What is respond.io?
Setting Up an Account
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
Dashboard & Reporting
Assignment and Closing a Conversation
Interacting with Respond AI
Using AI Assist
Workflow Steps Overview
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Trigger Another Workflow
Step: Date & Time
Step: HTTP Request
Step: Add Google Sheets Row
Step: Respond with AI
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Handling Inbound Conversations
Create Automated Welcome and Away Messages
Get Contacts’ Consent for Personal Data Collection
Create Automated Chat Menus
Collect Contacts’ Emails and Phone Numbers
Route Contacts by Shifts
Route Contacts by Team Functions
Route New & Returning Contacts
Route VIP Contacts
Assignment Strategy: Automatic Contact Distribution & Load Balancing
Assignment Strategy: Unassign Agents after Conversations Closed
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Make (formerly Integromat)
We love to hear from you!
Table of Contents
Updated by JQ Lee
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 a $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 suits your company's needs. You can select a number from any country available on Twilio.
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 respond.io platform.
Step 6: Select the Twilio phone number on the respond.io platform.
Step 7: Click Save Changes to complete the setup in respond.io.
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.
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 respond.io platform.
Feeling stuck? Do not fear.Need assistance? Contact us for support. Help is here!
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