> ## Documentation Index
> Fetch the complete documentation index at: https://docs.supportunicorn.com/llms.txt
> Use this file to discover all available pages before exploring further.
# SMS (Twilio)
> Enable SMS text message support via Twilio
## Overview
Enable customers to reach your AI agent via SMS text messages using Twilio's messaging platform.
## 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
## Setup Instructions
### Step 1: Create the Channel
1. Navigate to **Agents** → **Your Agent** → **Channels**
2. Click **"Create Channel"**
3. Select **"SMS (Twilio)"** as the channel type
### 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
### Step 3: Save Configuration
Click **"Save"** to create the SMS channel.
## 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
## Configuration Options
| Option | Description | Required |
| ------------------ | ---------------------------------- | -------- |
| Phone Number | Twilio phone number (E.164 format) | Yes |
| Display Name | Name shown to customers | No |
| Twilio Account SID | Your Twilio Account SID | Yes |
| Twilio Auth Token | Your Twilio Auth Token | Yes |
## Getting Twilio Credentials
1. Log in to your [Twilio Console](https://console.twilio.com/)
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
Detailed Twilio setup and webhook configuration
## Managing the Channel
### Activate/Deactivate
Toggle the **"Active"** switch to enable or disable SMS without deleting the channel.
### 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"**
### Delete Channel
1. Navigate to **Agents** → **Your Agent** → **Channels**
2. Click the SMS channel
3. Click **"Delete Channel"**
4. Confirm deletion
## 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
## Troubleshooting
### 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
### 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
### 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
## 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](https://www.twilio.com/sms/pricing) for current rates.
## Next Steps
Complete Twilio setup and webhook configuration
Add WhatsApp messaging support