# "How to Connect Twilio Messaging Service to On-Chat"

> "On-Chat integrates with Twilio Messaging Service so your team can manage SMS at scale using Twilio's intelligent number pooling and routing capabilities."

URL: https://on-chat.live/guides/how-to-connect-twilio-messaging-service-to-on-chat/
Last updated: 2026-11-14

## Introduction
Twilio Messaging Service is an advanced SMS solution that provides number pooling, sticky sender, geomatch, and smart encoding features for businesses sending SMS at scale. Unlike a single phone number, a Messaging Service automatically selects the best number for each message, improving deliverability and throughput.

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## Prerequisites
- An active Twilio account with a Messaging Service created
- Twilio Account SID and Auth Token
- On-Chat account with admin access
- At least one SMS-capable phone number added to your Messaging Service
- Messaging Service SID (starts with MG)

## Step 1: Create a Twilio Messaging Service
In the Twilio Console, navigate to **Messaging** → **Services** and click **Create Messaging Service**. Give it a name and select **Mixed** as the use case. This creates a sender pool that On-Chat will use to send outbound SMS messages.

## Step 2: Add Phone Numbers to the Messaging Service
In your Messaging Service settings, go to **Sender Pool** and click **Add Senders**. Add your Twilio phone numbers to the pool. For high-volume SMS, Twilio will automatically distribute messages across all numbers in the pool.

## Step 3: Get Your Messaging Service SID
In the Twilio Console, go to your Messaging Service settings. Copy the **Messaging Service SID** (it starts with MG). You'll also need your Account SID and Auth Token from the main account settings page.

## Step 4: Configure Messaging Service in On-Chat
In On-Chat, go to **Settings** → **Inboxes** → **New Inbox** → **SMS** and select **Twilio**. Enter your Account SID, Auth Token, and use your Messaging Service SID instead of a single phone number. This enables pooled sending.

## Step 5: Set Up Inbound Webhook
In your Twilio Messaging Service settings, under **Integration**, set the **Incoming Messages** webhook URL to your On-Chat SMS webhook endpoint. All inbound replies will be routed through this webhook to your On-Chat inbox.

## Step 6: Test Messaging Service Integration
Send a test SMS from On-Chat to a mobile phone. Verify the message is sent from one of the numbers in your sender pool. Reply to that message and confirm it arrives in your On-Chat inbox. Check Twilio Console logs for delivery confirmation.

## Best Practices
- Add multiple phone numbers to the Messaging Service pool for redundancy and throughput
- Enable the Sticky Sender feature to ensure replies always come from the same number for each contact
- Monitor the Messaging Service's error logs in Twilio Console regularly
- Use Geomatch to automatically use a local number matching the recipient's area code

## Keep reading

- [How to Build a WhatsApp Chatbot Without Code](https://on-chat.live/guides/how-to-build-a-whatsapp-chatbot/): A step-by-step tutorial for building a dynamic WhatsApp chatbot in a visual flow builder, from your first message to live data and agent handoff.
- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.
- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.