Twilio SMS

SMS from your own Twilio number: artwork approval texts, ready-for-pickup messages, dispatch notifications.

Connecting

Insight, then Integrations, then the Twilio (SMS) card.

Field	Where to find it
Account SID	Twilio console dashboard
Auth token	Twilio console dashboard
From number	Your Twilio number in E.164 format, for example +61412345678

E.164 means the plus and the country code. 0412 345 678 will not work.

Plan gate

SMS needs Starter or above. On Free, SMS templates do not send.

Inbound STOP and START

Point your Twilio number's inbound webhook at /webhooks/twilio/inbound on your workspace host.

Keyword	Effect
STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT	Opts the sender's number out. Every contact with that number is flagged
START, UNSTOP, YES	Opts them back in

The tenant is resolved from the receiving number, and the request is verified against that tenant's own auth token. An unknown number or a bad signature is rejected with no side effects, which is what you want on an unauthenticated endpoint.

Twilio sends its own carrier-mandated STOP confirmation for the default keywords, so the customer gets a confirmation without you sending a second message.

Which messages go by SMS

By default only the dispatch SMS. Add more sparingly: an SMS costs money and interrupts someone, so it should carry information they need now.

Good candidates: ready for pickup, and an approval nudge for a customer who is not answering email. Bad candidates: anything they can read later.

Cost control

• Keep messages short. A long SMS is billed as several segments. The dispatch SMS is usually your highest-volume message, so every character in it multiplies.
• Do not put URLs in unless they are needed. Links lengthen a message and can trip carrier filtering.
• Check the SMS sent counter on the billing page monthly.

Troubleshooting

Symptom	Check
No SMS at all	Plan allows SMS, credentials verified, the template is active
Sends fail for some numbers	Number format. Contacts need country codes
A customer stopped receiving	They may have texted STOP. Check their contact's SMS opt-out
Inbound STOP not working	The Twilio number's inbound webhook is not pointed at the endpoint