How to Integrate Twilio SMS & Voice Call with ProProfs Help Desk
Integrating ProProfs Help Desk with Twilio automatically converts incoming SMS messages into support tickets and enables handling of voice calls directly within your help desk. This helps you manage customer text conversations and call interactions in one place, ensuring no message or call is missed and every interaction is properly tracked.
Benefits:
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Smart Ticket Routing: Automatically direct incoming SMS inquiries and call-related interactions to the appropriate inbox, so the right agent can respond without delays.
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Centralized Communication: Manage SMS conversations and voice call interactions alongside other support channels from a single dashboard.
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Complete Conversation Context: View SMS messages and call details alongside previous customer interactions to resolve issues without asking for repeated information.
Example:
A support team wants to provide SMS-based assistance to customers who prefer texting over email. By connecting Twilio with ProProfs Help Desk, every SMS sent to the support number automatically creates a new ticket or updates an existing one. This ensures all customer communication is organized, traceable, and handled efficiently.
Before You Begin: Configure Your Twilio Account
Before performing the Help Desk integration steps, you must first configure your Twilio account.
Step 1: Access Your Twilio Credentials
Log in to your Twilio account.
From the sidebar, open Account Dashboard and copy your Account SID and Auth Token.
You will need these details while connecting Twilio inside ProProfs Help Desk.
Step 2: Select an Active Phone Number
Click Phone Numbers, then open the Manage section and select Active Numbers.
You will see a list of all active numbers in your account. Click the number you want to configure for the Help Desk webhook.
Step 3: Configure the Phone Number
Under the Properties section, use the edit option to set or update the Friendly Name of the phone number.
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Then, click on the Configure tab and scroll down to the Messaging Configuration section.
You will paste the Help Desk Webhook URL here after completing the setup inside ProProfs Help Desk.
Next, under the same Configure tab, scroll further to the Voice Configuration section.
Enter the Helpdesk Voice Webhook URL in the appropriate field.
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Click Save Configuration to apply the changes.
Steps to Integrate Twilio with ProProfs Help Desk
Step 1: Go to Settings
Log in to your ProProfs Help Desk account and click Settings from the dashboard.
Step 2: Open Integrations
On the Settings page, select Integrations.
Scroll down and locate Twilio, then click it to open the configuration settings.
Step 3: Add and Connect a Phone Number
Click Add Phone Number.
Enter the required details in the pop-up window.
Provide your Account SID and Auth Token, then click Connect Twilio to complete the connection.
Step 4: Map the Twilio Number to an Inbox
After connecting Twilio, the Add Phone Number pop-up will appear.
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Enter an Incoming Ticket Subject.
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Select your Twilio Phone Number from the dropdown.
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Choose the required Service Type(s) by selecting SMS and/or Voice.
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Select the Inbox where incoming messages should be routed.
Click Save to complete the setup.
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Step 5: Add the Webhook URL in Twilio
After saving the configuration, copy the generated Webhook URL from the table.
Open your Twilio Console and go to the connected phone number settings.
Under Messaging Configuration, paste the Webhook URL into the appropriate field.
Managing the Integration
Use the Status toggle to activate or deactivate the integration as needed.
Click the three vertical dots (⋮) to edit the configuration details.
After completing the steps above:
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When someone sends an SMS to the connected number, a new ticket will be automatically created. If a ticket for that contact already exists, the message will be added to the same ticket thread.
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When someone calls the connected number, a call notification will be sent to the help desk staff. They can choose to accept or reject the call and take further action accordingly.
Using Voice Calls in ProProfs Help Desk
To start handling voice calls through your help desk, make sure Voice is enabled and configured correctly.
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Go to My Account.
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Enable the Allow Voice Call option, then save your changes.
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Once enabled, navigate to the Tickets section. You’ll notice a call icon in the header. When a user calls your connected number, you’ll receive a real-time alert with a ringing notification.
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Click the call icon to open the Call Dashboard, where you can manage incoming calls or place outgoing calls directly from the help desk.
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After the call ends, the interaction details are automatically logged under Create Ticket from Call. From here, you can create a new ticket or update an existing one based on the conversation.
Click any row in this section to view available options and take further actions, such as creating a ticket directly from the call details.
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You can also access additional call details, including transcripts, from the available options for each call record. To view the call transcript, click the View Transcript option.
That’s all about integrating Twilio SMS with ProProfs Help Desk. Please contact our support team if you encounter any issues or have questions.