QuickSend - SMS Widget for Sending & Receiving Twilio Text Messages in CRM
User Guide
Overview:
- Sending/receiving SMS in real time from CRM records
- Managing multiple Twilio numbers and setting a default sender number
- Assigning organization names to numbers and reassigning user with SMS Conversation carryover
- Creating and using predefined SMS templates
- Real-time message delivery tracking, and Intelligent error handling
🔧 Widget Setup & Configuration
1. Access Settings
Upon installing the extension, users are automatically redirected to the ‘Settings’ tab to configure their Twilio credentials.
2.Twilio Account Setup
• Enter Twilio Account SID
• Enter Auth Token
On successful verification, extension will display a message “Twilio credentials verified and saved successfully.”
❗ If invalid, the widget will show:
“Authentication failed. Please check your Twilio SID and Auth Token.”
3. Add Twilio number
Click the “＋ Add” button to add a new Twilio number.
• Provide a friendly name and select a number from the dropdown list
• Click the “✔” icon to save the number to the table.
4. Add Friendly Name to Twilio Numbers
• Once verified, the widget auto-fetches active Twilio numbers in the drop-down menu.
• Note: SMS-capable numbers are auto identified
• Select a Number and Tag each number with an Organization Name (e.g., “Support NY”, “Sales Team”)
• Click ‘Save’ to store the Friendly Name for the number.
5. Assign Default Number
Choose your preferred number to set it as the default sender (‘From’ number).
• Select a default Twilio number to appear pre-filled when sending messages
• Note: This can be changed during message composition
6.Save Configuration
Click “Save” to apply changes. Your Twilio numbers and org names will be visible throughout the widget.
💬 Creating & Managing SMS Templates
1. Creating a New Template
In the chat screen, click the “/” command icon.
Click the “＋” icon to add a new template.
Enter a template name and message content.
Click “Save” to store the template.
2. Using Templates While Sending SMS
Open the template panel via the “/” command icon.
Click the “✔” icon on the desired template to insert it into the message field.
Edit the message if needed before sending.
3. Edit an existing template
Click the “/” command icon to view templates.
Select the template you wish to edit.
Click the “✎” edit icon.
Make your changes and click “Save”.
📤 Send and Receive SMS
How to Send an SMS
1. Open a Leads or Contacts record
2. Click the QuickSend SMS Widget under Related List
3. Select Sender Number
o Choose from your Twilio numbers (with Org Name tag shown)
4. Choose a Template or Type Your Message
5. Sending Media Files
Click the “📎” attachment icon.
Select a media file from your device.
Optionally, add a message in the input field.
Click the “➤” button to send the media directly.
6. Click Send
📥 Receiving SMS Messages
• Incoming replies appear in the same thread
• Messages are auto synced in real time
🔁 Message Threading & History
• Scroll up to load previous messages
• View includes:
o Direction (Sent/Received)
o Delivery status (Sent, Delivered, Failed)
o Timestamps
🔄 Reassigning CRM record to a new owner with SMS Conversation Carryover
🧩 Feature Summary
When the CRM record with a SMS number and associated texts is reassigned to a new record owner (e.g., team change, role update etc.), the extension provides a built-in option to carry over ongoing SMS conversations from the previously assigned user to the new one — ensuring no loss of context or communication.
🔧 How It Works
1. User Assignment Update
o Admin/ Workflows reassigns record to a new owner.
2. CRM User logs into CRM and opens CRM record.
3. Carry-Over Prompt
o The system detects the user change and triggers a prompt:
“Do you want to carry over existing conversations from [Old User] to [New User]?”
4. Conversation Reassignment Options
o Record Owner can choose from:
– ✅ Yes: All open/active conversation threads linked to this Twilio number are reassigned to the new record owner.
– 🚫 No: Conversations remain visible to the old CRM record owner only (archived state), and the new owner starts fresh.
5. Conversation History Sync
o If carry-over is selected:
– All past messages are made visible to the new user
5. Supported File types
| MIME type category | MIME type |
|---|---|
| Images | image/jpeg |
| image/jpg | |
| image/gif | |
| image/png | |
| image/heic | |
| image/heif | |
| image/tiff | |
| image/bmp | |
| image/webp | |
| Video | video/mpeg4 |
| video/mp4 | |
| video/mpeg | |
| video/webm | |
| video/quicktime | |
| video/3gpp | |
| video/3gpp2 | |
| video/3gpp-tt | |
| video/H261 | |
| video/H263 | |
| video/H263-1998 | |
| video/H263-2000 | |
| video/H264 | |
| video/H265 | |
| audio/ogg | |
| audio/mpeg | |
| audio/mp4 | |
| audio/mp3 | |
| audio/3gpp | |
| audio/3gpp2 | |
| audio/basic | |
| audio/L24 | |
| audio/vnd.rn-realaudio | |
| audio/vnd.wave | |
| audio/ac3 | |
| audio/webm | |
| audio/amr-nb | |
| audio/amr | |
| Text | text/vcard |
| text/x-vcard | |
| text/directory | |
| text/csv | |
| text/richtext | |
| text/rtf | |
| text/calendar | |
| Application | application/pdf |
| application/vnd.apple.pkpass | |
| application/vcard | |
| application/msword | |
| application/vnd.ms-excel | |
| application/vnd.ms-powerpoint | |
| application/vnd.openxmlformats-officedocument.presentationml.presentation | |
| application/vnd.openxmlformats-officedocument.spreadsheetml.sheet | |
| application/vnd.openxmlformats-officedocument.wordprocessingml.document |
Role Access Level
Admin Full access to widget settings, Twilio integration
CRM User Can send/receive SMS, use templates, choose from assigned numbers
📈 Best Practices
• Assign meaningful org names to Twilio numbers for clarity (e.g., “Support – NY”, “Sales East”)
• Create SMS templates for common replies (follow-ups, appointment reminders, etc.)
• Always verify Twilio credentials and ensure numbers are active
• Use message placeholders to personalize templates automatically