Twilio SMS

Connecting Twilio SMS to chat with customers over SMS.
To connect with Twilio, you will need a Twilio account.
The Twilio Logo
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 Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel Press Add Channel and choose Twilio. Then select SMS on the second step.
Step 3: Sign in to Twilio Sign in with your user credentials at Twilio
Step 4: Locate the Account SID and Auth Token Locate both Account SID and Auth Token on the dashboard and add it to the corresponding fields at platform
Step 6: Select the Twilio phone number Once you added both Account SID and Auth Token, you will be able to select the Twilio phone number from the dropdown at platform
Step 7: Complete set up at Press DONE to complete set up
Once you completed the setup, any SMS sent to the Twilio phone number will now be received in your workspace.

Channel Configuration

Twilio SMS channel can be configured with a unique Channel Name.
Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Twilio SMS channel Once you have located the Twilio SMS channel, press Configure
Step 3: Make the necessary configuration You can configure the following:
  • Channel Name - Name used internally to identify the account
Important: As for the other details, take extra note while updating as it might fail to receive messages from the connected Twilio SMS account.
Step 4: Update the configuration Press Done to update the channel configuration


If you are 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 is 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 platform.
Having trouble with the channel? Contact us here!