By integrating your Aircall numbers with SMS-Magic, you will be able to enhance customer communication by combining multi/omni channel capabilities with efficient call management. This integration enables enhanced communication through combined calling and messaging features within your business operations. You can integrate your Aircall numbers with SMS-Magic and experience seamless conversations with your customers.

To integrate Aircall with SMS-Magic, follow the steps mentioned here:

• As a customer looking for a messaging solution, look for SMS-Magic on Aircall’s dashboard among the listed SMS partners:

• Click SMS-Magic to review the solution details
• Click on the Connect button as shown in the image below

Another way to integrate your Aircall numbers is through your Aircall dashboard. Go to the Aircall dashboard, and look for SMS-Magic under the Discover Integrations sub-section of the Integration & API section.

• Click on the SMS-Magic and you will be redirected to the following page:

• If you are an existing customer, use the Login option to sign in
• If you are a new customer, click Try if For Free to sign up
• You will be redirected to the SMS-Magic login page
• Sign in to continue

• Once you log in, go to the Integrations page and look for the Aircall option, as shown in the image below:

• Once you click on Aircall, you will land on the integrations page:

• Click on the Connect button. You will be asked to enter your Aircall credentials.
• Authorize SMS-Magic with Aircall

• After authorization, you will see the list of your Aircall numbers. Select the number that you want to use with SMS-Magic for messaging.

• Add numbers to proceed:

• You will be redirected to the list of available numbers which you can use for messaging:

Once you see that the numbers are added, you need to get in touch with your CSM at Aircall to update them about enabling messaging via SMS-Magic. This is currently done manually, however, in the future, it will be enabled via the Screen Magic interface. Also note that, once you add or delete numbers within the Aircall integration, you need to manually click ‘Resync’ to update the numbers list in SMS-Magic. This will make sure that your numbers list in SMS-Magic will always be up to date and consistent between Aircall and SMS-Magic.

Use these numbers to send one-to-one messages, and bulk messages, and to set up automation using SMS-Magic.

Once you have integrated your Aircall numbers with SMS-Magic, you can start sending messages to your customers via SMS. If you wish to enable WhatsApp business messaging on the same Aircall numbers, you can get in touch with SMS-Magic support. Additionally, with the multichannel messaging feature, you can now converse with your customers seamlessly via other messaging channels such as Facebook, Line, and MMS. Post integration of your Aircall numbers with SMS-Magic, you can experience continued, personalized communication with your customers or prospects, regardless of the channel you choose.

2.2 Creating Messaging Templates (SMS, WhatsApp)

SMS-Magic allows you to create SMS, MMS, and WhatsApp templates that can be used while sending single or bulk messages. In templates, you can use variables that represent the object—such as name or address. These variables are also called merge fields or dynamic fields. While sending SMS messages, these variables would be auto-populated to their values. Follow the steps mentioned in this document to create templates and send messages to your customers using your Aircall numbers via SMS and WhatsApp.

2.3 Consent Management

Before you decide to send messages to your customers using your Aircall numbers that are integrated with SMS-Magic, make sure to obtain the required consent. With SMS-Magic’s consent management setup, you can keep track of the status of your recipient’s consent to receive messages from your business. Being compliant with anti-spam guidelines makes sure that you only send messages to customers who have subscribed to your services. Enable or Disable the Consent Management using the toggle button in the top right corner of the screen. Follow the steps mentioned here to set up consent.

2.4 One-to-one Messaging (Converse Desk)

If you wish to send one-to-one messages using your integrated Aircall numbers, you can use the Converse Desk. Converse Desk provides you an intuitive, easy-to-use interface. It features a familiar inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations. You can send SMS and WhatsApp messages over Converse Desk. Converse with your customers using the Converse Desk by following the steps mentioned in the documents here.

2.5 Bulk Messaging (SMS Campaigns)

Once you have integrated your Aircall numbers with SMS-Magic, you can send bulk messages to multiple users as part of a bulk SMS campaign.  Messages, once created, may be sent at a time and frequency that is suitable for your business needs. Therefore, you can schedule messages accordingly. To know more about the campaign manager and how to send bulk messages, refer to the documents here. 

2.6 Automated Messaging (Coming soon)

With SMS-Magic’s Converse apps, you can set up powerful automation. By utilizing call event triggers like call ended or unanswered calls, you can effortlessly initiate automated messages to your valuable customers. Additionally, you can integrate post-call surveys to collect feedback on client satisfaction and enhance the overall client experience. This will enable you to engage with your customers and deliver a personalized experience promptly.

3. Operations

3.1 Setting up Notifications

Message notifications are an important functionality that keeps you updated on all incoming messages. SMS-Magic Converse provides multiple ways in which you can be notified when you receive a new message. Find out more on setting up customized notifications for different types of messages and events here.

3.2 Message Reporting

SMS-Magic Converse provides Dashboards that help you view the analytics generated from the message volume. The reports displayed on each dashboard provide a graphical view of the data to help in easy comprehension. They are sufficiently detailed covering every aspect of your messaging strategy. To know more about message reports, refer to the document here.

3.3 Analytics and Dashboards

While you are using your Aircall numbers with SMS-Magic for messaging, you would want to know the status or analytics of the messages.  With SMS-Magic’s analytics dashboards, which are accessible from the global navigation bar, you will be able to access different charts. Refer to this document to learn more about how to access SMS-Magic dashboards.

To integrate Aircall with the SMS-Magic solution, you need to have:

• An account with SMS-Magic
• Aircall numbers

2. Getting Started with Sending Messages

2.1 Supported Messaging Channels

With SMS-Magic, you can have continuing, personalized seamless conversations, regardless of the channel. Go multichannel via WhatsApp, Facebook Messenger, SMS, MMS, and Line, and start conversing with your integrated Aircall numbers seamlessly with your leads, customers, and prospects from anywhere. 

2.2 Creating Messaging Templates

The Converse Template is a library of all the templates created for different purposes across multiple channels such as SMS, WhatsApp, and Facebook Messenger, etc. It helps you to easily manage and organize all templates that are necessary to conduct messaging campaigns. You can create new templates, edit existing templates, change a template owner, and attach a template to an object. Also, it is easy to add merge fields to the templates in order to personalize each of the outgoing messages. Refer to this document to know more about how to create and use different templates while you converse with your customers using your Aircall numbers. 

2.3 Consent Management

Before you decide to send messages to your customers using your Aircall numbers that are integrated with SMS-Magic, make sure to obtain the required consent. With SMS-Magic’s consent management setup, you can keep track of the status of your recipient’s consent to receive messages from your business. Being compliant with anti-spam guidelines makes sure that you only send messages to customers who have subscribed to your services. Enable or Disable the Consent Management using the toggle button in the top right corner of the screen. Follow the steps mentioned here to set up consent.

2.4 One-to-one Messaging (Converse Desk)

If you wish to send one-to-one messages using your integrated Aircall numbers, you can use the Converse Desk. Converse Desk provides you an intuitive, easy-to-use interface. It features a familiar inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations. You can send SMS and WhatsApp messages over Converse Desk. Converse with your customers using the Converse Desk by following the steps mentioned in the documents here.

2.5 Bulk Messaging (Send bulk SMS, Campaign Manager)

Once you have integrated your Aircall numbers with SMS-Magic, you can send bulk messages to multiple users as part of a bulk SMS campaign.  Messages, once created, may be sent at a time and frequency that is suitable for your business needs. Therefore, you can schedule messages accordingly. To know more about how to send bulk messages, refer to the documents here. 

2.6 Automated Messaging (Based on the call events getting captured within CRM)

If you are using the SMS-Magic native solution, then based on the event captured in the CRM, you can call SMS-Magic automation to send messages automatically.

3. Operations

3.1 Setting up Notifications

Message notifications are an important functionality that keeps you updated on all incoming messages. SMS-Magic Converse provides multiple ways in which you can be notified when you receive a new message. Find out more on setting up customized notifications for different types of messages and events here.

3.2 Message Reporting

SMS-Magic Converse provides Dashboards that help you view the analytics generated from the message volume. The reports displayed on each dashboard provide a graphical view of the data to help in easy comprehension. They are sufficiently detailed covering every aspect of your messaging strategy. 

3.3 Analytics and Dashboards

While you are using your Aircall numbers with SMS-Magic for messaging, you would want to know the status or analytics of the messages sent, messages delivered, agent productivity, and other statistics.  With SMS-Magic’s analytics dashboards, which are accessible from the global navigation bar, you will be able to access different charts on consent status, compliance, agent productivity, and consent.  Refer to this document to learn more about analytics dashboard and agent productivity.

To integrate Aircall with the SMS-Magic Zoho solution, you need to have:

• An account with SMS-Magic on Zoho CRM
• Aircall numbers

2. Getting Started with Sending Messages

2.1 Supported Messaging Channels

With SMS-Magic, you have continuing, personalized seamless conversations, regardless of the channel. Go multichannel via WhatsApp, and SMS, and start conversing with your integrated Aircall numbers seamlessly with your leads, customers, and prospects from anywhere.

2.2 Creating Messaging Templates (SMS, WhatsApp)

SMS-Magic allows you to create SMS, MMS, and WhatsApp templates that can be used while sending Bulk, Single, or Automated messages. In templates, you can use variables that represent the object—such as name or address. These variables are also called merge fields or dynamic fields. While sending SMS messages, these variables would be auto-populated to their values. This provides you with a personalized touch when you connect with your Leads and Contacts in Zoho. You can personalize messages for custom modules in Zoho CRM. Follow the steps mentioned in this document to create templates and send messages to your customers using your Aircall numbers via SMS and WhatsApp.

2.3 Consent Management

While you are sending messages using your Aircall numbers, you need to take care of the consent of the customers. Consent cannot be exchanged, bought, or sold. For instance, you cannot obtain the consent of the recipients by simply buying a phone list from other parties. Once you take consent from your recipients you need to prepare a consent record database. Refer to this document to know more about how to create consent automatically and manually.

2.4 One-to-one Messaging (Converse Desk)

If you wish to send one-to-one messages using your integrated Aircall numbers, you can use the Converse Desk. Converse Desk provides you an intuitive, easy-to-use interface. It features a familiar inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations. Converse Desk can now be accessed from within Zoho CRM using the Converse Desk Web Tab as well as from the SMS-Magic Web Portal. You can send SMS and WhatsApp messages over Converse Desk. Converse with your customers using the Converse Desk by following the steps mentioned in the documents here.

2.5 Bulk Messaging (Send Bulk SMS)

You can either send a message to a single record from your Leads or Contacts, or you can select multiple records of Leads or Contacts and send a text message to all those recipients at once. Using this method, you can send messages to a maximum of 100 records. You can select up to 100 recipients to send the SMS on Zoho. Also, to send messages to more than 100 recipients, you can use Custom List Views in your module, and send to a maximum of 50K recipients for Enterprise edition Zoho CRM. Refer to this document to understand all about how to send bulk SMS using your Aircall numbers. 

2.6 Automated Messaging (Via Webhook)

With SMS-Magic and Aircall integration, you can also create SMS and WhatsApp message automation. You can trigger automated messages based on the events captured in the CRM such as post-call surveys or missed call alerts, etc. For your convenience, we provide the JSON Payload configuration that must be used for creating a Webhook for Automation. A webhook gives you the ability to communicate with a 3rd-party application by sending an instant web notification every time an event occurs. Refer to this document to learn more about how to send automated messages via Webhook

3. Operations

3.1 Setting up Notifications

Message notifications are an important functionality that keeps you updated on all incoming messages. SMS-Magic Converse provides multiple ways in which you can be notified when you receive a new message. To know more about how to set up notifications for incoming messages, refer to the documents here.

3.2 Analytics and Dashboards

While you are using your Aircall numbers with SMS-Magic for messaging, you would want to know the status or analytics of the messages sent, messages delivered, agent productivity, and other statistics. With SMS-Magic’s analytics dashboards, which are accessible from the global navigation bar. Refer to this document to learn more about how to access SMS-Magic dashboards.

Bigin is an innovative topping of Zoho, focused on small and medium businesses, intended to satisfy even the smallest business requirements. Now with SMS Magic and Bigin integration, you can better organize your business information into Companies, Contacts, Activities, and Pipelines. SMS Magic’s integration with Bigin will help you to effectively communicate with your team about the areas that need your attention.

2. Pre-requisites

To use the Bigin topping, a user should have an SMS Magic account with Bigin. If not, they will have to first sign up. 

To install the SMS Magic Converse App in Bigin, follow the steps mentioned below:

• Open the Bigin URL and Sign In using valid credentials:

• Enter your username and password to proceed to the following home page of Bigin:

• Go to the ‘Settings’ section in the top right corner, near your profile. The following page will appear:

• Click on the ‘Toppings’ tab, as highlighted on the left side in the image above. The following page will appear:

• Here, you will be able to see all the toppings (apps) that are built by Bigin. To see the toppings listed in Marketplace, click on the ‘Marketplace’ tab. The following page will appear:

• Here, you can see all the toppings that are listed in Bigin, toppings that are already installed, and those for which updates are available. 
• Search for SMS Magic Converse in the Search bar

• Click on the ‘Install’ button to start the installation process of the SMS Magic Converse package

• Check the Terms of Service and authorization checkboxes and click on the ‘Install Now’ button to proceed.
• Complete all installation steps as per the sequence to proceed

2. Configuration Steps

• Once the installation is complete, SMS Magic Converse will be listed in the ‘Installed’ tab under the ‘Marketplace’ section, as shown in the image below:

• Click on ‘Configure’ to configure the SMS Magic Converse package

• Click on the ‘Authorize’ button to proceed:

• Click on the ‘Connect’ button to proceed to the services login page and provide permission for this connection to access your account.

• Click on the ‘Accept’ button to allow access to your data in your account. The following page will appear:

• Click on the ‘Settings’ button to proceed:

• The Settings section is divided into two parameters, one is the Data Center URL and the other one is the Default Phone Field. Users can select different data center URLs as per their requirements. By default, the US data center URL will be selected:

• The default phone field will be used by SMS Magic to send messages. This field belongs to the Contacts module. You can go to the Account section to check if it is connected and also view the API key which will be used as the open API.

• If your account is not connected to the SMS Magic account, it will show the following message. In this case, you will have to sign up using the trial sign-up page.

• In the Help section, you will find the help documents, videos, and any material that helps you to understand the Bigin Topping.

1. Send a message to a single contact

• To send a message directly to a single contact, you need to go to the ‘Contacts’ section as shown in the image below and select a contact:

• Click on the contact name to open the message-sending page, as shown below: 

• On the contact details page, you can see the basic information, description, stats, history, and etc. 
• Click on the ‘Send Message’ button to send a message to the selected contact. You will be redirected to the following login page:

• Login using the Bigin option, as shown below:

• Once you complete the next step of authorization, you will be logged in to your SMS Magic account on Bigin and you can then go to the section where you can send messages to the selected contact.

2. Send a message to multiple contacts

To send messages to multiple contacts, you need to go to the ‘Contacts’ section as shown in the image below:

• As shown in the image below, select the contacts to whom you want to send messages:

• Click on the ‘Send Message’ button to proceed. You will be redirected to the following login page:

• Login using the Bigin option, as shown below:

• Once you complete the next step of authorization, you will be logged in to your account and you can then go to the section where you can select multiple contacts and send messages:

• As you can see, the selected contacts are listed here with their mobile numbers. In the compose message section, select the sender ID and the template from respective drop-down lists, type your message, and click on the ‘Send’ button to send a message to the selected multiple contacts. 

1) Generate JSON from SMS-Magic Portal – instructed in the link here.

2) Create Webhook in Zoho CRM – as instructed here.

3) Associate Webhook with Workflow rule – as instructed here.

Click on the search icon as highlighted in the above image. The following field will appear:

The ‘Search’ field on the Inbox tab helps you search the conversations with a customer. If you search for a contact with whom a conversation exists, then your search result will appear as follows:

You can click on the contact to view/continue your conversations.

Click on the filter icon on the top right corner and the following list of users will appear:

Select a user to view the messages in the inbox, the following inbox of the selected user will appear: