Setting up Twilio for SMS text messaging

Important update: We will be removing Zendesk Connect on October 31, 2021. In order to continue using proactive messaging, you’ll need to partner with another provider that offers similar functionality. See Removal of Zendesk Connect for details.

Twilio is one of the SMS text messaging providers compatible with Connect.

Note: The functionality described below is provided by a third party and is classified as a Third Party Platform under the Connect Subscription Service Agreement. By accessing or using the Third Party Platform, You acknowledge and agree that Connect is not responsible for the operation, functionality or security of Third Party Platforms and your use of Third Party Platforms will be subject to the Third Party Platform terms of service.

To set up Twilio as an SMS provider

1. Locate your Twilio Account SID and AUTH Token. You can find these credentials if you visit https://www.twilio.com/user/account/voice-sms-mms and click on the Show API Credentials link:

   

2. Next, in Connect, go to Settings > Providers and click Add new provider.
3. Select the option for Voice & SMS, make sure the provider field is set to Twilio and then paste in your Account SID and AUTH token..

   For additional details on Twilio's AUTH tokens, you can visit their article here. You're now set up to send text message campaigns!

Multiple Twilio credentials

Connect now has the ability to accept multiple API credentials. When adding or editing your Twilio provider, there is a link to add more credentials in the bottom right corner:

You're done! Now what?

1. Build your first Trigger-Based Campaign.
2. Setup APNS (Apple) or FCM (Android) Push Notifications.