SMS via Twilio

SMS is a direct, high-open-rate channel that many customers prefer for quick support interactions. By connecting a Twilio phone number to Deskwoot, you can send and receive text messages right from your multi-channel inbox. Keeping all conversations in one place alongside live chat, email, and other channels.

Twilio Account Setup

Before you connect SMS in Deskwoot, you need an active Twilio account with an SMS-capable phone number. Follow these steps:

1. Sign up for an account at twilio.com if you don't already have one.
2. Purchase a phone number that has SMS capability. You can verify this in the Twilio console under Phone Numbers > Buy a Number by filtering for SMS support.
3. Navigate to your Twilio dashboard and note the following three values. You will need them in the next step:
   • Account SID
   • Auth Token
   • Phone number (in E.164 format, e.g., +15551234567)

Connecting to Deskwoot

1. In Deskwoot, go to Settings > Inboxes > Add Inbox.
2. Select SMS as the channel type.
3. Enter your Twilio Account SID, Auth Token, and the phone number you purchased.
4. Click Create Inbox.
5. In the Twilio console, open your phone number and, in its messaging settings, set A message comes in to Webhook with the URL https://deskwoot.com/api/webhooks/sms and the method HTTP POST. Deskwoot does not set this webhook for you.
6. Send a test SMS to your Twilio number to confirm messages appear in your Deskwoot inbox.

Costs

Twilio charges per SMS segment sent and received, and pricing varies by country. Longer messages may be split into multiple segments, which increases cost. Deskwoot does not add any additional charges for the SMS channel. You only pay Twilio directly for your usage.

Troubleshooting & Common Pitfalls

• Messages not arriving in Deskwoot: Double-check that your Account SID and Auth Token are entered correctly. Even a single extra space can cause authentication to fail.
• Phone number format: Make sure the number is entered in E.164 format (including the + and country code). Omitting the country code is a frequent mistake.
• Twilio trial limitations: Trial accounts can only send SMS to verified numbers. Upgrade to a paid Twilio account for full functionality.
• Webhook conflicts: A Twilio number sends incoming messages to one webhook URL. If another application set its own URL on the same number, messages go there instead of Deskwoot. Check in Twilio's console under your phone number settings that the URL is https://deskwoot.com/api/webhooks/sms.

Best-Practice Tips

• Keep SMS replies concise. Aim for under 160 characters per message to avoid multi-segment charges and improve readability.
• Set up auto-assignment rules in Deskwoot so incoming SMS conversations are routed to the right team quickly.
• Use canned responses for common questions to speed up reply times over SMS.

Frequently asked questions