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Setting up/troubleshooting Telnyx app in Zoho CRM

Updated: Mar 13

Telnyx is a cloud-based platform that helps us send individual or mass SMS to our customer database.




Below are the requirements and steps to follow in case you'll be setting up a new Telnyx account or re-connecting an existing Telnyx number to Zoho CRM.


Pre-requisites for app installation

  • Should have Zoho CRM account (Professional or Enterprise Edition)

  • Should have Telnyx account

Features

  • Send single SMS

  • Send Bulk SMS

  • Send messages from the Leads, Contacts, Deals and Accounts module

  • Create and Manage templates inside Zoho CRM

  • View message history inside Zoho CRM

  • Send automated messages using workflows

Application installation and configuration


Step 1: Go to the Zoho marketplace and search for the application "Telnyx SMS for Zoho CRM". Click the "Install" option to install the application in your account. Agree to the terms and conditions displayed by clicking the check box and then, click "Continue".



Step 2: Choose the profile to whom you want to install the application and click "Confirm".

Step 3: Now, you will be asked to authorize your Zoho account. Click the "Authorize Now" button to authorize the account.


Step 4: Click "Accept" to confirm the authorization.



Step 5: Now, to authorize the Telnyx account, enter your API account in the space provided. To get the key, click the "Create or Get Here" option. Click "Authorize" to authorize the Telnyx account once the API key is entered.


Step 6: Either copy the API key already available in your account or use the "Create API key" option to create a new API key to integrate it with Zoho CRM. Check Telnyx Portal to make sure that the API connection worked and there is a number associated to the connection.






Step 7: Now, you can view Telnyx interface to send out messages. If you click on the profile icon at the right, you can view your authorized accounts, Workflow parameters fetching section, and Manage app users section.


Step 8: If you want to modify setting, click the gear icon on the upper right corner of the Zoho CRM interface, click "All" under Marketplace, then click "Installed" to see apps already integrated to Zoho CRM.

Step 9. If you are sharing the Telnyx module with another CRM user, check Module Permissions and check if the user is allowed to access Telnyx Message History module. Also, by default, only the Super Administrator account is able to see the full message history in the Telnyx module. Make sure that SMS records are assigned to the other CRM user (check "Telnyx Message History Owner" field) so they can see it on their end.




Workflow configuration


Step 1: Click the Zoho CRM settings option at the top right and click the "Workflow Rules" option under Automation.

Step 2: Click "Create Rule" option to create a new workflow rule.


Step 3: Select the module for which the workflow has to be executed and give a name and description for the workflow rules.


Module: Telnyx Message History

Rule Name: Outbound SMS Marked as Read

Description: This rule automatically mark the outbound messages as read.


Module: Telnyx Message History

Rule Name: Change Owner to CRM Support Description: This rule automatically changes the record owner to another user "CRM Support".


Module: Students

Rule Name: Send Scheduled SMS to Students

Description: This rule enables user to schedule sending an SMS using the "Scheduled Outbound SMS" section in the Students module.


Module: Students

Rule Name: Empty Scheduled SMS Fields

Description: This rule automatically empties the field values under "Scheduled Outbound SMS" after a scheduled message is sent.


Step 4: Select the condition for the trigger and for whom the workflow has to be created based on the requirement. Copy the setup below.


Trigger for Rule: Outbound SMS Marked as Read


Trigger for Rule: Change Owner to CRM Support


Trigger for Rule: Send Scheduled SMS to Students


Trigger for Rule: Empty Scheduled SMS Field


Step 5: Set up the actions you want to execute when the above conditions are met. Copy the configuration below.

Actions for Rule: Outbound SMS Marked as Read

Actions for Rule: Change Owner to CRM Support

Actions for Rule: Send Scheduled SMS to Students


Actions for Rule: Empty Scheduled SMS Fields






Set up webhook-action workflow rules


Step 1: Click the gear icon on the upper right corner of the Zoho CRM interface, click "All" under Marketplace, then click "Installed" to see apps already integrated to Zoho CRM.


Step 2: Choose "Settings" and click "Workflows" under For Admin. Configuration details for webhook will pop up. Keep this browser tab open so you can easily access the tokens and parameter codes.


Step 3. In a new browser tab, open CRM.


Step 4. Click the gear icon on the upper right corner of the Zoho CRM interface, click "Actions" under Automation, then click the "Webhooks" tab.


Step 5. Select "Configure Webhook" button.


Step 6: Under "Edit Webhook", give a name and description for the Webhook and select the method as POST. Paste the webhook URL in the space provided which you have already copied from other tab that has the configuration details for webhook. Set Authorization Type to "General". Also, choose the module that is related to this workflow webhook.



Step 7: Under "Body", select the Type as "Raw" and Format as "JSON". Paste the SMS parameter in the space provided and replace the "FILL_HERE" option with the required values.



SMS Parameters "from" - Enter the Telnyx phone number with the country code "to" - Enter the phone number field of the recipient (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) "text" - Enter the message content to be sent "module" - Enter the API name of the Zoho CRM module which you can get from the "Developer Space". "recordId" - It can be, for example, Lead ID (Click "#" and select the placeholder to fetch the value from the Zoho CRM field.) Once entered all the values, click the refresh option so that you will get the preview URL. Now, click the "Save and Associate" option to save the webhook.


Step 8: For getting the API name of the module, click the Zoho CRM settings at the top right and under "Developer Space", click the "APIs" option. Under "API names", you can find the values of the API names of all Zoho CRM modules. Copy the required API name as it is without any extra spaces and paste the value for the "module" parameter in the workflow.


Step 9: Now, click "Save" to save the created workflow. The new workflow has been created.


Step 10. Go to Workflow Rules and create an automation using the Instant Action "Webhook". Select the webhook you created so that whenever the condition is met, the webhook will be triggered and the scheduled messages will be received by the contact.






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