Twilio SMS Quick Start

Connecting Twilio SMS to chat with customers over SMS.

with Twilio, you will need a Twilio account.

Twilio is a cloud communications platform that allows you to send and receive SMS text messages through web service APIs.

This Twilio integration lets you respond to SMS messages directly from our platform.

Setting Up Twilio

Step 1: Sign in to your Twilio account Sign in with your user credentials. If you don't have a Twilio account, sign up for a free account with $15 credit.

Step 2: Get a phone number Head over to the Twilio Dashboard and press the red Get a Trial Number button. Twilio will recommend a phone number based on your location.

Step 3: Choose a phone number Select a phone number that you prefer and best suit your company needs. You can select a number from any country available on Twilio.

Be sure to select a phone number that supports SMS capability as it is required for this connection to work.

Don't forget to add your credit card information to your Twilio Account before you make the SMS Channel public. The charges for each message will depend on your country.

Connecting Twilio (SMS)

Step 1: Navigate to Workspace Settings > Click Add Channel

Step 2: Locate the Twilio SMS Channel > Click Connect

Step 3: Sign in with your user credentials at Twilio

Step 4: Locate the Account SID and Auth Token on the dashboard and add them to the corresponding fields on the IS-Messenger platform.

Step 5:Select the Twilio phone number on the IS-Messenger platform.

Step 6: Click Save Changes to complete the setup in IS-Messenger.

Once you completed the setup, any SMS sent to the Twilio phone number will now be received in your space.

Channel Configuration

Twilio SMS channel can be configured with a unique Channel Name.

Step 1: Navigate to Workspace Settings > Click Channels.

Step 2: Locate the Twilio WhatsApp Channel > Click Manage > Configuration.

Step 3: Configure the Channel name, which is used internally to identify the account.

Ensure all your details are entered correctly as errors may cause failure to receive messages from the connected Twilio SMS account.

Step 4: Click Save Changes to update the Channel configuration.

FAQ and Troubleshooting

If you're unable to receive messages after following the instructions above, we recommend you to check the Twilio Webhook Configuration for the selected Phone Number.

Step 1: Sign in to Twilio

Sign in with your user credentials at Twilio.

Step 2: View Phone Numbers Settings

From the side navigation menu, view all Products and Services and select Phone Numbers.

Step 3: Select on the phone number

From the list of phone numbers, choose the phone number you would like to troubleshoot.

Step 4: Check the webhook details

Navigate to the Messaging section and check the webhook details.

Make sure that the following webhook appears under A MESSAGE COMES IN field

By default we add the correct webhook to your phone number configuration when it's connected for the first time; however if you have previously installed other tools to that number, this might cause the wrong webhook to be stored on that field, preventing messages from being passed to IS-Messenger platform.

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