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Table of Contents
Twilio SMS
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 Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Add Channel
Click 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 them to the corresponding fields on the respond.io platform.

Step 6: Select the Twilio phone number
Once you've added both Account SID and Auth Token, you will be able to select the Twilio phone number from the dropdown on the respond.io platform.
Step 7: Complete setup at respond.io
Click Done to complete setup.
Channel Configuration
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Locate the Twilio SMS channel
Once you've located the Twilio SMS channel, click Configure.
Step 3: Make the necessary configuration
You can configure the following:
- Channel Name - Name used internally to identify the account.
Step 4: Update the configuration
Click Done to update the channel configuration.
Metadata Received by Channel
Different channels provide different sets of Contact's metadata to respond.io platform. Here’s the list of Contact's data you’ll be able to obtain from this channel:
- Phone number
- City
- State
- Postal code
- Country
Broadcast Capabilities
Twilio SMS has no restrictions on the content or number of messages businesses can send in a broadcast. Broadcast messages will be charged at the usual per-message rate.
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 https://app.respond.io/twilio/webhook

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.
Help is here!SMS Overview
MessageBird SMS
Related Articles
Troubleshooting a Failed Broadcast
Learn about the reasons broadcasts may fail to be sent and how to resend broadcasts to Contacts who did not receive them.
Channels Overview
Get an overview of all supported channels on respond.io.
Twilio WhatsApp
Connect a Twilio WhatsApp API account to chat with customers over Whatsapp.