Configurations for Twilio Integration

1. In the Anthology Reach Model-driven app (MDA), select the Settings area.

2. In the SMS Configuration sitemap, select Settings and select the New button.

3. In the New Text Message Provider page, specify the following field values:

   1. Name - Specify a name for the Text Message Provider record.

   2. SMS Provider - Select Twilio.

   3. Account SID - Specify the Account SID created by Twilio for the Reach org.

   4. Auth Token - Specify the authentication token created for the Account ID for the Reach org.

4. Select Save.

   The following field details are populated in the Text Message Provider record:

   • TwilioIncoming SMS Callback URL

   • TwilioSMS Status Callback URL

   • WhatsApp Incoming Callback URL

   • WhatsApp Status Callback URL

1. In the Anthology Reach Model-driven app (MDA), select the Settings area.

2. In the SMS Configuration sitemap, select Text Message Senders and select the New button.

3. In the New Text Message Sender page, specify the following field values:

   1. Name - Specify a name for the Text Message Sender record.

      Note: To display the Sender ID (e.g., Long Code or Toll-Free number) when selecting a number to send SMS from Reach, specify the actual Long Code or Toll-Free Number as the Name of the record.

   2. SMS Provider - Select the Text Message Provider record created for Twilio.

   3. Message Type - Select SMS

   4. Sender Type - Select Long Code or Toll-Free Number based on the number configured in the Twilio account.

   5. Text Message Sender - Specify the Long Code or Toll-Free number procured from Twilio.

4. Select Save.

   The 'Text Message Sender' details specified in Step 3 are sent to Twilio for validation, and on successful validation the following field details are received from Twilio and populated in the Text Message Sender record:

   • Phone Number SID

   • Capabilities

5. Select Save.

To simultaneously enable 'responsive SMS journeys' and '2-way SMS functionality' outside of journeys, perform the following configurations:

1. Refresh the page and select the SMS Provider record for Twilio.

   

2. Select the Settings tab and copy the URL text from the Incoming callback URL field.

3. In the Anthology Reach app, open the Text Message Provider record configured for Twilio (under Settings > SMS Configuration > Settings )

4. In the General tab, update the following field values:

   1. Set the Enable Real Time Callback URL field value to Yes.

   2. In the Real Time Callback URL field, paste the URL text copied from the Incoming callback URL field in Step 3.

5. Save the settings.

1. In the Anthology Reach Model-driven app (MDA), select the Settings area.

2. In the SMS Configuration sitemap, select Settings and select the New button.

3. In the New Text Message Provider page, specify the following field values:

   1. Name - Specify a name for the Text Message Provider record.

   2. SMS Provider - Select Twilio.

   3. Account SID - Specify the Account SID created by Twilio for the Reach org.

   4. Auth Token - Specify the authentication token created for the Account ID for the Reach org.

4. Select Save.

   The following field details are populated in the Text Message Provider record:

   • TwilioIncoming SMS Callback URL

   • TwilioSMS Status Callback URL

   • WhatsApp Incoming Callback URL

   • WhatsApp Status Callback URL

1. In the Anthology Reach MDA, open the Text Message Provider record created for Twilio.

2. Select the Message APIs tab and specify the following field values:

   • Base URL - https://api.twilio.com/2010-04-01/Accounts/{0}/

   • Get Content Templates - https://content.twilio.com/v1/Content/

3. Click Save.

1. In the Anthology Reach Model-driven app (MDA), select the Settings area.

2. In the SMS Configuration sitemap, select Text Message Senders and select the New button.

3. In the New Text Message Sender page, specify the following field values:

   1. Name - Specify a name.

   2. SMS Provider - Select the Text Message Provider record created for Twilio.

   3. Message Type - Select WhatsApp.

   4. Text Message Sender - Specify the WhatsApp number procured from Twilio.

4. Select Save.

1. In the Anthology Reach Model-driven app (MDA), select the Settings area.

2. In the SMS Configuration sitemap, select Message Templates and select the New button.

3. In the New Message Template page, specify the following field values:

   1. Message Provider - Select the Twilio message provider record.

   2. Select Template - Select the required Twilio message template from the drop-down list.

      Note: The Select Template field displays only the WhatsApp approved Twilio Message templates.

4. Select Save.

1. Configure a custom channel for WhatsApp in the Microsoft Dynamics 365 Marketing module.

   Note: For each WhatsApp Sender ID you need to create a custom channel.

   1. Go to the Settings area, select Custom channels under Customer engagement.

   2. Select New custom channel.

   3. In the New channel page, select the WhatsApp Channel option, and select Next.

   4. In the Set up channel page, configure the following fields:

      • Name - Provide a clear, meaningful name that helps you easily identify the purpose of the channel. E.g. “WhatsApp – Admissions ”

      • Sender - Specify the WhatsApp number.

      • WhatsApp Sender Configuration - Select the Text Message Sender record configured for the WhatsApp number (WhatsApp Sender ID).

   5. In the Review and finish page, select Done.

2. Create Message records that will be used as templates for sending the WhatsApp messages.

   1. Go to the Real-time journeys area, and select More channels under Channels.

   2. Select the New Message menu option.

   3. In the Select a channel dialog, select the WhatsApp channel that is linked to the required WhatsApp number from which the WhatsApp message needs to be sent.

   4. Open the Message record and configure the following field values:

      1. In the Message Template field, select an existing Message Template record or create a new Message Template record. For steps to create a Message Template record, see Step 4 - Set up Message Templates for WhatsApp.

         Note: WhatsApp Marketing type Message Templates are not supported for the United States of America (US) numbers. For more information, see WhatsApp Marketing Messages to U.S. Numbers No Longer Supported.

      2. Leave the Text field blank.

      3. In the Compliance profile, Purpose, and Topic fields, select appropriate values.

         For information on configuring the Compliance profile, Purpose, and Topic, see Consent management overview.

3. Create a Journey in the Microsoft Dynamics 365 Marketing module.

   1. Go to the Real-time journeys area, and select Journeys under Engagement.

   2. Select New Journey and select the Skip and create from blank button.

   3. In the Create a new journey, select Choose the type of journey, choose a trigger from the drop-down field, and select Create.

   4. In the Journey page, select the plus (+) icon to add an action.

   5. In the Add an action page, select Other channel.

   6. In the Other channel page, configure the following field values:

      1. In the Channel field, select the WhatsApp channel that is linked to the WhatsApp number from which the WhatsApp message needs to be sent.

      2. In the Choose a message field, select the Message record that is linked to the selected WhatsApp channel in step i.

      3. In the Send to field, select the required phone number field.