Working with Twilio Integration for SMS

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.

1. Navigate to the contact record in Anthology Reach.

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

3. In the New Message Details - 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.

The SMS messages in Reach supports Twilio-based Opt-In, Opt-Out, and Help keyword functionality which are configured in the Twilio console. For more information, see Customizing Users' Opt-in and Opt-out Experience with Advanced Opt-Out.

When a contact sends an Opt-In or Opt-Out keyword to the Sender ID (such as a long code), the Twilio system automatically subscribes or unsubscribes that contact’s phone number from receiving messages.

Reach captures each of these interactions as activity records under the Message Details activity entity, which appears in the contact’s Timeline.

Additionally, users can view all subscription related events in the SMS Subscription Logs tab on the Contact form.

The SMS Subscription Logs tab

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

• Twilio Regulatory Guidelines for SMS

• Twilio Regulatory Guidelines for Countries