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.

1 Prerequisites

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.

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.

This section redirects users to the SMS-Magic Technical Resource Center, where user guides, FAQs, and all relevant documents can be accessed. 

Conversation is an interactive communication between two or more people. It is a thread of messages between customers and agents. It is important to track these messages to monitor and streamline the customer relationship journey of your business.

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. You can identify SMS and WhatsApp Conversations easily via the SMS and WhatsApp icons as seen in the screenshot below.

SMS-Magic is a proven, global messaging platform with over 2,500 clients across 59 carriers. SMS-Magic enables Zoho CRM users to engage buyers and win and retain more new customer revenue while creating strong customer relationships that drive sustainable, competitive advantage. SMS-Magic is a popular messaging application on Zoho Marketplace.

Introduction

The SMS-Magic Extension for Zoho CRM enables you to converse with prospects and customers easily. It gives you the ability to send and receive SMS messages from Zoho CRM. You can also automate messages using Webhooks, create SMS Templates with Dynamic fields, Manage Sender IDs, and view Delivery Reports for your messages.

Go through this guide to learn how to install and configure the SMS-Magic Extension on Zoho CRM. You can also contact sales@sms-magic.com for more details and assistance.

If you have logged in using Zoho CRM SSO, your account will be automatically configured with Zoho CRM.

NOTE: If you have not already installed the SMS-Magic Interact on Zoho CRM, click on Install and follow the steps mentioned in Installing SMS-Magic on Zoho CRM.

Re-login to SMS-Magic Web Portal, In the ‘Get Started’ section, click on the Configure Wizard to view the modules that have been created in your Zoho account.

Notes: Do not delete or modify any of the Zoho Module Names. These names must remain as-is for SMS-Magic to work correctly with Zoho CRM.

• In the Button Configuration tab, you’ll find instructions on how to create the Send SMS button for Zoho CRM. 

• The Automation tab provides information on how to use Webhooks to Send SMS Messages from workflows. You may proceed with these steps. 

Setup and configuration is now complete. You are all set to begin using SMS-Magic. To learn more about SMS-Magic Extension, please refer to our User Guide.

About SMS-Magic

SMS-Magic is a proven, global messaging platform with over 2,500 clients across 59 carriers. SMS-Magic enables Zoho CRM users to engage buyers and win and retain more new customer revenue while creating strong customer relationships that drive sustainable, competitive advantage. SMS-Magic is a popular messaging application on Zoho Marketplace.

Overview

The SMS-Magic Extension for Zoho CRM enables you to converse with prospects and customers easily. It gives you the ability to send and receive SMS messages from Zoho CRM. You can also automate messages using Webhooks, create SMS Templates with Dynamic fields, Manage Sender IDs, and view Delivery Reports for your messages.

With this User Guide, you can get the maximum from your SMS-Magic extension for Zoho CRM. You’ll find detailed steps and images to help you learn each feature.

For information on how to Install and Configure SMS-Magic on Zoho, read our Installation Guide. You can also contact sales@sms-magic.com for more details and assistance.