What Can You Do With Twilio Messaging?

Pulver Peter and I Manav want to thank you for joining us at signal we know all of you are very busy and really appreciate you taking your time out from your busy schedules and being with you being with us here today for the next 25 30 minutes our plan here is to give you a little bit of an introduction into what are the different things that you can do with Twilio messaging we'll walk through a little bit about the different aspects of the product portfolio different aspects of the capabilities but we're going to spend the bulk of our time actually showing it showing how these things work together with a lot of live demos that both Poobah and Peter have put together for you talking about demos everybody take out your phones to participate in the demos and we hope all of you do we'd love for you to text either one or to your favorite number two four one five six nine one two six six four all right raise your hand when when you're done okay all right all right but half the people are done looks like more coming in okay fantastic thanks for joining and you'll see why we ask you this in a few minutes so the premise of our session here today was really this idea that messaging is different than messaging applications you know you ask any twilly on how do you describe Twilio to your friends and family and they'll most likely go and tell you oh hey you know that right sharing experience that we're all used to when that driver is outside and you get that text message that's power through trillium that's the easiest way for any to Leon to describe what folio does and it's always met with this quizzical look from the audience going what do you mean it's easy to send a text message why is that a big deal it's a big deal because that text message was not sent by a human that text message was part of a messaging application and that text message was ramble and that's really what we are talking about here and that's what we want to show how can you go on your path of building a programmable messaging or programmable texting application the first thing you have to do is to think about what kind of messaging you want to do for your given use case is it a one-way messaging thing or are you expecting replies and it's a two-way messaging thing then once you figure that out the next question you have to ask yourself is is this a bulk messaging thing or is it transactional with the actual message that you are sending is specific to the exact person that you're sending to based on the answers to your questions here about one way to way or bulk or transactional the type of technology you use underneath how you develop that application and what is allowed even on a regulation point of view changes and that's what this is really the first consideration you should be thinking about the next thing you think about is what messaging channel would best serve the purpose that you have in your mind you are you going to use SMS which is your BIC WA tiss are you going to use in-app chat are you going to use push notifications or are you going to send messages over a variety of different social applications like Twitter or Facebook Messenger and the like and the reality is that each one of these messaging channels have different attributes which make them better for different types of use cases and if you were ready to distill all of this up into something that is digestible at least in this session here is if you're trying to do some if trying to build a messaging application that is ubiquitous where you want to reach people all people with a cell phone or all people with a mobile phone choose SMS because that's your BIC words but if you're trying to do a two-way experience with people that have your mobile app in that shot it's going to be a lot better because it's going to be richer and it's going to have the context of all the other information that you have in your mobile apps or if it's a one-way message only and you want it to be a part of a app experience we're going to direct people to something else inside an app maybe push notification is a better option in that particular case or if the message that you're trying to say makes a lot more sense from a social context point of view use social messaging apps okay so let's apply some of this theory into an example so let's say for an example that Peter Puma and I are part of our bank fantastic little bank that does a great job of mortgages and sells mortgages to its to its customers and just coming up a memorial day it's got a great mortgage rate that it wants to tell all its customers about everybody in its database about and they want to tell them you know hey we have this new mortgage rate it's a special only last four or five days I didn't want to get the message up but then it also has this extra want to take this extra step of going you know I know that I have two types of audiences in my database those people that are pre-approved for a mortgage will have a very high propensity to get a mortgage from me and those people who do not pre-approved and it is everybody else so I want to segment the message differently and send different content to different people and then for the people that are pre-approved I want to give them some special service and let them reply to the message and help and help them get their mortgage right away and get going so for this particular example whatever what a messaging application would look like is for the first use case or just sending people the information about the mortgage would be a bulk SMS because it reaches everybody and it might say something like Memorial Day special from Al Bank here's the rate lock in your rate on this URL if you want to segment that information for different people you might create two types of messages still sending bulk but segmented one allowing people to reply and for the second not allowing people to apply just giving them a URL and then when that segment of people that can reply do actually reply handle that reply back from your agents from the ages that are in our company that are typically part of a contact center so we're going to walk you through all of this and to make all of this happen we're going to use different Twilio building blocks for sending bulk SMS we're going to use programmable SMS which gives you the ability to send and receive text messages from any programming language that you use today from any app web and mobile application and we're going to use copilot copilot is an is an assist that we provided to think of them as controls that handle a lot of the underlying communications infrastructure to get past the issues of scaling messages from one to a million or one to 10 million 100 million handling a lot of that the orchestration underneath then to segment those messages and send them to two different audiences we're going to use Twilio notify which if you are in the keynote this morning is an example of a declarative API that that is user centric and where you can segment audience one in audience two and send messages to them separately and then when the group of people that get the option to reply when they do actually reply we're going to show you how to use programmable chat and SMS to create a agent chat experience to a customer SMS experience combination so enough of me yapping on how what's what we are going to do and how we're going to do it let's actually see a lifes approver over to you and thank you everyone for attending this session my name is Purva and I'm a Solutions Architect here at Trulia and one of the best things about being a Solutions Architect is that we get to see the most common use cases that our customers build with you know the Twitter building blocks so today I'm going to walk you through three of such use cases so let's dive right into it how many of you here have already used or are familiar with the messaging API is that really offers okay perfect that's about half of you so what I'm going to show you first is how do you integrate messaging right within your application now Twitter is a very flexible platform we allow you to use multiple different languages very easily like for example Python or node or PHP an example so I'm going to take this PHP as an example there are only three things that you really need in order to send an outbound text messaging so in case of the owl Bank let's say we want to send out a marketing text to all of our customers right so there's three steps to that the first step really is to configure a to number and in this case for those of you who chose to participate in the demo I've actually run a quick Tulio query to get all of those numbers into the two plats into the to form a her and then the second parameter here is going to be a from number which is nothing but the hard-coded Twilio phone number that I can easily go and buy from your console and obviously the body of the message is going to be your marketing text text message right so let's run this code real quick all right all of you should now see text message come to your phones one at a time like you see is coming one at a time and this is going to take hours or minutes till the time you process all your numbers right so I'm going to make it stop real quick now as your business grows you really want to be able to scale sending these kind of text messages to a larger audience like think of it you know you want to reach out to thousands of users even millions of users across the globe so a better way to do this is what might have introduced earlier we have another service called copilot so let me show you what I well that looks like so when you configure copilot you would configure something called as a messaging service in your to do console your I've already created a messaging service and the crux of copilot lies in the pool of numbers so for those of you who don't know copilot actually allows you to intelligently route messages by using a group of phone numbers as against just using a single phone number that we saw earlier so in this case you can add multiple geographies you know you have added some numbers from Canada even UK and Australia for example I even have an ability to add a shortcode so let's just go ahead and add an existing shortcode that I already have in my console I can go ahead and add that in there and that's it that's all that you really need to do you could even go into the configuration of copilot and you know there's a couple different features that you can enable in today's demo we are going to focus on the most important feature called scaler this automatically allows me to load-balanced my text messages between a pool of numbers as against using one number so think of it as multiplying that throughput rate of sending out born messages to all of your customers globally so let's go ahead and use this copilot service in our code in this case I'm going to use the exact same demo the only thing that changes is the from parameter so I'm going to grab this from Pam the copilot identifier from here and then plug it right into my code hit save and when I run this output you should now be able to see this messages come at a very at a faster rate there you go so this is going to enable me to scale sending outbound text messages to all of you at a much faster rate there you go sending one at a time how many of you actually got the messages okay perfect and did you guys see it comes through some of you would have seen it come through like a shortcode right perfect awesome there you go so it's gonna iterate and send you all the messages but again this is not alright we as you're talking about marketers you know it doesn't really make sense to seem them send the same message out to everyone you also want to be able to segment those messages and really send out personalized messages to your customers so think of the example of the owl Bank again right you have users on one hand who are sitting in your database who have browse through your side and are just interested and on the other hand who you have users who have already been pre-approved and are ready to buy your loans you definitely want to give these guys a special level of services so in order to do that we have a product called notify and the first thing I would do with notify it's a little bit different from from SMS the reason is you know notify is a user centric API it's what Jeff discussed in the morning at the keynote it's it's decorated so you don't really have to tell notify you know how you would send that message all you need to tell notify is what do you need to send so the first thing I need to create here is what we call binding and binding is nothing but an association between a user and a phone number so all I would do and when I create this kind of binding it allows me to add a segment so in our case those of you who chose to you know either send one or two I can easily segment you guys and send you more personal messages so let's see how to do that right here I'm going to run this code that I have for creating bindings so now what it's going to do is create a binding for all of you all right most of the users here so when I'm done with this the next step is to actually send the notifications so the beauty of notify is here it doesn't matter how many users sit behind that segment it's going to send out messages to everyone every single user that is segmented as one so let's just run this code actually let's not forget we'll add one more layer we'll add another set of just a common set of notification for the users who have selected option two but in this case instead of having a personal message to reply back to an agent I'm just going to ask them to visit my website so dr. Tubbs thanks comm and I am going to send this to the rest of the users in segment two okay so again I all I did was just add a just created a message notification and to all the viewers in segment two will now be getting a more standardized version of the message and the people in segment one will be getting a personal treatment to reach back out to our premium support eaters so let's go ahead and run this code okay now that's the real crux of the message right we are able to achieve segmentation along with sending messages at scale how many of you actually receives a message showing reply back those of you who chose one okay there you go okay people are getting the messages awesome awesome so now that's how easy it is to integrate segmentation within your outbound text messages but again there's another element of how do you handle those responses back and forth with your users right that's a big part of your business as well so to talk more about how to handle those inbound messages I'm going to call upon Peter thank you forever so for those of you who have replied in essentially what we've done is we've taken what were one-way notifications and now we've turned them into two-way conversations so let's go real quick to the demo to see how it works there's a joke here you see that's IP messaging demo here at Twilio we like to change our product names about eight times before going back to the original name so it really is programmable chat that's the old name and so we like to see that all right somebody is texted in who is the person with the phone number nine nine seventy nine are you in the crowd last number nine nine seven nine no okay it seems that we might have to do a little refresh here with these live demos you can never be sure of the internet connection yeah let's get on the wired ship than that bear with us let me just swap over to here always be prepared right that's what just is and we'll see all right we have a ton more people who've texted in over here so let's see is there a person 0 5 1 1 are you in the crowd all right raise hand all right sir so you've texted in you've gotten to rate and I can reply quickly over here hi this is Peter with owl Bank I can help lock in your rate wait your hand if you get the response all right he's got a response so how did we do this we have essentially him on his cell phone fine gentlemen they're coordinating repeat demo and I'm behind a screen so why am i showing all this the reason is that 9 out of 10 consumers that Twilio survey globally want to communicate with businesses via some form of messaging via SMS or chat however only one in two businesses are prepared to take these messages into the system which side do you fall so I you've seen Twilio messaging the api's have been around for a while you could easily set up any sort of incoming message to forward to your cell phone as a business owner that sounds insane you're going to have thousands of text messages flying into your phone that's not a scalable way to conduct your daily business the scalable solution instead would be to connect Twilio SMS to Twilio chat and I'm going to walk over the flow real quickly about how that happens so first when you at the start of this session you texted in one all these messages went to our Twitter account which then made a post request allowed folio server and in there in that post request I did not respond to your messages what I did instead was that for every phone number in that came in I created a unique user for you in Twitter chat I created an unique channel and I place you into the channel alongside our browse which was the website that you saw so the browser user will be me as an agent and I'm the mortgage agent I'm able to take whatever chance to come in and handle them in a much better interface compared to just over a phone the next step after creating all that would be to use the WebSockets of chat so chat takes care about this automatically for you and it shows that the channel is created and there is a new chat on-screen when it comes back when I type in you see that this text box is in yellow not green because this is a chat message that goes back to Twilio Tullio makes a request to my server again hey there is a new chat would you like us to broadcast it anywhere else it's very simple for me to add a little bit of Twilio messaging code the one that you know and love from the past eight years and sent make the request back the toilet hey send rebroadcast this message as a text message and you can see that the box is reading green again to your cellphone that's exactly what happened with us now we'll hop back to another part of the demo real quick because we have the basics now what more could we do right this is a simple SMS the chat but can we leverage the power of technology to do more with less so now I know that Manavi likes to pretend that he speaks multiple languages so I'm going to ask him to help me out with this little demo and you are seven one two seven so the problem that we're trying to solve here is that in this global economy not everybody speaks English there's huge markets out there that do not speak English but all my agents I can only speak English right now so we'll see how I can help enough all right we go and you see that manam has texted in in Spanish and what I've done is I've connected a little bot powered by IBM Watson to look at any incoming text message and realize that if it is not in English to do a real-time translation - and you'll see that Watson says I need that rate today I didn't understand whatever that when I texted it but Watson has done the translation for me so I as an agent even though I'm monolingual I can leverage the power technologies to do a little bit more and so we can basically do whatever we want from here so let's take a look real quick at the flow and you'll see that the inbound text flow is still the same but with one extra API call to IBM Watson I can now leverage everything that Watson is powerful for natural language processing translation message sentiment and then Brock has that message in English to chat so we've kept this demo intentionally simple to show you that with just a few items you can build very powerful and engaging customer workflows but bear in mind is a huge add-on ecosystem than Twitter that you saw today is keen on all the various add-ons that we've added so things like message sentiment analysis natural language processing all of these can be integrated simply into your demos and we've made partnerships with all these companies so that it's we've wrapped yet API so you're not dealing with another company it's not a separate business arrangement you're not learning a new API everything's inside Twilio it shows up that the line item on your bill and the same Twilio api that you know and you love we can't wait to see what you built with messaging and so back onto human up folks peter approve on myself hear me can you hear me great so Peter Poobah myself the entire exfolia team are here at the Thalia booth should you have questions about messaging questions about different things that we we showed you today we can answer those for you and generally if you have want to learn more things about messaging whether it is you know sending both messages and in segmented messages with with notify or handing replies with chat or any other aspect of folio we have put together a recommended schedule for you these are all talks today and tomorrow that will talk about different aspects of messaging have a great time at signal and thanks for being here [Applause]

Channel: Twilio

Views: 29,651

Keywords: notifications, notification segmentation, channels, intelligence, twilio, signal, strategy, signal conference, signal 2017

Id: cQZoL6L0Cg4

Length: 23min 59sec (1439 seconds)

Published: Wed May 24 2017