Twilio (SMS)

Twilio is a cloud communications platform that allows you to send and receive SMS text messages through web service APIs.

The Twilio Logo

For a detailed list of features against the other channels, you can take a look at the comparison table.

Setting Up Twilio

Connecting Twilio to SmartChat is easy, it will not take you more than 5 minutes. All you will need is:

Getting a Phone Number

All new accounts are created with $15 of free credit that you can use to buy phone numbers and test the platform.

The Twilio Dashboard

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.

Selecting the Phone Number

If you don't have a preference, you can click on the red "Choose this Number" button. However, if you would like to purchase a number from a different country or you just would like a different number from the one recommended, you can click on "Search for a different number".

You can select a number from any country available on Twilio. The only prerequisite for SmartChat integration to work is SMS capability. Bear in mind that Twilio does offer numbers without SMS functionality, those won't work.

Don't forget to add your credit card information to your Twilio Account before you make the SMS Channel public. The charge for each message will depend on your country.

Connecting to Twilio

To add a new channel to an existing Space, navigate to Settings Module and select the blue "Add Channel" button under Channel Settings.

Under the Channel Connection menu, select the Twilio logo and press the blue "Next" button.

Once you have done so, you should be asked for the Channel Name, Greeting Message, and Twilio Account SID and Twilio Auth Token.

Enter a suitable name for the new channel. Note that the Channel Name is private and will only be used within the Platform.

You may enter an optional Greeting Message. This will be shown when a new member of your audience first contacts you.

Account SID and Auth Token

Back on the Twilio Dashboard, you should be able to easily spot the Account SID and Auth Token fields.

Account SID and Auth Token on Twilio

Copy the Account SID paste it into its respective field on the Platform. For the Auth Token, you will have to press the "Show" to reveal it first. Then copy and paste it into the Platform as well.

Connecting to Twilio

Phone Number

Once you have entered Account SID and Auth Token fields on the Platform, press the blue "Get Phone Number" button. Select your Twilio phone number from the dropdown menu.

Note that If you own more than one number on Twilio you can choose which one you want to connect to here.

Once you have filled in the required fields, go ahead and press the blue "Done" button to create the Space.

All future SMS messages sent to that phone number will appear on the platform.


If you have followed the instruction for connecting SmartChat to your Twilio account and you are still not able to receive messages to your SmartChat Space, we recommend you to check the Twilio Webhook Configuration for the selected Phone Number.

Select the "# Phone Numbers" tab on the main menu

Look for the phone number you want to connect in the table (if you are new to Twilio you will only see one number), and click on it to the see the Webhook details.

Make sure that the following webhook appears under "A MESSAGE COMES IN":

SmartChat will be default add the correct webhook to your phone number configuration when it is 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 your Space.