"getting-started"
"How to Connect Twilio SMS to On-Chat"
"Connect Twilio SMS to On-Chat and manage SMS conversations from customers worldwide in a shared team inbox."
Introduction
Twilio is the world's leading cloud communications platform used by over 10 million developers and businesses globally. With Twilio SMS integrated into On-Chat, your support team can send and receive SMS messages, manage two-way conversations, and automate SMS workflows — all from a single inbox.
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Prerequisites
- An active Twilio account with a purchased phone number
- Twilio Account SID and Auth Token (from Twilio Console)
- On-Chat account with admin access
- Twilio phone number with SMS capability enabled
- Webhook configuration access in Twilio Console
Step 1: Get Your Twilio Credentials
Log in to console.twilio.com and navigate to Account → API Keys & Tokens. Copy your Account SID and Auth Token. These credentials authenticate On-Chat's connection to your Twilio account for sending and receiving SMS.
Step 2: Purchase or Use an Existing Twilio Phone Number
In the Twilio Console, go to Phone Numbers → Manage → Active Numbers. Use an existing SMS-capable number or purchase a new one. Note the full E.164 formatted number (e.g., +12025551234) as you'll need it in On-Chat.
Step 3: Create an SMS Inbox in On-Chat
In your On-Chat dashboard, go to Settings → Inboxes → New Inbox and select SMS. Choose Twilio as your provider. Enter your Account SID, Auth Token, and Twilio phone number. Click Save to generate your On-Chat webhook URL.
Step 4: Configure Twilio Webhook
In the Twilio Console, go to your phone number's configuration page. Under Messaging, set the A MESSAGE COMES IN webhook to your On-Chat SMS webhook URL (displayed after saving the inbox). Select HTTP POST as the method.
Step 5: Assign Agents to Your Twilio SMS Inbox
In On-Chat, navigate to Settings → Inboxes → select your Twilio inbox → Collaborators. Add the support agents who will handle SMS conversations. Configure automation rules for auto-assignment based on availability.
Step 6: Send and Receive Test SMS
Send an SMS to your Twilio number from a mobile phone. The message should appear in your On-Chat inbox within seconds. Reply from On-Chat and confirm delivery back to the sender. Check the Twilio Console logs to verify the message flow.
Best Practices
- Use Twilio's opt-out keywords (STOP, UNSUBSCRIBE) and honor them automatically
- Keep SMS messages concise and under 160 characters when possible
- Use On-Chat's canned responses for quick SMS replies to common questions
- Monitor Twilio SMS costs and delivery rates in On-Chat and Twilio dashboards