1 Prerequisites

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.