Q. How do I use the Twilio Chat Messenger for Zoho CRM Module?
Once you have entered the correct credentials, you can make use of the outbound as well as inbound messaging feature of the Module. You can reply to conversations, or start a new one by clicking on the (+) button within the Module. All your outbound and inbound messages are available within the Module, so that you do not have to go back and search for individual conversations.
Q. How do I start sending messages from Zoho CRM?
Once the Twilio Chat Messenger extension is installed and Twilio credentials are configured by a CRM administrator, users can start messaging immediately. Simply open the Twilio Chat for Zoho CRM Module and search for a Contact or Lead record where the number is saved use the Module to send SMS or MMS messages.
Q. Where can I view message history?
All SMS and MMS conversations are automatically saved within the Twilio Chat for Zoho CRM. Message history is displayed directly in the related Contact or Lead record, allowing users to review past conversations at any time inside the Module.
Q. What happens if a message comes from an unknown number?
Whenever any message is received from an unknown number, it is marked with a blue dot ( Notification ) in the conversation within the Module. The blue dot ( Notification ) only goes away when the user has replied to the message. Messages from unknown numbers are still logged in Zoho CRM. Users can manually link the number to an existing Contact or create a new Contact to ensure future messages are properly tracked.
Q. Will I receive notifications for incoming messages?
Yes. The extension provides real-time notifications within the Twilio Chat in Zoho CRM whenever a new message is received, helping users respond quickly and avoid missing customer messages. A blue dot (Notification ) is marked in the chat within the Module and automatically goes away once the user has replied to it.
Q. Can I disconnect Twilio from Zoho CRM?
Yes. CRM administrators can update or remove Twilio credentials from the extension settings at any time. There is not need to uninstall the extension, the user can just remove the credentials to completely stop all messaging activity.
Q. Do I need a Twilio account to use this extension?
Yes. A valid Twilio account with SMS/MMS-enabled phone numbers is required. The extension works only with Paid Twilio accounts and properly configured Twilio credentials. The extension will not work for users using free trial.
Q. Is message data stored outside Zoho CRM?
Messages are processed through Twilio but all conversation records are stored and displayed within Zoho CRM, ensuring easy access and continuity. The purpose of this extension is just fetching messages from Twilio Chat and displaying on Module, no data is stored otherwise.
Q. Who can manage extension settings?
Only users with admin privileges in Zoho CRM can manage extension settings, update Twilio credentials, and control user access. Also, admins can give either Profile access, or access to all users to perform similar functions.
Q. Can I manage multiple conversations from the Module?
Yes. The Module displays all active conversations associated with the selected Contact or Lead, allowing users to easily switch between chats and manage customer communication efficiently from one centralized panel.
Q. Can I search conversations in the Module?
Yes. Users can quickly search message content within the Module to find past conversations, keywords, or important details, making it easier to reference customer interactions during follow-ups or support calls.
Q. Will the Module show unread messages?
Yes. Unread messages are clearly indicated in the Web Tab with a blue dot (Notification ), helping users quickly identify conversations that need attention. The indicator is removed automatically once a reply is sent.