Key Points

1. Two-way SMS messaging
1. Supports both inbound and outbound SMS message
   
2. Ad hoc messaging
1. SMS Outbound Message Initiator
3. Bulk messaging
1. Send bulk SMS messages to multiple customer at once
4. Auto-ticketing system
1. AI in creating Tickets or Threads

Prerequisites

1. Enter your Twilio Account SID.
   
2. Enter your Twilio Auth Token.
   
3. Click Save.
   
4. Enter your Freshdesk domain i.e oappsxyz.freshdesk.com -
   
1. Do not include http or https
   
2. Do not provide some other domain which is not related to yours.
   
5. Enter your Freshdesk API Key.
   
1. Login in to your Freshdesk account.
   
2. Click profile settings.
   
3. The Freshdesk API key is displayed on the right side.

Setting Up

1. Enter a  phone name, example  US Support , Sales etc
   
2. Select the number.
   
3. Type your message
4. Click Send button.

Outbound Initiator

1. Click the Twilio icon present in the left panel
   
2. Select the number.
   
3. Type your message
   
4. Click Send button.
   

Bulk SMS

Ticket detail view - Right panel