Overview

Twilio is a customer engagement platform used by hundreds of thousands of businesses and more than ten million developers worldwide to build unique, personalized experiences for their customers. They offer a platform that can unify various communication channels in one place. You can read more about Twilio here.

While Twilio has many, amazing functionalities, the integration between Twilio and Appointedd focuses on sending SMS only.

In order to take advantage of the integration, you will need to have both a Twilio and an Appointedd account:

  • Sign up here for a Twilio account - more info on how to sign up here

  • Sign up here for an Appointedd account - learn about how to get started here

If you are planning to send SMS to US numbers, you will need to get registered for A2P 10DLC with Twilio directly once you've got your account with them sorted. You can learn more about how to register here.


How to connect

On you've got both your Twilio and Appointedd account sorted, connect the two to start sending SMS via Appointedd.

Details from your Twilio account

To make the connection, make sure you have the below details from your Twilio account:

  1. Account SID of your Twilio account: this is a unikque string that helps to identify your account

  2. Auth Token: this acts as a password, and allows Appointedd to connect to your Twilio account

  3. Send-from: this is the phone number that will be used to send messages which you can configure in your Twilio account

You can find all of these details on the main page of your Twilio Dashboard, once you're logged in:

To connect, follow the below steps:

  1. Within Appointedd account, navigate to the Connect tab and select Connect to an SMS provider

  2. Here, click Connect under Twilio

  3. Add your Account SID

  4. Add your Access Token

  5. Add Send-from*

  6. Then hit Connect

*Please note, Send-from is set in your Twilio account. For the integration to work, the value you add here must match what you configured in your Twilio account.

For information on what's possible to use as your Send-from, check out this article.

As a best practice, we recommend that you use the same Send-from name for all your SMS communications (transactional and smart texts alike), and that in all cases you test your set up before you go live to avoid disappointment.

Make sure to also turn on appropriate automatic text messages and adjust SMS content if needed - more on this below.

Disconnect

You can only have one SMS option connected at the time. If you'd like to utilise another SMS solution (MessageBird or Appointedd SMS), simply hit Disconnect.

If you do need to disconnect, simply click on Disconnect and follow the flow.

Please note, if you don't have an SMS provider connected to your Appointedd account, you won't be able to send SMS via Appointedd.


Adding and modifying SMS content

Once you have a connection sorted, head to the Email & SMS tab within your Appointedd account to manage the content of any automatic SMS you'd like Appointedd to send.

  • You can send SMS confirmations for your bookings - learn how to set these up here

  • You can also send SMS as reminders or follow ups - read more on how to do this here

  • You also have the option to send direct SMS messages to your customers - more on this here


If you have any feedback we would love to hear it 👂

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