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Twilio SMS Quick Start

Joshua Lim Updated by Joshua Lim

To connect with Twilio, you will need a Twilio account.
twilio sms 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 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.

Setting Up Twilio

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.

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)

Watch the video below for a step-by-step guide on How to Connect Twilio SMS Number to respond.io.

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.

Locate the Account SID and Auth Token on twilio 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.

Once you've 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 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

Why am I unable to receive messages?

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.

Twilio Dashboard

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 https://app.respond.io/twilio/webhook

twilio dashboard phone numbers page

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.

Why do my SMS recipients see a Sender ID or short code instead of my phone number?

This happens because the Sender ID might change when you send messages from a Twilio number that isn't local to your recipients.

For example, if you're using a US Twilio number to send SMS to Polish mobile users, the recipient may see a Sender ID or a short code instead of your phone number. This is often done to comply with local regulations or to ensure the highest possible delivery rate for your messages.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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