Working with Twilio Integration for SMS

The topics in this section provide information on working with the Twilio integration in Anthology Reach.

Note: See the following topics for the prerequisite configurations for Twilio integration:

  1. Navigate to the contact record in Anthology Reach.

  2. Select the Contact Overview tab, and in the Contact Preferences section, update the value of the SMS Text field to Allow.

  3. Select the Save menu option.
Note

  • Currently, sending SMS messages is supported only for the Contact records.

  • Phone number stored in the Mobile Phone Number field of the Contact record is used for sending messages and for identifying the Contact when an incoming SMS is received.

  1. Navigate to the contact record in Anthology Reach.

  2. Go to the Timeline section, select the plus icon, and then the Message Details[Preview] option.

  3. In the New Message Details[Preview] - Conversation Details page, specify the following details in the Details tab:

    1. In the From field, search for the Text Message Sender record associated with your Twilio account to select the appropriate Long Code or Toll-Free number for sending the SMS.

    2. In the 'Type a message' text area type your message, emojis, and select the Send button.

    The Message Details section displays the details of the highlighted message, which include:

    • Message Direction - Indicates whether the message is incoming or outgoing.

    • Marketing Message - Yes in this field indicates that the message was sent as part of a Marketing Customer Journey.

    • Error Code - Displays the error code when an error occurs while sending a message.

    • Error - Displays the error description.

  • The incoming SMS message is by default assigned to the owner of the text message sender ID record (e.g. Long code owner) in Anthology Reach.

  • Phone number stored in the Mobile Phone Number field of the Contact record is used for identifying the Contact when an incoming SMS is received.

  • If the same phone number is linked to multiple Contact records, the first available Contact is shown at the top in the conversation section when opening an SMS message record. However, you can search and select the other contact from the lookup field.

When a message is sent as part of a Marketing Customer Journey, the letter M is displayed next to the message.

Note:
The following are the known limitations for the Marketing messages:

  • All the marketing messages sent to a contact and not just the ones which were sent from the selected Long code are displayed in the Message Details - Conversation Details area.

  • When a marketing message is viewed, in the Message Details section only the template name and the date and time when the SMS was sent through Customer Journey are displayed and not the actual content.

Twilio Regulatory Guidelines for SMS

Twilio Regulatory Guidelines for Countries