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Overview

Twilio SMS integration allows your Callers text campaigns to send and receive text messages through Twilio’s messaging platform. This enables your AI agents to conduct intelligent, script-driven conversations over SMS with your contacts.
If you already have Twilio connected for voice campaigns, you can use the same account for text campaigns. You may need to enable messaging capabilities on your phone numbers.

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Prerequisites

  • A Twilio account
  • A Twilio phone number with SMS capabilities enabled
  • Your Twilio Account SID and Auth Token

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Step 1: Create or Verify Your Twilio Account

If you do not yet have a Twilio account:
  1. Go to Twilio and click Start for free.
  2. Complete the registration form with your name, email, and password.
  3. Verify your email address via the confirmation link Twilio sends you.
  4. Complete phone verification by entering the code Twilio sends to your mobile number.

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Step 2: Purchase an SMS-Enabled Phone Number

  1. Log in to the Twilio Console.
  2. Navigate to Phone Numbers > Manage > Buy a Number.
  3. Search for a number and ensure the SMS capability checkbox is selected.
  4. Click Buy and confirm your purchase.
For high-volume text campaigns, consider purchasing a toll-free number or registering for an A2P 10DLC campaign to improve deliverability and throughput. Twilio requires A2P 10DLC registration for US local numbers used for application-to-person messaging.

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Step 3: Retrieve Your Account Credentials

  1. Open the Twilio Console Dashboard.
  2. Locate the Account Info section on the dashboard.
  3. Copy your Account SID and Auth Token.

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Step 4: Register for A2P 10DLC (US Numbers)

If you are sending SMS to US phone numbers using a local (10-digit) number, you must register for A2P 10DLC. Contact our support team for help with the registration process.

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Step 5: Connect Twilio to Callers

  1. Log in to your Callers dashboard.
  2. Navigate to the App Center tab in the left sidebar.
  3. Find the Twilio integration and click Connect.
  4. Enter your Account SID and Auth Token in the fields provided.
  5. Click Connect to complete the integration.
  6. Your Twilio phone numbers will appear in the numbers list. Click Refresh if they are not immediately visible.

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Step 6: Configure a Text Campaign with Twilio

  1. Create a new campaign and select Text as the campaign type.
  2. In Campaign Setup, under the Channel section, select Twilio SMS as your messaging provider.
  3. Choose the Twilio phone number(s) you want to use for this campaign.

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Compliance and Opt-Out Management

Callers automatically handles SMS compliance requirements:
  • STOP/UNSUBSCRIBE: Contacts who reply with STOP are automatically opted out and will not receive further messages.
  • HELP: Contacts who reply with HELP receive your configured help message.
You are responsible for obtaining proper consent before sending messages. Ensure your contact lists include only individuals who have opted in to receive SMS communications from your organization.

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Delivery Reports and Analytics

Twilio provides delivery status updates for each message:
StatusDescription
QueuedMessage accepted by Twilio, waiting to be sent
SentMessage sent to the carrier network
DeliveredMessage confirmed delivered to the contact’s device
UndeliveredMessage could not be delivered (invalid number, carrier block, etc.)
FailedMessage failed to send (account issue, Twilio error)
All delivery statuses are tracked in the Callers analytics dashboard alongside your campaign metrics.

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Troubleshooting

  • Verify your Twilio account is active and has sufficient balance.
  • Check that your phone number has SMS capabilities enabled.
  • For US numbers, confirm your A2P 10DLC registration is approved.
  • Review the Twilio Console error logs for specific error codes.
  • Click the Refresh button in the App Center tab.
  • Verify that your Account SID and Auth Token are correct.
  • Ensure the phone numbers have SMS capability (not voice-only).
  • Register for A2P 10DLC if using US local numbers.
  • Use a toll-free number for higher throughput.
  • Avoid sending identical messages to large lists - personalize using campaign variables.
  • Ensure your message content complies with carrier guidelines.

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Next Steps