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  • By Abby Ford
    The Customer Onboarding Team’s Strategy for a Successful App Launch Customer Onboarding Team Launch Header

    I’m not a competitive swimmer, but lately I’ve had the chance to observe how much time swim coaches spend on leaving the wall. Whether a dive, flip-turn, or strong push, it’s an important moment in the race. If poorly executed, it takes a lot more energy to gain your momentum mid-swim than it takes to get things right at the outset.

    Twilio’s Customer Onboarding team coaches customers through the launch phase of a new Twilio product so that they can get “off the wall” and swim. We’ve seen that having a well-planned implementation strategy can accelerate time to a successful launch – and we’ve also seen the costs to customers working to remediate a problematic launch. A “successful launch” means, for example, that your solution can deliver messages to inboxes and SMS to handsets right from the start.

    In this article, I will share the common steps in the Twilio …

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  • By Dennis Chu
    Using WhatsApp buttons for more engaging customer experiences WhatsAppButtons.png

    With more than 2.2B monthly users, WhatsApp is a powerful channel for conversational customer engagement. In addition to high deliverability, high customer adoption, and high engagement rates, the WhatsApp Business API offers rich messaging features not possible with traditional SMS.

    Quick Replies and Call-to-Action buttons, now available in the Twilio Console, allow businesses to streamline customer responses and guide them through conversational interactions. Quick reply buttons let businesses define buttons that your users can tap to respond. Rather than requiring a customer type “C” or “1”, or plaintext, you define the expected customer response in an interactive Message Template. When a quick reply button is tapped, a message containing the button text is sent in the conversation allowing either an employee to respond, or to execute logic (like custom routing) to continue the conversation. Similarly, call-to-action buttons let users launch a website or dial a number with one tap …

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  • By Mohamed Aladdin
    Build a Multilingual IVR With Twilio and PHP Build a Multilingual IVR With Twilio and PHP

    Imagine your company's sales are growing rapidly and your sole customer support employee can no longer handle the increased call volume. In this instance, the only thing worse than an unsatisfied customer is an unsatisfied customer who finds your customer support number constantly busy.

    So, you decide to do something about it and create an IVR (Interactive Voice Response). Nice, but your customers are from all around the world so not all of them can speak your language, and those that can may not, necessarily, be fluent. The solution? Create a multilingual IVR!

    Prerequisites

    What is an IVR?

    An IVR is a technology that allows humans to interact with a computer-operated phone system through the use of voice and DTMF (Dual-tone multi-frequency signaling) tones input via a keypad.

    In other words, when a customer calls, a computer system will respond and redirect …

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  • By Miguel Grinberg
    Build a Phone Tree with Python, Twilio and a State Machine Build a Phone Tree with Python, Twilio and a State Machine

    The Twilio Programmable Voice service provides a complete line of features that allow you to implement phone trees or Interactive Voice Response (IVR) systems for your business or organization.

    In this tutorial you will learn how to create an extensible phone tree using Python, the Flask web framework, and the power and simplicity of a state machine. The phone tree that you are going to have by the end of this tutorial will match the following diagram:

    Phone tree diagram

    Tutorial Requirements

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  • By Lizzie Siegle
    Brainstorm last-minute Father's Day gifts with Notion and SMS dad header image

    Father’s Day is coming up, and my twin brother and I need to plan what to get for our dad. For multimedia notes and brainstorming, I like to use Notion, an app that bills itself as “an all-in-one workspace where you can write, plan, collaborate and get organized.” Notion has options for making notes, adding tasks, managing projects, and more. My brother doesn’t use Notion, but he does text a lot. To make it easy for us to collaborate, I made an SMS bot to which we both can text gift ideas. The ideas will be gathered into a single Notion page using Notion's recently-released API, Twilio SMS, the Twilio Serverless Toolkit, and Twilio Functions, making my gift-buying process a lot easier.

    text to Notion

    Prerequisites

    1. A Twilio account - sign up for a free one here and receive an extra $10 if you upgrade through this link.
    2. A …
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  • By Lizzie Siegle
    Write to a Notion Database via SMS with Twilio Serverless header image

    Notion is an app that bills itself as "an all-in-one workspace where you can write, plan, collaborate and get organized", letting you take notes, add tasks, manage projects, and more. They recently released their API. Read on to see how to write to a Notion database using Twilio Programmable Messaging, the Twilio Serverless Toolkit, and Twilio Functions.

    video text example

    Prerequisites

    1. A Twilio account - sign up for a free one here and receive an extra $10 if you upgrade through this link.
    2. A Twilio phone number with SMS capabilities - configure one here.
    3. Node.js installed - download it here.
    4. Notion account - download the Mac or iOS app here and make an account (or you can just make an account at that link and use Notion in the browser).
    5. A personal phone number to test the project.

    Get Started with the Notion API

    Go to …

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  • By Joseph Udonsak
    Build a Command Line Tool With Symfony Build a Command Line Tool with Symfony

    Once upon a time (long before the mouse was invented), the only way to talk to a computer was via command line commands. A user would type a preset command and the computer would execute the associated instruction(s) and respond to the user by displaying some text.

    Of course, it was not without its disadvantages especially for users who weren't very comfortable with computers. This and other innovations that followed in the early computing days gave rise to the Graphical User Interface which has made interaction with computers more intuitive and inclusive.

    The Command Line Interface (CLI) has, however, not lost its relevance. With less pressure on CPU resources, the CLI presents a powerful medium for executing tasks without hassle.

    We will see this first hand in this article as we'll use the Symfony CLI to scaffold (rapidly reducing development time by automatically generating needed files and application configuration) and …

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  • By Diane Phan
    How to Send a Message on WhatsApp With Java header - How to Send a Message on WhatsApp With Java

    The WhatsApp Business API from Twilio is a powerful, yet easy to use service that allows you to communicate with your users on the popular messaging app.

    With the help of Twilio and Java, you can deliver a quick message to someone over WhatsApp without having to pick up your mobile device.

    In this article, you'll be using your handy dandy command line and writing a couple of lines of Java code to send a WhatsApp message in an insanely fast manner. So why wait? Let's get started!

    screenshot of the WhatsApp message sent with Java

    Tutorial requirements

    • A free or paid Twilio account. If you are new to Twilio get your free account now! (If you sign up through this link, Twilio will give you $10 credit when you upgrade.)
    • Some prior knowledge of Java or a willingness to learn.
    • A smartphone with WhatsApp, to test the project.

    The Twilio WhatsApp sandbox

    Twilio provides a …

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  • By Ashley Boucher
    How to Send an MMS with Node.js How to Send an MMS with Node.js

    Twilio is all about powering communication and doing it conveniently and fast in any language.  

    With the help of Twilio and Node.js, you can deliver a quick media message to someone without having to pick up your mobile device.

    In this article, you'll be writing a short JavaScript program to send an MMS in an insanely fast manner. So why wait? Let's get started!

    Tutorial requirements

    Configuration

    You’ll start off by creating a directory to store the files of our project. Inside your favorite terminal, enter:

    mkdir node_mms
    cd node_mms
    

    Your next step is to …

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  • By Jesse Sumrak
    ACD vs IVR: What's the Difference Between Call Center ACD & IVR? ACD vs IVR: What's the Difference Between Call Center ACD and IVR

    If you've ever called a customer support team, there's a good chance that the call center used automatic call distribution (ACD) or an interactive voice response (IVR) system to make your call more efficient. These modern-day VoIP features route callers smoothly to the right extension, cutting down on wait times, transfers, and sometimes any human interaction at all.

    Call center ACD and IVR systems aren't the same—but they work magically together.

    TL;DR: ACD is a form of automatic call routing based on different factors, while IVR is an automated voice response menu that intelligently navigates callers through options.

    Want more details? Below, we'll walk through call center ACD vs. IVR to discuss the details, nuances, and benefits of these systems. Then, we'll show you how these two features can work in tandem to create the optimal customer experience for inbound callers.

    What Is Call Center ACD?

    In a perfect world, …

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