Power of Twilio in SugarCRM

Author Image By Ashish Dwivedi

December 12, 2018

2 minutes

No doubt CRM is the most important thing for companies nowadays. If we think about the communication system through the call, SMS in SugarCRM then best available option can be Twilio. With the help of Twilio API in SugarCRM and SuiteCRM, we can more engage and respond to the customer when actually required.
Communication when actually it needed to play a most important role to maintain existing customer or create a new customer. Every customer is important and special and every customer is the high priority. This model always increases revenue. So basically communication on voice, video, SMS, Whatsapp are very important. Calling System through Twilio is most widely used and very good response. Twilio helps a lot to make the system more interactive and engage with the customer.

Twilio API in SugarCRM and SuiteCRM

How sweet if we don’t assign any real person for it and a robot does all things for us.
Twilio is playing a good role in this and make communication better via the right tools and AI.

Twilio Connector
API provides lot of features to make things easy in automation. There is a lot of API available in Twilio like programmable SMS, programmable voice, Chat, Audio, Autopilot, FAX, etc which are very easy in integration.

Although SugarCRM is packed with a lot of great features if we talk about development. One of the best features which I like most is LogicHooks. Through the logic hook, we can trigger various actions. With the help of a logic hook, we can make implementation of Twilio much easier.
Here are some methods below which can be used in integration

Using SugarCRM Connector

SugarCRM has feature connectors to integrate any third party API inside SugarCRM. With the help of connectors, we can keep the Twilio library separate and integrate inside SugarCRM.

After setup connector, a logic hook named after_ui_frame can be used to add some javascript code to append click to call or message or something other which required in SugarCRM detail view. If you want to append something in list view logic hook process_record can be used for this and implement Twilio inside SugarCRM.

Using SugarCRM Custom Field

Another idea is creating a custom phone field with Twilio features with connectors, create easily and manage from the studio. Custom phone field can be create in /custom/include/SugarFields/Fields/ . In this folder structure, you can develop your own phone field and use in the studio.

Finally, there is a lot of ways to integrate Twilio inside SugarCRM and you can choose better for your project and increase company revenue.

Categories: CRM

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