Twilio Integration Guide

This article explains how to connect the Twilio integration and how to include it as a step in your workflow for automated SMS notifications.

With Twilio connected, you can use it to:

• Send SMS messages automatically when key actions occur (like a form submission)

Whether you’re confirming appointments, sending time-sensitive alerts, or delivering customer updates, Twilio ensures your automated processes communicate quickly and reliably.

Section 1: Connect the Twilio Integration

Go to the Integrations Tab & Click New Connection

Navigate to the Integrations tab from the left-hand menu of your dashboard and click New Connection to view the list of available integrations.

Use the search bar or browse manually to find Twilio.

💡 Tip: Use the category filters to narrow your search by “SMS” or “Communication” tools.

Name Your Connection

Give your Twilio integration a clear and recognizable name and description, then click Next.

Example:

• “Twilio – Appointment Reminders”

• “Twilio – Order Alerts”

📌 Note: This helps teams quickly identify where and how the connection will be used.

Authenticate the Integration

You’ll be prompted to enter your Twilio Account SID, API Key SID, and API Key Secret.

• Retrieve these from your Twilio dashboard under Account → Settings.

• Paste them into the authentication fields.

📌 Note: This grants the system permission to send SMS on your behalf via the Twilio API.

Complete Setup

Once authenticated, click Finish. Your Twilio connection will now appear on the Integrations homepage, showing an Active connection status.

💡 Tip: You can edit the connection name or description later by clicking the ⋮ (three dots) and selecting Edit Details.

Section 2: Add Twilio as a Step in Your Workflow

Open Your Workflow

Open or create a workflow where you’d like to send SMS messages through Twilio. Click the plus (+) button to add a new step, and select Twilio from the integration options.

Name and Configure the Step

Give the step a descriptive name & click to open the configuration panel.

💡 Tip: Use clear labels like “Send SMS Confirmation” or “Call Customer with Update.” If no name is added, a default name will be provided.

Select Your Twilio Connection

Choose the Twilio integration you previously connected from the dropdown list.

Choose the Action Type

Select your Twilio action type at the top. Currently supported options include:

• Send SMS Message

Note: If this is your first time setting this up, you'll see a prompt to read through and comply with the Intellistack SMS Services Terms of Service. You'll need to read through and click "Confirm" before you can setup the rest of the step. 

Configure Message Settings

After selecting the action type, complete the following:

For SMS:

• Recipient Phone Number – Enter a static number or use a dynamic variable from earlier steps.

• Message Content – Write your SMS message using static text or dynamic variables from previous workflow steps.

• Keep SMS messages concise (160 characters or less when possible).

💡 Example (SMS):

Save and Close

Click the X in the upper-right corner to close the configuration panel.

Your Twilio step is now added to your workflow!

Best Practices for Twilio Integration

To ensure reliable and compliant messaging when using Twilio, keep these tips in mind:

1. Format Phone Numbers in E.164 Standard

• Always include the country code and omit spaces, parentheses, or special characters.

• Example: +14155552671 instead of (415) 555-2671.

• This format ensures messages are delivered correctly worldwide.

2. Stay Within SMS Character Limits

• Standard SMS messages are 160 characters or less.

• Messages longer than 160 characters are split into multiple segments, which may increase costs.

• Use concise wording and dynamic placeholders wisely to avoid unexpected charges.

3. Comply with SMS Regulations

• Opt-in: Only send messages to recipients who have explicitly agreed to receive them.

• Opt-out: Honor STOP/UNSUBSCRIBE requests immediately.

• Required information: Include your business name in the message so recipients know who it’s from.

4. Test Before Going Live

• Use Twilio’s test credentials to verify workflow setup without sending actual messages.

• Send test messages to multiple carriers and regions to confirm delivery and formatting.

5. Monitor Delivery Reports

• Twilio provides delivery status for each message via its API.

• Use this data to identify failed deliveries, carrier filtering, or blocked numbers.

6. Manage Sending Rates

• Some carriers limit the number of messages per second.

• If sending in bulk, consider using Twilio’s Messaging Services with queueing and rate-limiting.

Summary

That’s it! You’ve successfully:

• Connected Twilio to your account

• Added Twilio as an SMS step in your workflow

• Configured dynamic messages to keep customers and teams informed

Need help? Contact your admin or reach out to Support for troubleshooting.