Call and SMS Integration with Flowroute (#1 VoIP Provider)
Flowroute is one of the USA trunk providers. They have always had a REST API for their calling and SIP trunking, and have now added SMS into the API.
This would be amazing for allowing users to use their current carrier for SMS and CID communication. Their API is very well developed and they have a dedicated staff to help with the integration. Really interested in being able to get SMS sent to our office lines and them coming in as ticket replies or leads, and being able to respond to the SMS from RS.
There's even more that can be done with their system including CID, call times, destination and origination call data, SMS content, etc. See more here: https://www.flowroute.com/developers/
We have an initial release in the app center for beta testers.
I don’t see a way to get a ping when there is an inbound call, only SMS – so I can’t see how we can get “caller id” type integration from flowroute directly, but you can continue using the PBX integration method for that.
This integration will allow you to send/receive SMS like our built in system, but you can send from your own phone number.
If someone sends you an SMS that doesn’t have an open ticket it will create a lead. For now you can’t reply there in the leads..
@Troy: Can we still post upgrade requests for this feature even with this post marked Completed (or will they not be seen?). Want to know what's best way to submit:
We have over 20 DIDs with Flowroute, but currently they (FR) only support a SINGLE webhook URL for their SMS API :( After speaking with FR support, the have no plans of allowing DID-specific routing, and recommended we "work with a private developer to integrate with our system". Well, our system is RS, so here's our request for ENHANCED integration/routing...
Like most shops, we have our "main" number we'd like to use for outgoing SMS. The current integration works PERFECT for this; we can send SMS from that number, and replies go to the ticket, yay! What we're missing is the ability to ROUTE other DIDs (phone numbers) to ALTERNATIVE destinations (leads, ticket, email, in-app notification, webhook, etc).
Would it be at all reasonable for RS to add routing options for SMS based on the specific DID being messaged? All of the relevant data is contained in the header of the SMS data, so it's just a matter of adding a rules engine for alternate SMS. I figure it would be a simple SOURCE>DESTINATION table on the Flowroute integration page. Basically, it's just adding a filter table for the existing integration.
THIS would be EPIC for all repair shops (especially those with multiple locations, or different numbers for techs, etc)! The ability to route incoming messages to alternate destinations would give us unlimited control on how we specifically want to handle communication - everyone is happy! PLEASE consider this, as there is currently NO WAY for anyone to handle call+sms data in a CRM/ERP system. Talk about a competitive advantage for RS to offer!
Jacob Graf commented
Any update on being able to reply to an incoming SMS via SMS? It seems kinda heavy to send a quick SMS message in to us and next thing you know, we've converted it to a ticket and continue the conversation over email, especially if it's for something small with a quick answer like most incoming SMS messages are.
Jake D. McCann commented
We've discovered a major issue with Notifications regarding this particular integration! FYI: Inbound SMS through Flowroute gets stuck as a lead and does not auto convert to a ticket, despite the "Convert Leads to Tickets" option being enabled inside the Admin section. This happens even if "Enable Leads" is disabled at the account level.
What's even worse is that the Inbound SMS via the Flowroute Callback URL is treated differently inside the Repairshopr system than a regular SMS message being sent to the 425-xxx-xxxx Repairshopr standard outbound CID number.
This incoming Flowroute SMS triggers absolutely NO notifications, despite all trigger requirements being met. This is a major issue because unless you're looking at the leads icon in the dashboard and constantly refreshing the page you'll never know that your clients or prospects are sending text messages to your company phone number.
Beware; It's an awesome integration, but don't think you can enable this integration and expect to be notified when clients are texting your DID flowroute number--you won't be... not yet
Heard on that Troy. We (and many other users I talk to) don't use "in-app" notifications for anything, since they're not interactive/in-your-face. We use the Ticket Dashboard for notifications to see everything at a glance. Just wanted a CID popup alert like calls, since they're both kind of instant communication alerts. Not critical I guess.
AdminTroy (Founder, RepairShopr) commented
When an sms reply comes in we put a 'customer reply' on the ticket, so if you had an in-app notification for that case I think you'd already be covered..
Is there not a granular enough rule for this?
@Troy - It's definitely nice showing our own number for SMS for callbacks instead of the shared RS one. Thanks. And I didn't originally mean we wanted CID lookups for calls directly from Flowroute (though that would be nice for users without a PBX). I meant could we get a similar ping for SMS with an on-screen alert like "John Smith just texted!". Is that possible?
Flowroute announced this is now working for inbound and outbound SMS now. Would be so nice for incoming SMS messages to attach to open tickets or leads, and to be able to send outbound texts masked as our own Flowroute DID :)
This needs to be implemented with Ring Central, Intermedia Hosted VOIP (Reseller) and CallRail as well. All are major players in the VOIP and call tracking space and widely used by us and many of our clients.
CCW Technology commented
That would be awesome. I use Flowroute for outgoing and Vitelity for incoming.
It would also be nice to add a click to call where you click on the client's number and it would ring your extension to auto dial client. This may be more of a FreePBX integration than Flowroute however.
AdminTroy (Founder, RepairShopr) commented
They are local and I know them well! This would be fun to add