• Region:
  • Enter your Twilio Region Code in the designated field.
  • You can find your Region Code in the attached screenshot below
• Twilio Account SID:
  • Your Account SID is a unique identifier for your Twilio account.
  • Log in to your Twilio Console.
  • On the Dashboard, your Account SID will be visible on the main page, usually under the Project Info section.
  📷 See Step 6 screenshot for reference.
• Twilio Auth Token:
  • The Auth Token is used to securely authenticate your integration with Twilio.
  • In the same Twilio Console, under the Project Info section, you’ll find your Auth Token next to your Account SID.
  • You may need to click the eye icon to reveal the token.
  📷 See Step 6 screenshot for reference.

• Sender Phone:
  Select the Twilio phone number that you want to use as the sender of the SMS.
• Merge Fields:
  Select a CRM field from the dropdown to insert its value dynamically into your message. For example, you can use fields such as {{Leads.First_Name}} to personalize the message for each lead.
• SMS Template:
  Select a predefined SMS template from the dropdown. The selected template will populate the message area automatically.
  Use the Refresh icon to reload and fetch the latest available templates. The Edit and Delete icons can be used to manage the selected template, when applicable.
• Message:
  Enter or edit the SMS content directly in the message box. You can combine custom text with merge fields to create personalized messages.

• Click the Save icon to save the message/template content, when required.
• Click the Send button to send the SMS immediately.
• Click the separate clock icon located to the left of the Send button to open the Schedule SMS window and schedule the message for later delivery.

• Friendly Name:
  Select a friendly name from the dropdown, if available, to identify the scheduled SMS.
• Date Time:
  Select the date and time when you want the SMS to be delivered. You can use the calendar and time picker to select the desired date and time.
• Message:
  Review the message that will be scheduled for delivery. The message can include Merge Fields, such as {{Leads.First_Name}} and {{Leads.Company}}, which will be replaced with the lead's information when the message is sent.

• Click the Edit (pencil) icon to update the template message.
• The template name cannot be changed.
• Click the Delete (trash) icon to remove the template.
• Use the Save icon to create a new template.

Create a New SMS Template

Update an Existing SMS Template

• Navigate to the Leads module.
• Select the desired lead records manually, or use filters to narrow down the records you want to message.
• Once the required records are selected, click the "Send Bulk Messages" button in the top toolbar.

This will open the Bulk SMS popup window, where you can compose and send a message to all selected leads at once.

Key features of the Bulk Messages interface:

• Active Recipients
  • Shows contacts who are eligible to receive the SMS.
  • The total number of active recipients is displayed at the top of the panel.
• SMS Opt-outs
  • Shows contacts who have opted out of SMS communication.
  • Opted-out contacts are automatically skipped and will not receive the message.
• Friendly Name
  • Select the appropriate Twilio messaging service used to send the SMS.
• SMS Template
  • Select an existing SMS template for the bulk message.
  • You can also manage templates using the available refresh, edit, and delete options.
• Merge Fields & Quick Merge Fields
  • Insert dynamic Lead information into the message, such as First Name, Last Name, Full Name, or Company.
  • These fields are automatically replaced with the corresponding information for each recipient.
• Message & Preview
  • Review or edit the SMS content before sending.
  • The preview displays the message using the data from the first active recipient as an example of how the SMS will appear.
  • If a merge field is empty for the first recipient, that field may appear blank in the preview. This preview is only an example and does not represent the message for every recipient.
  • The character count and number of SMS segments are displayed below the message.
• Send Summary
  • Displays how many contacts will receive the message and how many will be skipped.
  • Click Send to [Number] Contacts to send the bulk SMS.

• When this checkbox is checked, the lead is marked as opted out of receiving SMS messages.
• When unchecked, the lead is considered eligible to receive SMS communications through the extension.

📌 This field helps maintain compliance with communication preferences and ensures messages are only sent to leads who have opted in.

• Create or open a Workflow Rule in Zoho CRM and configure the required trigger and conditions according to your business requirements.
• Under Instant Actions, click + Action and select Custom Actions.
• Select the Twilio SMS custom action SendTwilioSMS(twiliosmsforzohocrm).
• In the SMS configuration window, select the appropriate Sender Phone and Recipient Phone.
• Use Merge Fields to insert dynamic CRM values into the SMS. For example, fields such as {{Deals.Contact_First_Name}} or {{Deals.Deal_Name}} can be used to personalize the message.
• You can either select a predefined SMS Template or create a custom message directly in the Message field.
• After configuring the SMS content, click Set Action to add the Twilio SMS action to the workflow.

• The incoming SMS is associated with the corresponding CRM Contact.
• A notification appears in the Signals panel, indicating that a New Message has been received.
• The message is displayed with Twilio SMS for Zoho CRM as the source, allowing you to identify that the notification was generated from an incoming SMS.
• You can select the incoming message notification to view the message details and access the associated contact information.