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Connect a Twilio phone number and your agent will reply to inbound text messages. You provide your Twilio credentials, then point your number’s inbound webhook at ConvoTool.
The Twilio SMS connection screen in ConvoTool

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Before you start

You’ll need, from your Twilio Console:
  • Your Account SID (starts with AC, found under Account Info)
  • Your Auth Token (under Account Info)
  • A phone number you own in Twilio, in E.164 format (e.g. +15551234567)

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Connect Twilio SMS

1

Open the Connect page

Select your agent, click Connect in the sidebar, and find Twilio SMS in the Messaging section. Click Connect.
2

Enter your Twilio credentials

Paste your Account SID, Auth Token, and phone number. ConvoTool verifies the credentials with Twilio before saving and stores your Auth Token encrypted at rest.
3

Configure the inbound webhook in Twilio

After connecting, ConvoTool shows a webhook URL. In the Twilio Console:
  1. Open Phone Numbers → Active Numbers and click the number you connected.
  2. Under Messaging Configuration, set “A message comes in” to Webhook and paste the URL.
  3. Leave the method as HTTP POST and save.
Recipients can text STOP to unsubscribe at any time — ConvoTool handles opt-outs automatically.

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After connecting

The Twilio SMS card shows the connected phone number. The agent now replies to inbound SMS on that number.
Each Twilio number can be linked to one agent. If the number is already connected to another agent, ConvoTool prompts you to Replace and connect.
To stop the agent on SMS, click Disconnect on the Twilio SMS card and confirm.

Back to Messaging channels

See all channel options.