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SMS (Twilio)

SMS (Twilio)

How to add SMS channel to Creatio

When connecting an SMS channel via Twilio, it is important to use a number that supports two-way messaging. Only in this case will the conversation with the customer appear as a single chat. If the number does not support this format, each new message from the customer will be treated as a separate dialogue.

Follow the simple steps and you'll be up and running in no time:

1. Log in to Creatio by the user with the Beesender Chat Master license.

2. Go to the System Designer and open the Beesender Chat Configuration section.

3. On the Channels tab, click + and select SMS.

4. Enter a name for the channel (e.g., SMS) in the Channel name field.

5. Go to your Twilio account and log in.

6. Click on My first Twilio account. On the Account Info tab you'll see two fields:

  • Account SID

  • Auth Token

7. Copy the Account SID value from this page and paste it into the Twilio AccountSid field in Creatio.

8. Copy the Auth Token value from the Twilio page and paste it into the Twilio AuthToken field in Creatio.

9. Click View all numbers

10. Select the paid number you wish to connect that supports SMS.

11. Click on the selected number.

12. Copy the Webhook from the channel addition window in Creatio

13. Paste the copied Webhook into the A Message Comes In field in the 'Messaging Configuration' window.

14. Click Save Configuration.

15. Copy the phone number.

16. Navigate back to the Creatio channel addition window and paste the phone number into the field labeled Phone Number.

17. Enter the chat weight.

18. Click Add.

That's it! You have successfully added the SMS channel to Creatio using an Upgraded Twilio account.

Configuring Geographical Permissions for Your Twilio Phone Number

Initially, the paid phone number you've connected is set to only send messages within its registered region. If you need to send messages to different regions, you'll need to adjust the permissions settings.

Follow these step-by-step instructions to configure geographical permissions for the Twilio phone number you have connected:

  1. Log in to your Twilio account.

  2. Navigate to the left panel of your Twilio dashboard.

  3. Select the Messaging section.

  4. Inside the Messaging section, navigate to Settings.

  5. Next, open Geo Permissions.

  6. In the Geo Permissions section, you will see a list of all countries.

  7. Check the boxes next to the countries you plan to send messages to.

  8. Click Save Geo Permissions to save your settings.

Your Twilio phone number should now be configured to send messages to the selected countries.

Sending SMS Messages – Long Code and Alphanumeric Sender ID

1. Long Code Numbers

The ability to send SMS messages using long code numbers depends on the legislation of each specific country.
You can view the list of countries where long codes are supported or restricted here.

When selecting a long code number, make sure that:

  • The number is not marked as reply-enabled for local numbers only

    image-20250606-075553.png

  • Sending may be restricted or blocked in some countries even if the number is technically active

2. Short Codes and Alphanumeric Sender ID

If long code numbers cannot be used, an Alphanumeric Sender ID can be used — this is a letter-based identifier (e.g., CompanyName) that appears as the sender instead of a phone number.

Key points about Alphanumeric Sender ID:

  • Not supported in all countries (see Twilio documentation)

  • The client cannot reply to messages sent using an Alphanumeric Sender ID

  • It can be configured as a Default Sender ID, used automatically when:

    • a long number is not supported in the destination country

    • the long number is invalid

3. Recommendations for SMS Channel Setup

  • Take country-specific legal restrictions on long numbers into account

  • Use an Alphanumeric Sender ID as a fallback for countries where long codes are not supported

  • Select numbers that are not limited to receiving replies only from local users