Twilio

LiveDesk supports users to add WhatsApp channels to converse with customers. Provides three API supply methods: WhatsApp Cloud Service, Twilio, and EngageLab WhatsApp. The following explains how to add Twilio.

Prerequisites

1. You need to create a Twilio Account.
2. A valid phone number.

There are two ways to use Twilio with LiveDesk:

1. Regular way, without SMS service
2. Messaging Service

Regular Way

Create Twilio Account

1. Log in to your Twilio account and click the "Create New Account" button.

2. Fill in all required fields and complete the account creation process.

3. Copy the Account SID, Auth Token, and Phone Number. If you haven't added a phone number to your Twilio account, please add one first.

LiveDesk Add Channel

Enter Configuration Information

Enter the Account SID, Auth Token, and Phone Number obtained in the previous step. Define the channel name, and click Confirm after configuration is complete. The interface will return a webhook URL.

Enter the Twilio console, select "Integration", paste the webhook URL, and then click "Save". You can now start sending WhatsApp messages via LiveDesk.

Set Twilio Messaging Service Way

Create Twilio Messaging Service

1. Select "Messaging" > "Services", then click the "Create Messaging Service" button.

2. Follow the subsequent steps to fill in all required fields. Copy the corresponding Messaging Service ID and click "Save".

LiveDesk Add Channel

1. Log in to your LiveDesk account, and check the "Use Twilio Messaging Service" checkbox when creating the WhatsApp channel. Then copy and paste the Account ID, Messaging Service ID, and Token into the corresponding fields.
2. In the Twilio Console, "Messaging" > "Services" > "Select Service" > "Integration", and paste the Webhook URL generated in the previous step here. You can now start sending WhatsApp messages via LiveDesk.

Detailed Settings

After creating the channel, you can set detailed configuration information in the corresponding channel.

Settings

• Set Channel Greeting Message

Defaults to off. Enter a custom greeting message that is automatically sent to the customer when they start a conversation.

• Enable CSAT

When this function is run, a customer satisfaction survey will be automatically launched for every problem resolved. CSAT scores can be viewed in the subsequent report section.

Conversation Assignment

Displays the conversation assignment rules corresponding to the current channel. Supports Routing Rules, AI Agent, and Human Agent responses. Conversation assignment priority order: Routing Rules > AI Agent > Human Agent.

When routing rules exist, it first determines whether the routing rule requirements are met. When multiple routing rules exist simultaneously, they are traversed in order, and if a rule is met, assignment is done according to the rule.

If the current scenario does not satisfy routing rules, it is prioritized for assignment to the AI Agent.

When no AI Agent exists, it will be assigned to the corresponding Human Agent. Supports automatic assignment, providing assignment mechanisms based on concurrent load and sequential average distribution.

Human Agent

Supports setting human agents to handle conversation messages for this channel, which can be added and removed.

AI Agent

Supports setting AI agents to handle conversation messages for this channel. You can choose to enable or disable usage, and support adding GPT AI Agents.

Business Hours

You can set the working hours for the team.

If there are clearly defined business hours, please check the "Enable business availability for this inbox (Enabled)" checkbox. After checking the box, the corresponding parameter settings will be displayed below. You can set unavailable messages for visitors during off-hours. You can select business hour intervals and corresponding time zones for each day.