In this article, you will learn how to create the necessary Twilio account, set up and connect the SMS by Twilio feature to RemOnline.
What is Twilio?
Twilio is a communication API platform that allows developers and businesses to easily integrate communication tools such as telephony, SMS, chats, and video into their apps and websites. With Twilio, you can send text messages, make phone calls, set up automated responses, and more. Twilio will help us integrate SMS into RemOnline.
Create a Twilio account
Before you get started with this guide, you'll need:
An upgraded Twilio Account. If you are new to Twilio, create a free account and upgrade it by linking a payment method. For more information on how to upgrade to a paid plan, see Upgrading to a paid Twilio Account in the article How to upgrade your account and buy numbers in Twilio
Twilio phone number. You can learn how to buy a Twilio phone number in the article How to upgrade your account and buy numbers in Twilio in the section How to buy a Twilio number?
The next step is to create a Messaging Service.
Create a Messaging Service
To create a Messaging Service, go to Messaging > Services and click Create Messaging Service.
Step 1. Specify the name and purpose of the service
Messaging Service friendly name - come up with a name for your Messaging Service (e.g. Order Chats)
Please note: this name will only be displayed in Twilio. When your customers receive a message, they will only see the sender phone number.
Select what you want to use Messaging for - choose the goal that best suits your chats.
Click Create Messaging Service.
Step 2. Add the number
Click Add senders, select Phone number and choose the number for which you want to enable Messenger Service. You can further customize the selected number.
Sticky Sender - ensures consistency for message recipients by selecting the same From phone number you previously used in conversation with a given customer.
Area Code Geomatch - Use local phone numbers with area codes that match or overlay your recipient's phone number when sending messages to the US and Canada.
These features are enabled by default. To turn them off, click on the toggle switch.
You can also add more numbers if you did not select several numbers in the previous step by clicking the Add Senders button, or delete an already added number by clicking Remove next to it.
Select the numbers you want to set up and click Step 3. Set up integration.
Step 3. Set up webhooks
On this step, you need to set up webhooks to automate processes and synchronize data between your Twilio and RemOnline accounts.
Select the Send a webhook option and paste the necessary links in the following fields:
In the Request URL and Fallback URL fields – same link:
In the Callback URL field:
The HTTP Post option should be enabled next to the Request URL and Fallback URL fields.
We recommend leaving the default value of 14400 in the Validity period field. Validity Period refers to the number of seconds for which messages sent from your Messaging Service will remain in Twilio's platform. If the time taken to send the message exceeds the Validity Period, Twilio fails the message and sends a request to your status callback URL to notify your application of the failure.
To continue, click Step 4: Add compliance info.
Step 4. Add compliance information
Important: this step is only required if you are using a US number.
This can be done by registering for the A2P 10DLC (10-digit code) in the United States.
This is a system in the United States that allows businesses to send app-to-person (A2P) messages using 10-digit phone numbers (10DLC). Registering for A2P 10DLC through Twilio involves several steps:
setting up your account;
registering your brand;
registering your use cases;
registering your phone numbers.
Filling out the form takes a few minutes if you have prepared all the necessary information.
Final approval of your registration takes 1-2 weeks. You can use the Twilio Console to check your US A2P 10DLC registration status.
You can finalize the creation and configuration of the Messaging Service before your A2P 10DLC registration is approved. This will allow you to have your system ready for full operation as soon as your registration is complete. Use this time to test and configure all the necessary components to ensure that your service is up and running smoothly.
Please note that until your registration is complete, there may be restrictions on the number and frequency of messages you can send, and sending large volumes of messages before your registration is complete may result in your messages being blocked or lowered in priority.
You can learn more about the A2P 10DLC registration process here.
So, to complete the creation of the Messaging Service, click Complete Messaging Service Setup.
You're done! The last step is to connect to RemOnline, after which you will be able to use SMS to communicate with your customers.
Connect to RemOnline
To connect an SMS by Twilio number to RemOnline:
1. On the Twilio dashboard, go to the Account Info section. Here you'll find the Account SID and Auth Token you need to connect to RemOnline chats. Copy this information.
2. Then go to Messaging > Services and find the Messaging Service you created. Copy its Sid.
3. In RemOnline, go to Settings > Chats and click + Channel. Select the SMS by Twilio resource.
4. Fill in all the fields:
Channel name - come up with a name for your SMS channel that you will use to communicate with customers.
Account SID - paste the Account SID code copied from your Twilio account.
Important: if a channel with an identical Account SID is already connected by another company, the system does not allow you to connect a new channel with the Account SID in RemOnline. To fix this, you need to delete the existing integration in another company and then add a channel with this Account SID to RemOnline.
Auth Token - paste the Auth Token code copied from your Twilio account here.
Phone number - enter the phone number that you have registered with Twilio and will use to communicate with customers.
Please note: you can connect only one channel per number. That is, if you already have a WhatsApp channel connected to the same number, you will not be able to create an SMS channel.
Messaging Service Sid - here you need to paste the Messaging Service Sid code copied from the Messaging Service page.
5. Configure the Access to channel:
All - all employees of the company will have access to the Chat settings, provided that such access is allowed by the system;
Selected - only selected employees will have access to the Chat settings, provided that they are authorized by the system;
Owner - only the company owner will have access to the settings.
To change the settings for employees' access to Chat and Chat settings, go to Settings > Employees > Roles and edit the necessary settings.
6. Click Create.
You're done! Now you can chat with customers using SMS directly in RemOnline. Learn more about how chats work here.