Twilio SMS

Owned by SUPPORT
Nov 12, 2024
2 min read

CloudCX’s SMS integration makes it easy to handle SMS messages sent to your business alongside your other communication channels. The integration allows you to receive SMS messages from your customers and reply to them from inside the CloudCX Agent Panel. This means that you can provide quicker, more effective customer service over SMS than ever before.

Add a Twilio SMS Account

Prerequisites

To use Twilio SMS in the CX system, you need to create a Twilio account and buy a Twilio phone number that supports SMS.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Inbox > Channel > SMS.

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  1. Click on the “+” button and choose Twilio SMS from the drop-down list.

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  1. Enter the details in the Name, Twilio Account SID, Twilio Auth Token, and Twilio Phone Number SID. About how to get the Twilio Account SID, Twilio Auth Token and Twilio Phone Number SID, you can find more details fromTwilio SMS | Get Twilio Essential Credentials.

The”Name” is custom. Name is a unique identification ID for the Twilio SMS account in the system. Make sure it's easily recognizable for yourself and your team. This name will only be used internally.

  1. Click Save. The Twilio SMS account will be listed on the Inbox > Channels > SMS. Now, the system will be able to receive or send messages from or to the Twilio SMS account.

Get Twilio Essential Credentials

  1. Go to your Twilio account settings page.

  2. Copy the ACCOUNT SID and your AUTH TOKEN, then paste to the CX system.

  1. Go to your Twilio phone number settings page.

  2. Copy the PHONE NUMBER SID and paste to the CX system.