What Twilio Does

Twilio allows Pipeline to send customer messages by SMS. It can also receive replies by webhook so conversations can be logged back into Pipeline.

Before You Start

You need:

  • A Twilio account
  • A Twilio phone number or Messaging Service
  • SMS permissions for the countries you send to
  • Permission to manage apps in Pipeline

Create a Messaging Service

  1. Log in to Twilio
  2. Open Messaging
  3. Create a Messaging Service
  4. Add your SMS sender number
  5. Copy the Messaging Service SID

Add Twilio to Pipeline

  1. Open Pipeline and go to Settings
  2. Select Apps
  3. Open the Twilio settings
  4. Enter the Account SID
  5. Enter the Auth Token
  6. Enter the Messaging Service SID or sender number
  7. Save the settings

Set Up Replies

To receive customer replies in Pipeline, configure Twilio's incoming message webhook to the inbound messaging URL shown in Pipeline. Use POST unless your Pipeline setup specifically says otherwise.

Troubleshooting

  • If SMS does not send, check the number format includes the country code
  • If trial messages fail, check the recipient is verified in Twilio
  • If replies do not appear in Pipeline, check the incoming webhook URL and method