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How to create a SMS channel with Twilio?

Step 1. Go to "Settings" page by clicking the settings icon in the left sidebar.

dashboard

Step 2. Select "Inboxes" from left side panel and Click on "Add Inbox" button.

inbox_settings

Step 3. Click on the SMS Icon.

inbox_settings

Step 4. Select Twilio as the provider option and Configure the inbox.

These are the inputs required to create this channel:

InputDescriptionWhere can I find it
Channel NameThis is the name inbox, this will be used across the application.N/A
Phone NumberThis is the number you will be using to communicate with your customer. This has to be verified in Twilio.Enter your number as in the Twilio Dashboard
Account SIDAccount SID in Twilio ConsoleLogin to Twilio Console. Here, you would be able to see the Account SID and the Auth Token
Auth TokenAuth token for the accountLogin to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token

Click Create Twilio Channel after filling in the information.

create_twilio

Step 5. "Add agents" to your inbox.

add_agents

Step 6. Hooray! You have successfully created a whatsapp/sms inbox.

finish_inbox

You will start receiving the messages in the dashboard whenever a customer sends you one.

Step 7. If you want to update the agents who have access to the inbox, you can go to Settings > Inboxes.

inbox_settings

Configuring Chatwoot with Twilio Studio

If you are using twilio studio for a custom conversation flow, Updating the webhook url directly will break your exising Integration.

For such cases you can follow the given steps.

  1. Identify the step in your flow where you want the agent handoff to happen.
  2. Add a make http request widget as shown below with the give values

twilio_studio

REQUEST METHOD : POST

REQUEST URL: https://app.chatwoot.com/twilio/callback

CONTENT TYPE: Application/JSON

REQUEST BODY: {{trigger.message | to_json }} ( make changes as required based on your flow variables)

HTTP request widget will forward the message body to Chatwoot. This will create a conversation in Chatwoot from where the agent can reply.

  1. Make sure that your flow can handle the user reponses to Agent Replies.