Install the App: Start by installing the app from the marketplace. A free trial is available for you to explore its features. Twilio Account Requirements: 1.Ensure you have a paid Twilio account to use this app. 2.Purchase a Twilio Dedicated Number: 3.To buy a Twilio phone number, navigate to this link https://support.twilio.com/hc/en-us/articles/223135247-How-to-Search-for-and-Buy-a-Twilio-Phone-Number-from-Console. Validate Twilio Account: Enter the following integration settings to validate your Twilio account: 1.Twilio phone number 2.Twilio SID 3.Twilio Auth Token 4.Click on "Verify Twilio Account." A success message will confirm successful validation. Validate Freshdesk Account: Enter the following integration settings to validate your Freshdesk account: 1.Freshdesk domain 2.Freshdesk API key 3.Click on "Verify Freshdesk Account." A success message will confirm successful validation. Once validated, configure settings for your Twilio Plus app. Configure SMS Templates: Under SMS templates, you have two options for auto-response SMS: 1.Enable Status Change: Send an auto-generated SMS with a customizable template when the ticket status is updated. 2.Enable New Reply/Public Note: Send an auto-generated SMS with a customizable template when a new reply or public note is added to a ticket. 3.Create Custom SMS Templates: 4.Create templates for agents to efficiently respond to repetitive customer queries. Configure Incoming SMS Settings: Decide when to generate a ticket from incoming SMS: 1.Automatically generate a ticket for any incoming message within a specified timeframe, consolidating messages into one ticket. 2.Generate a ticket only when the message follows a pre-defined format, prompting customers with the correct format if needed. Setup Webhook URL: Generate a webhook URL post-app installation and configure it in your Twilio account: Copy the URL from the "Incoming SMS Settings" tab. Paste it in your Twilio phone number’s webhook configuration. For more help, refer to this article. https://www.twilio.com/docs/sms/tutorials/how-to-receive-and-reply-php#configure-your-twilio-number Final Step: Complete the installation process and start using the app to enhance your Freshdesk support with SMS capabilities. Things to Note : You can sign up for a twilio Free account to get started from here - https://help.twilio.com/articles/223136107 There are few restrictions with the Twilio account to be kept in mind You will have to verify caller IDs before you can send replies to them For sending replies to a US number, you will have to verify your identity with Twilio When sending replies from non US number to US number, Twilio trims any messages with symbols (@,!) on them