Two-Way SMS Inside Zoho Desk

A Zoho Desk extension for texting your contacts and accounts through your own Twilio account. Agents can look up one customer and send a single message, or select a group and send to everyone at once. Replies are logged in the SMS History module on the right record, so the conversation stays readable inside Desk.

Zoho Desk can push SMS notifications out, but when a customer replies there is nowhere useful for the answer to go. This extension catches that reply and logs it on the record, and it lets an agent message a whole group instead of one notification at a time. SMS becomes something customers can answer instead of an alert they can only read.

Yes. You connect your own Twilio account and numbers, so Twilio bills you directly at its rates and we add no margin. Your message records stay in your Twilio console under your name, and you are free to change numbers or providers at any point.

Contacts and accounts. You text the person on the record, not a ticket, so the conversation belongs to the customer relationship instead of a single case. As tickets open and close over the life of the account, the thread stays in one place.

Yes. Select the records, write the message once, and each person receives it, with every send logged on its own record. It is the quickest way to reach every affected customer about an outage or a maintenance window without opening a ticket for each one.

In SMS History, as a new entry tied to the record that replied. No one copies anything over or keeps an eye on a separate inbox. Because the history sits on the record, any agent who inherits the account can read the whole exchange without asking around.

No. The extension has no phone home capability. It runs inside your Zoho environment and sends none of your records, phone numbers or message content to us. We hold no copy and run no dashboard collecting data in the background, which is what most sets it apart from the alternatives.

On the Zoho platform, written in Deluge. There is no embedded third party interface, no outside web application and no separate service for your data to pass through. It all happens inside your own Zoho Desk deployment, which makes the data boundary easy to explain to a security reviewer or an auditor.

Yes. Dynamic text takes values from Zoho Desk fields and puts them into the message at send time, such as the customer name, a reference number or any other field on the record. An update to two hundred customers still reads as though each one was written individually.

Yes. Agents save the messages they send most as templates and pick one instead of retyping it. Templates work with dynamic fields, so every recipient still gets their own details. That covers most routine replies, like acknowledgments and status updates.

The extension finds every phone field on the record instead of assuming one default. A contact with ten numbers on file shows all ten, and you pick which to text. That helps when the mobile number is kept in a custom field rather than the standard one.

Yes. Write the message now and set when it should go. It sends at that time whether or not the agent is at a desk, which helps with time zones, business hours and anything that has to arrive before a planned maintenance window.

From the Zoho Marketplace, like any other Zoho extension. Install it into your org, enter your Twilio credentials on the setup screen, and an agent can send the first message from a record right away. There is nothing to host, no server to set up and no package to install elsewhere.

Yes. The Marketplace listing includes a ten day free trial, which is enough time to install it, connect Twilio and text real customers. It cannot be extended, so gather your Twilio credentials first and spend the ten days on actual use.