Streamline your data management process with the LiveAgent + Twilio integration

Live Agent is a robust Helpdesk and live chat software, rated as the best helpdesk platform for Small and medium-sized businesses in 2017. It allows you to manage and track all communications with your customers and leads, including emails, which are automatically converted into tickets for better management, phone calls and video calls. So you can easily receive and send emails (including mass emails) from the same place. The real-time chat widget can be easily configured in order to send automatic custom invitations, based on customers’ behaviors or website url (useful for pricing pages).

All the communications between your staff and customers are recorded as “tickets”. A ticket includes emails, live chats, phone calls and other channel communications, including social media. Live Agent in fact, provides a stunning feature which allows you to help and support your customers across Facebook and Twitter. Furthermore, Facebook private messages and tweets are automatically converted into tickets, so you can easily answer them from LiveAgent and have your fans and followers under control. All your replies will be sent as tweets or private messages.

Tickets are accessible from the “Universal Inbox”, a single place where you can find all the communications. Through the “Automated Tickets Distribution” feature, you make sure that each ticket is assigned to the correct agent or department. Live Agent’s reporting system provides detailed insights and data about your agents/departments performances, rating and analytics. Live Agent integrates with several CRMs, CMS, Email Marketing software and Project Management tools.

Twilio is a cloud communication platform designed for businesses and developers who want to build SMS, Voice, VoIP and Messaging applications through web service APIs.

Twilio platform includes many tools: Twilio Voice, Twilio SMS, Twilio Client, and more. While Twilio Voice is a tool specifically designed to let applications receive and send phone calls, Twilio SMS enables applications to receive and send SMS. Moreover, Twilio Client allows every browser, phone or tablet supported by WebRTC technology to make VoIP calls.

Twilio also provides a simple and powerful APIs that allow everyone to create software products that communicate with the the entire world. Thanks to APIs, you can add messaging, voice, video and authentication in your software, with the programming language and the code you already use. Twilio also enables you to make apps exchange pictures and messages via SMS.