Twilio SuiteCRM extension

Redian Software has developed extension to connect SuiteCRM with Twilio. Twilio SMS extension allows you to send SMS (leads, contacts, employees, prospects, users accounts) and receive (from Twilio) with details such as message, date and time of SMS, status, etc.

Key Features of the SMS Module

The extension lets sales and support users communicate through Twilio SMS directly from any standard SuiteCRM module. Outbound messages can be triggered from Leads, Contacts, Employees, Prospects and Users records, while inbound replies are logged back against the originating record with full message text, timestamps and delivery status. SMS logging provides a means of reducing operational costs by analysing call and message records. A business can see who has handled each conversation, how long it takes them to respond, and how much time they spend on customer outreach.

This helps managers stay confident that their teams are handling enquiries quickly and efficiently, while highlighting staffing level requirements across the day. Many of our customers display this data on intelligent wallboards that constantly monitor staff effectiveness during peak hours. Used well, SMS logging inside SuiteCRM helps owners drive sales, improve agent performance, win and retain customers, deter fraudsters and quickly settle customer disputes. Above all, the extension lets your team connect with contacts on the channel they actually read, which directly translates into more revenue.

Part of a Larger SuiteCRM Extension Portfolio

The Twilio integration was one of the early extensions in what eventually became Redian's full lineup of seven published SuiteCRM Store extensions, covering telephony, messaging, document automation and productivity. Each is built to install cleanly on top of standard SuiteCRM with no core code changes, which means upgrades remain straightforward. The full set is documented on our SuiteCRM expertise page(/expertise/crm/suitecrm), alongside our customisation and managed-service offerings.

When to Choose This Approach

For mid-market sales and support teams that already run SuiteCRM, layering Twilio messaging on top is usually faster and cheaper than ripping out the CRM in favour of a bundled SMS platform. Our consultants regularly scope these integrations as part of larger CRM and ERP implementation engagements(/services/crm-erp-implementation). To discuss a Twilio rollout or a custom SuiteCRM extension, please contact the team(/contact).