SMS Channel - SMS - Adding Twilio SMS to Web1on1

Easily add and manage SMS numbers to expand the reach of your brand

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For brands, creating a presence on the channels used by their consumers is key to building connections and creating prospects. Our self-serve on-boarding process for the SMS means brands can quickly and easily add this channel to their operations.

Step 1: Get an SMS number from Twilio

IMPORTANT: If you intend to use SMS to send images to your customers, you must make sure that the number you buy from Twilio is MMS-enabled. Note that the MMS feature depends on the guidelines for each country in the world. For UK the MMS will be converted to SMS with media URL included, as no MMS is available. You can get any number from the console filtered by its MMS capability, while taking into account the MMS guidelines for the countries you want to point your messages. 

Create your own Twilio account here, then follow the below steps to get a number:

  1. Fill in your credentials to get started with a Twilio trial account (you can also use an existing account if you have one).

  2. Click Get a Trial Number and follow the instructions on-screen.

  3. Make sure to note your Account SID and Auth Token from this page, as you will need them later in the process.

  4. Configure the request URL by navigating to the following page:

  5. Add your location to the number by clicking on the blue hyperlinked phone number you have just signed up for, and add the relevant link for your location with your account number populated, as below, under the “Messaging” section in Twilio as your webhook. So, for example, if you're based in the US, you would populate the “North America accounts” link with your account number and copy paste it into Twilio.

Step 2: Connect Twilio to Web1on1

In Web1on1, on the Channels Tab (which you can access from the left sidebar), click on the Twillio SMS Integration.


From the default Channels page, click on the Twilio SMS line, and then enter the following details from your Twilio account (which you copy-pasted earlier):

  • Twillio Account SID

  • Twillio Authorization Token

  • SID for phone number

    Click Save.

Step 3: Test your integration

To test your Twilio integration, simply send an SMS to the number which you configured above and see if it shows up in Web1on1. If it does, and you are able to reply to it as an agent, the setup was successful. If not, please contact your Web1on1 Account Manager for more assistance.


Need help?  Contact our Support Team via our Help Center Chatbot