How to Integrate Twilio SMS with ProProfs Help Desk

Integrating ProProfs Help Desk with Twilio automatically converts incoming SMS messages into support tickets. This helps you manage customer text conversations directly within your help desk, ensuring no message is missed and every interaction is properly tracked.

Benefits:

• Smart Ticket Routing: Automatically direct incoming SMS inquiries to the appropriate inbox so the right agent can respond without delays.
   

• Centralized Communication: Manage SMS conversations alongside other support channels from a single dashboard.
   

• Complete Conversation Context: View SMS conversations 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 tab 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.

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.

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 to Twilio, a pop-up will display all SMS-enabled numbers from your Twilio account along with the available Help Desk inboxes.

Select the appropriate number and map it to the desired inbox.

Click Save to complete the setup.

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, 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 appended to the same ticket thread.

That’s all about integrating Twilio SMS with ProProfs Help Desk. Please contact our support team if you encounter any issues or have questions.