SMS (Twilio)

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Overview

Enable customers to reach your AI agent via SMS text messages using Twilio’s messaging platform.

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Requirements

Before setting up SMS, you’ll need:

• Twilio Account: Active Twilio account with SMS capabilities
• Twilio Phone Number: A dedicated phone number for SMS
• Twilio Credentials:
  • Account SID
  • Auth Token

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Setup Instructions

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Step 1: Create the Channel

1. Navigate to Agents → Your Agent → Channels
2. Click “Create Channel”
3. Select “SMS (Twilio)” as the channel type

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Step 2: Configure Twilio Settings

Enter the following information:

• Phone Number: Your Twilio phone number in E.164 format (e.g., +14155552671)
• Display Name: Name shown to customers (optional)
• Twilio Account SID: Found in your Twilio console
• Twilio Auth Token: Found in your Twilio console

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Step 3: Save Configuration

Click “Save” to create the SMS channel.

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Phone Number Format

Phone numbers must be in E.164 format:

• Format: +[country code][number]
• US Example: +14155552671
• UK Example: +447911123456
• No spaces, dashes, or parentheses

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Configuration Options

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Getting Twilio Credentials

1. Log in to your Twilio Console
2. Find your Account SID and Auth Token on the dashboard
3. Navigate to Phone Numbers → Manage → Active Numbers
4. Select or purchase a phone number with SMS capabilities

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Managing the Channel

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Activate/Deactivate

Toggle the “Active” switch to enable or disable SMS without deleting the channel.

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Edit Settings

1. Navigate to Agents → Your Agent → Channels
2. Click the SMS channel
3. Update configuration (credentials, phone number, etc.)
4. Click “Save Changes”

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Delete Channel

1. Navigate to Agents → Your Agent → Channels
2. Click the SMS channel
3. Click “Delete Channel”
4. Confirm deletion

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Best Practices

1. Test Messages: Send test SMS before going live
2. Monitor Costs: Track Twilio usage to manage costs
3. Secure Credentials: Keep Account SID and Auth Token private
4. Rotate Tokens: Periodically regenerate Auth Tokens for security
5. Response Times: Ensure quick AI responses for SMS conversations
6. Character Limits: Be aware of SMS 160-character segments

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Troubleshooting

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Not Receiving Messages

• Verify phone number is in correct E.164 format
• Check Twilio credentials are correct and active
• Ensure Twilio webhook is configured properly
• Verify your Twilio account has sufficient balance
• Check Twilio debugger for webhook delivery errors

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Messages Not Sending

• Confirm Twilio account is in good standing
• Verify phone number has SMS capabilities enabled
• Check for Twilio service outages
• Review Twilio error logs for specific error codes

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Webhook Configuration Issues

• Ensure webhook URL is publicly accessible
• Verify webhook is set to POST method
• Check that SSL certificate is valid
• Test webhook using Twilio’s testing tools

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Cost Considerations

• Inbound SMS: Charged per message received
• Outbound SMS: Charged per message sent
• Phone Number: Monthly rental fee
• International: Higher rates for international numbers/messages

Refer to Twilio Pricing for current rates.

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Next Steps