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SMS uses an organization Twilio number. Customers text that number; threads appear in the chat inbox.

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Prerequisites

  • Twilio numbers already added at the organization (the same numbers can be used for voice)
  • Permission to create channels

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Connect

1

Open Channels

In the project sidebar, select Channels. Select SMS.
2

Choose Twilio number

On Choose Twilio number, select the number customers will text. One number per SMS channel.
3

Finish

Complete the wizard until you see SMS Channel Connected!
If the product cannot set the Twilio Messaging webhook automatically, copy this channel’s webhook URL and paste it on the number in Twilio (Messaging webhook).

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Verify

Text the number from a mobile phone. The message appears in Conversations.

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Use it

Inbound SMS uses the chat workflow and tools you attach in channel settings. Replies go back out as SMS on the same Twilio number.

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Limits

  • Identifier is the E.164 number (starts with +).
  • If the number list is empty, add a Twilio number in organization phone settings first.

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Troubleshooting

Buy or attach a Twilio number on the organization, then reopen Choose Twilio number.
Confirm the Messaging webhook on that Twilio number points at this channel’s webhook URL, and that the channel is enabled.