the other automatically. There are three options to add multiple number to the calling list.

The first option is to click on the numbers one by one within the CRM.

The second option is to click on the auto dialer icon to the left of the call icon in the dialpad. Once you click there, you are taken to a screen with an add icon on the top right corner. If you click on the add icon, you will be able to paste the numbers (one per line), which will then be auto dialled one after the other and click Submit.

Figure 1 - Auto dialer list page

The third option is to click on the auto dialer icon to the left of the call icon in the dialpad. Once you click there, you are taken to a screen with an add icon on the top right corner. If you click on the add icon, you can able to enter the URL of the script. Response from the script should print the numbers one per line or seperated by comma. After entering the URL of the script as shown in figure click Submit and click "Start auto dial" to start dial numbers automatically.

It periodically invoke the script and start dialing numbers(Response from the script should print the numbers one per line) automatically one after the other. To stop invoking the script periodically you can use "Stop auto dial" at auto dialer list page

Please use this URL for reference https://twilioid.com/twilioid/twilio_ext_server/list_numbers.php

Figure 2 - Auto dial using URL

If you want to pause auto dialing or delete the numbers, click on the autodialer icon which will take you to the list of numbers to be auto dialed below which you will find the “PAUSE” and “DELETE ALL” options. Additionally, you can also use the spacebar to pause the auto dialing.

Figure 3 - Pause auto dialling or delete all numbers

For more information: Watch our youtube videos

Keyboard Shortcuts

Shortcut keys can be used either to dial numbers or to call custom code with Twimlets.

Here are some examples
1. Enter the number in input field marked "*0". Go to dialer page and type "*0". The associated number is dialed as shown in the figure 1.

Figure 1 - Shortcut keys

2. Enter the URL in input field marked "*2" as shown in figure 1. Go to dialer page and type "*2". Twilio will invoke the URL, and the Twiml returned from the URL is processed by Twilio. This enables you possibilities to add call to conference, dial multiple numbers together, generate a sip call, set custom caller ID etc.

Note:

The URL can include get paramters.
Help on Twiml syntax can be found here
Twilio will pass on the request parameters when the URL is invoked as described here
If the keyboard shortcut is followed by other numbers when dialling, those numbers are appended to the URL.

if Given URL is https://twilioid.com/dial/

if *2123456 is dialled, Now the URL invoked is https://twilioid.com/dial/123456
if *2 is dialed, Now the URL invoked is https://twilioid.com/dial/

if given URL is https://twilioid.com/dial.php?Followed=

if *2123456 is dialled, Now the URL invoked is https://twilioid.com/dial.php?Followed=123456
if *2 is dialed, Now the URL invoked is https://twilioid.com/dial.php?Followed=

Useful Twimlets for forward, simulring, conference etc can be found here

For more information: Watch our youtube videos

CRM domain

This should be the domain address of a CRM system ( labelled 1 in figure 1 ). Once you have given a domain address in this field, any url matching this domain will be enabled for click to call functionality. Every numbers in these urls will be highlighted in a blue colour. Click on any of the highlighted numbers to initiate the call. Please keep in mind that currently we support only certain types of DOMs.

Note: If you experience any inconvenience, please write to us through twiliodialer@nethram.com

Figure 1 - CRM domain

For more information: Watch our youtube videos

CRM details

If you have a business CRM, then you can integrate with our extension to get the contact details about the caller or callee at the other side of the current call. Our extension will use the provided CRM's APIs and search in the Leads or Contacts within the CRM to find the contact information matching with the incoming or outgoing number during call. This will make you aware about who's calling or being called and you can see their profile page in the CRM during incoming calls. We provide support for some of the common CRMs for integration with our extension.

You can select your CRM if it is present in "Select CRM" option ( labelled 1 in figure 1 ). Other wise you will need to implement a manual script to fetch the contact details from the CRM. For this, you can select the "Choose manual script" option from "Select CRM". Detailed information about setting up the manual script or supported CRMs can be found later in this help.

On choosing any one of the supporting CRMs, click to call, sms, and ask user option to choose where the the call or sms functionality will be added to the corresponding CRM. Numbers shown in any web pages of the CRM will be hilighted with a blue colour.You can dial to that number by just giving a click on it. The call will be started within the extension. If you are choosing "Choose manual script", then you can give a domain address in "CRM domain" field ( See section "CRM domain" for more details ).

You can set an option by checking the box ( labelled 2 in figure 2 ) to open the profile page for the corresponding contact in your CRM when an incoming call comes. Otherwise the profile page will be opened once you attend the call.

Note: Selecting a CRM is not mandatory and is not required for dialer functionality.

Figure 1 - Select CRM provider

Figure 2 - Open CRM page on ring

For more information: Watch our youtube videos

Easy click

The phone numbers within your CRM web-pages will be automatically highlighted in blue. This option is used to select the action when the phone number is clicked.
You can choose “Call” to dial the number or choose “SMS” to send an SMS. If you choose Ask, you will be provided an option to either call or send an SMS.

For more information: Watch our youtube videos

Add notes to CRM

If this option is enabled, When a call or SMS is received, a new note will be created in the CRM of that corresponding contact.
1.The Note for SMS will include the content of the SMS.
2.The Note for Call will include the duration of the call.
Both notes will include the two numbers (From and To), and also indicate inbound or outbound.

To enable this, Go to settings-> advanced settings -> CRM Connection

For more information: Watch our youtube videos

Setting up ZOHO CRM

You can integrate ZOHO CRM with our extension. This extension will search for the contact's information in your Leads and Contacts within the CRM matching with the incoming or outgoing number during a call event. For integrating ZOHO with our extension, You just need to click "Accept" to get contact's information from your Zoho CRM.

Figure 1 - ZOHO CRM setup

If you are a using a zoho crm plus, provide a portal name and org id of zoho crm plus. If you are just a zoho crm. Protal name is not needed. 1 -> Portal name. 2-> org ID.

Figure 2 - ZOHO CRM dashboard

Figure 3 - ZOHO portal name and org ID

For more information: Watch our youtube videos

Setting up Dynamic 365 CRM Online

You can integrate Dynamic CRM with our extension. This extension will search for the contact's information in your Leads and Contacts within the CRM matching with the incoming or outgoing number during a call event.For integrating Dynamic with our extension,

Provide the domain name of your Dynamic CRM at Domain name input (as in figure 2). Provide your App ID of your dynamic 365 CRM online at App ID input (as in figure 2).
Choose the account and "Accept" to get contact's information from your Dynamic 365 CRM.

Figure 1 - Dynamic CRM dashboard

Figure 2 - Dynamic CRM domain name and app ID

For more information: Watch our youtube videos

Setting up Insightly CRM

You can integrate Insightly CRM with our extension. This extension will search for the contact's information in your Leads and Contacts within the CRM matching with the incoming or outgoing number during a call event.
You can get your API key from your CRM console. Go to "USER SETTINGS" then scroll down to "API KEY" section (figure 2). Copy the API key to the "API key" text box in the extension (figure 1).

Note: You can generate new API key from the Insightly CRM console. Update the API key in settings page of the extension after creating new API key.

Figure 1 - Insightly CRM setup

Figure 2 - Insightly CRM API key

For more information: Watch our youtube videos

Setting up Agile CRM

You can integrate AgileCRM with our extension. This extension will search for the contact's information in your CRM Contacts matching with the incoming or outgoing number during a call event.

Inorder to integrate AgileCRM, you need to save your "Agile domain", "Email address" and "Password" in to the extension.
Copy your domain of AgileCRM which you have given when creating your CRM into the text field "Agile Domain Name" in extension (label 1 in Figure 1). If you do not remember your domain, it can be find from the browser URL also.

For example, if your CRM domain is "nethramllc", then the browser URL for the CRM pages will conatin "nethramllc.agilecrm.com". Next enter the Email address which you use to login in text field "User ID" in the extension (label 2 in Figure 1).

You can get your Password from your CRM console. Copy the Password in to the text field "Password" in the extension (label 3 in Figure 1).

Figure 1 - Agile CRM setup

For more information: Watch our youtube videos

Setting up Hubspot CRM

You can integrate your Hubspot CRM with our extension. This extension will search for the contact's information in your CRM Contacts matching with the incoming or outgoing number during a call event.

To integrate Twilio Auto Dialer into HubSpot, you will need a HubSpot account and your HubSpot portal ID. Once logged in, click on your profile on the top right of the page.Your Hubspot portal ID can be found in the dropdown, under the portal name to be specific (as shown in figure 1). Copy and paste the Hubspot portal ID into the dialer and click "Set Up".

Figure 1 - Hubspot portal ID

For more information: Watch our youtube videos

Setting up Salesforce

You can integrate salesforce with our extension. This extension will search for the contact's information in Contacts within the salesforce matching with the incoming or outgoing number during a call event.

To integrate salesforce with our extension, just click "SET UP" and there will be a window open and click allow to get contact's information from salesforce. To add contact events about the Call or SMS. Need to provide Owner ID of that CRM.

To get Owner ID. Login to Salesforce

Classic

Go to Setup | Administration Setup | Manage Users | Users
Click the User's name
The ID is contained in the URL of the User's detail page (e.g. for https://na1.salesforce.com/00530000000ibYc, the ID is 00530000000ibYc)

Lightning

Search for the user in the global search bar
Click the User record under people
The ID is contained in the URL of the User's detail page (e.g. for https://na1.salesforce.com/00530000000ibYc, the ID is 00530000000ibYc)

Figure 1 - Salesforce owner ID

For more information: Watch our youtube videos

Setting up Sugar CRM

You can integrate Sugar CRM with our extension. This extension will search for the contact's information in your Leads and Contacts within the CRM matching with the incoming or outgoing number during a call event.

For integrating Sugar with our extension, Provide your domain name of your Sugar CRM at Domain name field (as shown figure 1).
Provide your Username and Password of your Sugar CRM at username and password field respectively (as shown in figure 1).

Figure 1 - Sugar CRM setup

For more information: Watch our youtube videos

Setting up Freshsales CRM

You can integrate Freshsales CRM with our extension. This extension will search for the contact's information in your Leads and Contacts within the CRM matching with the incoming or outgoing number during a call event.

To integrate Freshsales with our extension,provide the bundle alias of your Freshsales CRM at bundle alias field and provide your API key at API key field in the dialer. To get the Bundle alias and API key, Go to Personal settings -> API settings . Now, You can see your Bundle alias and API key (as shown in figure 1)

Figure 1 - Freshsales CRM Bundle alias and API key

For more information: Watch our youtube videos

Setting up Podio

You can integrate Podio CRM with our extension. This extension will search for the contact's information in your Contact-Leads within the CRM matching with the incoming or outgoing number during a call event.

For integrating Podio with our extension, You just need to give your App ID and click "SET UP" to get contact's information from your Podio CRM. To get the App ID, Login to Podio, Click on contacts and you will see the contacts of your Podio. Click on the wrench at the left side of your window as shown in figure 1 and then click developer.

Figure 1 - Podio CRM dashboard

Figure 2 - Podio CRM app token

There you can see the App Id as shown in figure 2. Copy and Paste App Id in the Autodialer and Click submit. Two factor authentication is provided to get access to read your contact details.

For more information: Watch our youtube videos

Setting up Zendesk

1. If you don't already have a Zendesk Support account, register to start a free trial at https://www.zendesk.com/register/
2. In your browser, navigate to your Zendesk account. The url will look something like https://your_subdomain.zendesk.com.
3. In Admin Center, click the Apps and integrations icon () in the sidebar, then select APIs > Zendesk APIs. Under the Settings tab, make sure Password Access is enabled in the settings. If you don't have permissions to do this, ask an admin to check for you.

Figure 1 - Zendesk Admin Center

You can integrate Zendesk with our extension. This extension will search for the contact's information in People(Users) within the Zendesk matching with the incoming or outgoing number during a call event.
To integrate Zendesk with our extension, provide the domain name, Email address and Password of your zendesk account and click "SET UP" to get contact's information from Zendesk. To get the domain name ,go to welcome page,where domain name as shown in the figure 1. Enter the other credentials as shown in the figure 2.

Figure 2 - Zendesk dashboard

Figure 3 - Zendesk CRM setup

For more information: Watch our youtube videos

Setting up Follow up boss

You can integrate follow up boss with our extension. This extension will search for the contact's information in Users within the follow up boss matching with the incoming or outgoing number during a call event.

To integrate follow up boss with our extension, provide the domain name(find it on your follow up boss URL), API key of your Follow up boss account and click "SET UP" to get contact's information from follow up boss. To get the API key ,go to Admin -> API Settings , API key in the API Settings as shown in the figure 1. Copy API key and paste it to the extension.

Figure 1 - Follow up boss API Settings

For more information: Watch our youtube videos

Setting up Pipedrive CRM

You can integrate Pipedrive with our extension. This extension will search for the contact's information in Users within the Pipedrive matching with the incoming or outgoing number during a call event.

To integrate Pipedrive with our extension, provide the domain name(find it on your Pipedrive url), API key of your Pipedrive account and click "SET UP" to get contact's information from Pipedrive. To get the API key, go to Settings -> Personal ->(Other)API , API key in the API Settings as shown in the figure 1. Copy API key and paste it to the extension.

Figure 1 - Pipedrive CRM dashboard

For more information: Watch our youtube videos

Setting up Monday

You can integrate Monday with our extension. This extension will search for the contact's information in Users within the Monday matching with the incoming or outgoing number during a call event.

To integrate Monday with our extension, provide the domain name(find it on your Monday url), V2 API key of your Monday account and click "SET UP" to get contact's information from Monday. To get the V2 API key, Click on the avatar at the bottom left -> admin -> API-> at the below of V2 Token copy Personal API token (as shown in figure 1)

Figure 1 - Monday CRM API token

For more information: Watch our youtube videos

Setting up Manual script

You can integrate your manual script with our extension. During call events, the extension will send a "GET" request to your script with a request parameter named "their_number" and "my_number. The parameter their_number will contain the international formatted incoming number without "+" character at the front(example: 13024404084) and my_number contains Caller id without "+" character at the front (example: 13024404084). The manual script allows possibilities for customization.

For example, the contact details of that number can be fetched from your CRM by using the CRM APIs. Alternatively, the script can respond with the contact details stored in your datastore. Response from the script should be as shown in the figure 1 below.

The 'Content-Type' of response should be 'application/json'. The response can have two fields, "Name" field (which refers to the name of the contact matching this number parameter) and a "URL" field (Web address of the corresponding contact's profile page in the CRM). This name will be shown as caller id and the profile page in CRM will be opened in a new tab of the browser. You can test this with our sample script, which will return "Nethram llc" as "Name" and URL of a sample CRM page as "URL" in response.

For testing please provide https://twilioid.com/twilioid/twilio_call_ext_server/crm.php in the text field "URL for manual script" shown in below figure 1.

Figure 1 - Manual script setup

Note:

Response sample for CRM request

{"Name":"abcd","Url":"https:\/\/example.com\/sampledir\/samplecontact.php?id=198&type=lead"}

You can also write notes in the CRM by utilizing a dedicated endpoint. This enhancement provides a convenient way to programmatically add notes to customer records through an endpoint. You can provide the endpoint in the text field "URL for adding notes" shown in figure 1. Following call or message events, the extension will send a request containing call/SMS information in JSON format to the specified endpoint.

Note:

Sample JSON data in request to the endpoint for a call:

{"subject":"Outbound Call","description":"duration : 16. From:+1234567890. To:4085556660 Called by abcd","contact_info":[{"Name":"Nethram llc","Url":"https:\/\/example.com\/sampledir\/samplecontact.php?id=198&type=lead"}]}

Sample JSON data in request to the endpoint for a SMS:

{"subject":"Outbound SMS","description":"MESSAGE BODY From:+1234567890 To:14085556660 Sent by abcd","contact_info":[{"Name":"Nethram llc","Url":"https:\/\/example.com\/sampledir\/samplecontact.php?id=198&type=lead"}]}

For example, you can access the "Name" in the above JSON using $data["contact_info"][0]["Name"].

For more information: Watch our youtube videos