SMS (Twilio)

Use your own Twilio number as a channel: customers text it and the agent answers from the same number.

Before you start

• A Twilio account with a number that can receive SMS — or a Messaging Service.
• The Account SID and Auth Token from the home page of the Twilio console.

Connect

1. Go to Settings → Channels and choose Twilio number.
2. Paste the Account SID (starts with AC) and the Auth Token.
3. Optional: add an API key SID (starts with SK) and its API key secret. An API key is safer for sending, because you can delete it on its own. The Auth Token is still needed: Twilio signs every incoming message with it.
4. Choose the sender — Phone number in international form (like +905551112233) or Messaging Service (SID starts with MG) — and click Connect.
5. Give the number to an agent from Agents, or when you set one up.

We check the keys with Twilio and confirm the number is in your account before saving. For a phone number, we also point its incoming SMS at Fluxy for you.

Messaging Service

A Messaging Service takes its webhook by hand. After connecting, the console shows an address: in Twilio open the service, then Integration → Send a webhook, and paste it as the Request URL.

Good to know

• The number’s SMS can only go to one place. If it already sends its SMS somewhere else, the console shows where it goes now (only the site’s host name) and asks you to Replace and connect.
• STOP replies are handled by Twilio. Numbers that text STOP get no more messages, and the agent does not see the STOP message.
• Photos (MMS) are not opened; the agent is only told the customer sent an image.
• Trial accounts only send to numbers verified in Twilio.
• Disconnecting puts back the SMS address the number had before, if nobody changed it in the meantime. The Auth Token stays valid; change it in Twilio if you want to cancel it.

If something goes wrong

What you see	What it means
The Account SID starts with AC and has 34 characters.	Copy the Account SID again from the Twilio console.
That number is not in this Twilio account.	The number belongs to another account, or has a typo.
That number cannot receive SMS in Twilio.	Pick a number with SMS capability.
This Twilio account is suspended or closed, so it cannot send.	Reactivate the account in Twilio.
This number is already connected to another workspace.	Disconnect it there first.