Connecting Twilio

Integrations Hub

Receive and reply to sms right from your Text inbox with Twilio integration.

Connect your Twilio numbers to Text and handle sms like any other conversation. Your team can read, assign, and reply to messages directly from the inbox — no tab switching.

What do you need to get started?

 

You will need a Twilio account and at least one phone number added to your account that can accept SMS messages. With both, you’ll be able to receive and reply to text messages.

Set up Twilio

 

In Text App, go to Settings > Twilio SMS.

Provide Twilio’s Account SID and Auth token.

 

Text app Twilio SMS integration settings page with fields for Account SID and Auth Token, allowing users to connect Twilio and route SMS messages into the inbox. The interface includes a left sidebar with communication channels such as Website widget, Email, Messenger, Twilio SMS, and Chat page, plus a preview illustration of SMS conversations appearing in the inbox.

 

 

Your Account SID and Auth token are available in the Account Info section of your Twilio account.

 

Twilio account information panel displaying Account SID, Auth Token, and Twilio phone number fields with copy controls. The screen includes security guidance for storing tokens safely, trial account messaging limitations, and links to account settings and API keys for SMS integration setup in the Text app.

 

Once connected, your Twilio numbers will automatically load into the Text. Click Connect next to the phone numbers from which you want to start receiving messages.

 

Text app Twilio SMS settings page showing a list of phone numbers with connection statuses and Connect action buttons. A tooltip explains how to connect phone numbers to send and receive SMS messages directly in the inbox. The interface includes a sidebar with communication channels such as Website widget, Email, Messenger, Twilio SMS, and Chat page.

 

 

If no phone numbers are added in Twilio, go to your Twilio Console and add one first.

 

Twilio messages in Text

 

SMS messages from customers will appear like any other chat, marked with the Twilio icon and the customer’s phone number instead of their name.

 

Text app inbox interface displaying a Twilio SMS customer conversation. The layout includes chat categories and queues in the left sidebar, a list of SMS conversations in the center panel, an active customer support chat in the main view, and customer details with chat information in the right sidebar. The interface supports managing, assigning, and replying to SMS conversations directly within the inbox.

 

Your team can manage the conversation like any other channel, using text, emojis, canned responses, and more. There is a 1,600-character limit for your Twilio messages.

 

Disconnecting a Twilio number

 

You can disconnect a Twilio number to stop receiving messages from it in Text. The number will remain on your list, and you can reconnect to it at any time.

 

Text app Twilio SMS settings page showing connected and disconnected phone numbers with status indicators and actions to Connect or Disconnect. The interface includes a sidebar for communication channel settings, with Twilio SMS enabled, allowing teams to manage SMS integrations directly from the platform.

 

 

To disconnect a number, go to Settings > Twilio SMS, hover over the number you want to disconnect, and click the unlink icon.

 

Text app Twilio SMS settings page displaying a confirmation modal to disconnect a phone number from the platform. The dialog warns that SMS messages from customers will no longer be handled and provides Cancel and Disconnect action buttons, while the Twilio SMS integration dashboard remains visible in the background.

 

To reconnect a number, click Connect next to it.

 

Twilio tips and guidelines

 

Registering a new number

Searching for the number

Go to your Twilio Console and find Phone Numbers in the left bar under the Develop section. 

Click on Manage and then Buy a Number. 

Enter the criteria for the phone number you need. You can also try Advanced options for the desired phone number type (local, mobile, toll-free), address requirements, whether you want it to handle Emergency Calling, and whether you want it to allow beta number results. 

Click Search to find the number.

 

Buying the number

Search results will be displayed, including the phone number, location, type, capabilities, and price. 

Click Buy to purchase a phone number for your current project or sub-account.

To display additional number options, click Refresh results at the bottom of the page.

 

 

Many countries require identity documentation for phone number compliance. After clicking Buy in the Console, you’ll need to add the required documentation. For details on the affected countries and number types, visit the Phone Number Regulations page.