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One of the most important functions of a contact center is to create a seamless experience for the customer. That’s true whether they connect with your business via phone, chat, email, or all of the above.
To make that seamless experience possible, contact center agents need the right tools to:
- Access customer data and context of previous interactions
- Communicate with customers and other team members on various channels
- Analyze past interactions and identify trends
- And more
Integrating the right apps and software into your cloud-based contact center helps you put these tools together in a single platform.
Not sure where to start? This post will cover the top 5 types of contact center software integrations that could benefit your business. Plus, we’ll look at how you can integrate these apps and software with Twilio Flex—our world-class contact center solution.
1. CRM software
Customer data is at the heart of …
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Twilio is a unique platform offering flexible APIs to communicate on different channels, including SMS, using our Programmable SMS product. Generally, using our APIs requires programming.
Your CRM or internal tools are not necessarily natively connected with Twilio. In this article, we will show you how to deploy and use a turnkey application to send your first SMS campaigns from data (numbers and variable fields) contained in a CSV file, all without writing a line of code.
This application will be deployed on the Twilio Runtime platform, a serverless platform that makes it so you don't have to worry about hosting infrastructure.
Solution: CSV to SMS Campaigns
Below is a screenshot of the application we are going to use and the result for one of the recipients.
This article describes how to set up and use the CSV to SMS application. Below is a video that explains how it works …
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Twilio is excited to announce the expansion of our messaging for marketing and engagement capabilities with the launches of Message Scheduling and Link Shortening with Click Tracking! These features will enable marketers and the developers that support them to build solutions for marketing promotions, loyalty, customer engagement, campaign optimization and the maximization of ROI.
But this is just the start! In the future, Twilio will expand our suite of marketing and engagement capabilities to include Message Tagging, Broadcasting (bulk sending) and the addition of real-time, out of the box, engagement tracking and analysis of marketing campaigns within Messaging Insights!
Message Scheduling (General Availability)
Message Scheduling provides the ability for messages to be scheduled for distribution at a future date or time with a single API call. Using the Twilio Programmable Messaging API and the message scheduling Messaging Service feature, users can schedule SMS, MMS, or WhatsApp messages and let Twilio …
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We are excited to announce that Message Scheduling is now generally available!
With Twilio’s Programmable Messaging API Message Scheduling feature you can request that your SMS, MMS, or WhatsApp messages be delivered at a future date and time by including two extra parameters in your API request, for free!
As part of general availability, we have enhanced this feature to be HIPAA eligible. Additionally, you can now schedule messages to be distributed as soon as 15 minutes out, versus the previous criteria of 60 minutes out.
Message Scheduling is a great feature for appointment reminders, alerts, notifications, promotional messaging, or other use cases where scheduled communication is important. By leveraging Message Scheduling, you can let Twilio send your SMS, MMS, or WhatsApp messages at a fixed time without the need for your own queuing or scheduling logic; ensuring that your messages are delivered at the right time, per your …
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SMS Marketing campaigns are a common way for a business to promote a new product, kick off a promotion, or increase engagement. Even with SMS having the highest viewing rate of most traditional marketing channels, businesses still want to ensure a campaign is successful by making sure they send at the right time, place, and reason. A business would also want to be able to track the success of campaigns through viewable metrics and optimize for future success such as through A/B testing.
This is where a brand new set of tools for Twilio’s Programmable Messaging API would come in including Message Scheduling, Link Shortening and Click Tracking.
Message Scheduling is now generally available. Link Shortening and Click Tracking is in Public Beta. Read our recent release blog to learn about these products in depth!
For many companies sending links via SMS, MMS, or WhatsApp at the right time and …
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I love learning and writing blogs about .NET and related technologies. One of my favorites over the past 10 years or so has been Entity Framework (EF) and Entity Framework Core (EF Core). I have used it professionally with MS SQL Server, Postgres, and MySQL. But the thing I don’t like is installing these databases on my computer, they are large, they add services that run on startup, and consume lots of resources.
Instead, when I want to write an application using EF and one of those databases, I download a docker image for the database, start up the container, and connect to that instance from my .NET application. When I’m done for the day, I shut down the container, and when I’m done with the application, I delete the container, and image, and my system is clean of the database.
The other great thing about using a database in …
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Testing your applications is a fundamental part of any project, whether it is to find errors during development, or to verify the expected behavior of your application in each action that a user may or may not execute.
In this post, you are going to use a simple form and test it using Playwright and C# to verify its operation with both correct and incorrect information, simulating the actions of users.
Prerequisites
You will need the following for your development environment:
- a .NET IDE (Visual Studio, VS Code with C# plugin, JetBrains Rider, or any editor of your choice)
- .NET 6 SDK (earlier and newer versions should work too)
- Git CLI
- NUnit
- PowerShell
Test types
You can create different types of tests to verify your software:
- Unit tests test individual methods and functions of the classes, components, or modules your software uses.
- Integration tests verify that …
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This week we made the extremely difficult decision to restructure and reduce Twilio’s workforce by approximately 11% – teammates and friends who helped build Twilio. If your company is currently hiring and looking for remarkable talent, we’d love to connect you with them.
We’ve launched the Twilio Alumni Talent Hub, in partnership with RiseSmart, to support our impacted team members during this time of transition. The Twilio Alumni Talent Hub is an opt-in website where our colleagues can share their expertise and experience with potential employers.
Visit the Twilio Alumni Talent Hub to connect with our friends who are interested in hearing about new opportunities. Keep checking back, as it will be updated on an ongoing basis as new profiles continue to populate.
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This is an email that was sent out to all Twilio employees today from Twilio CEO Jeff Lawson.
Twilions,
Over the years, we’ve made lots of changes to the way Twilio operates and is organized, but none harder than what I’m sharing today.
We’ve made the extremely difficult decision to restructure and reduce Twilio’s workforce by approximately 11% – teammates and friends who helped build Twilio.
I'm not going to sugarcoat things. A layoff is the last thing we want to do, but I believe it's wise and necessary. Twilio has grown at an astonishing rate over the past couple years. It was too fast, and without enough focus on our most important company priorities. I take responsibility for those decisions, as well as the difficult decision to do this layoff.
Before I get into the details, I want to answer the obvious question which is likely on your mind: …
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Azure Functions is built on the concept of Triggers and Bindings, and while there's a Twilio binding for sending SMS, there is no trigger for receiving messages or calls. However, Azure Functions does have an HTTP trigger which you can use to receive webhook requests from Twilio.
In this tutorial, you will learn how to respond to Twilio webhooks using Azure Functions. You will learn what webhooks are, how to set up an Azure Function, and then use your Azure Function app to respond to a Twilio SMS webhook.
Prerequisites
You will need the following things to follow along:
- A Twilio account. Sign up for a Twilio account here and get $20 trial credit to spend on Twilio Products.
- An Azure account with an active subscription. If you do not have one, you can create an Azure account here for free.
- .NET 6.0 SDK or newer
- A …