The Twilio Settings menu allows you to set up the integration between your Twilio SMS enabled numbers and the Cloud Contact Center to allow SMS messaging features.
Note: During your Twilio account setup, you were asked to record your Account SID and AUTH TOKEN; you will need these two reference codes to update your SMS Chat Settings.
To update your SMS Chat settings:
- In the Client Admin Portal, navigate to Integrations > Twilio.
- In the Account SID field, enter the Account SID code you recorded when setting up your Twilio SMS Chat account.
- In the Authentication Token field, enter the AUTH TOKEN code you recorded when setting up your Twilio SMS Chat account.
- Click Update Twilio Settings and Synchronize Phone Numbers.
- All numbers that have been set up in your SMS chat account will be populated in the Existing Numbers section.
- All numbers listed here can now be used for Inbound SMS routing AND/OR Dynamic Notification
For Inbound SMS routing, Registered SMS numbers can be reassigned to different reply options at any time. To reassign SMS numbers to a different reply option, see Manage SMS.
Note: Twilio SMS Outbound Message Processing Throttling is in place. 8 SMS messages can be processed concurrently. It is estimated that the processing time to send a message takes between less than 1 second to 2 seconds. The Integration with Twilio will continuously send message requests so that (presuming there are more than 8 requests pending from Agent queue responses and Dynamic Notification Campaigns collectively) there are always 8 being processed at the same time to ensure the fastest execution of the messages as possible.