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Set Up Twilio SMS Integration in Elite
Learn how to connect Twilio to Elite so you can send SMS notifications without requiring a recipient’s mobile carrier. This process improves message delivery and replaces the older email-to-text method. This change is necessary as carriers like AT&T are phasing out MMS support.
Topics included in this article
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Before You Begin
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Create and Configure Your Twilio Account
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Enter Your Twilio Credentials in Elite
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Send Notifications Using Twilio
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Disable Twilio Integration (Optional)
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Troubleshooting
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Frequently Asked Questions
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Future Enhancements
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Additional Resources
Before You Begin
To set up Twilio SMS in Elite, make sure you:
- Possess the specified security clearance to access the Twilio SMS Integration configuration.
API Configurations
Controls access from Configuration.
Configuration
Controls icon in header for access to Configuration dashboard.
- Created a Twilio account with a verified phone number.
- Have active internet connectivity for Elite to communicate with Twilio’s API.
Create and Configure Your Twilio Account
- Go to https://www.twilio.com and log in or sign up.
- Purchase a phone number from Twilio. You can choose either a local or toll-free number.
Note: Toll-free numbers may have restrictions. Contact Twilio Support to select the best option. - Verify your Twilio phone number. This may take several days. Plan ahead.
- From your Twilio Dashboard, copy the following values:
- Account SID
- Auth Token
- Verified Phone Number
Enter Your Twilio Credentials in Elite
- In Elite, navigate to Browser Configurations > API Configurations.
- Select Notifications or Messaging.
- On the Twilio configuration screen, enter the following:
- Twilio Account SID
- Twilio Auth Token
- Verified Phone Number
- Click Save.
- Send a test SMS notification to confirm that the setup works properly. For more information, see our Contract Notifications article.
Send Notifications Using Twilio
- All SMS messages will look the same to customers as before.
- You no longer need to select a mobile carrier when sending notifications.
- Elite supports one-way messaging only. If customers reply, their messages are managed in Twilio—not in Elite.
To automate responses, use Twilio's dashboard. For example:
“Thanks for your message! Call us at (XXX) XXX-XXXX or email support@example.com.”
Disable Twilio Integration (Optional)
- In Elite, go to the Twilio configuration screen.
- Remove the Account SID, Auth Token, and Phone Number.
- Click Save.
Elite will revert to using its default MMS (email-to-text) notification system.
Troubleshooting
Messages are not delivering: Check the Twilio Console’s error logs. Elite does not track delivery of Twilio SMS messages.
Messages are not sending: Make sure your system is online. If Elite cannot connect to Twilio’s API, messages will not be sent or queued.
Documentation appears outdated: Always refer to Twilio’s documentation for updated setup and features. Twilio’s process may change.
What to Expect with Twilio SMS
First step: Twilio setup
- Create an account
- Fill out your company’s needs with Twilio
Example walkthrough below:
- What do you plan to build with Twilio?
- Drop down: Alerts & Notifications
- Which Twilio product are you here to use?
- Drop down: Channels - SMS
- Which best describes you/your organization?
- Business
- Which best describes how you will use Twilio?
- Direct Band
- How do you want to build with Twilio?
- With no code at all
- What is your goal today?
- 3rd party integrations
Confirm your billing country is United States.
Second step: Phone number
"Once you have the account, you select Phone Numbers; Manage; Buy a number from the left hand Account Dashboard"
Select a search criteria - either local or number match
Purchase a phone number that meets your company’s requirements
Third step: Registration
(Toll-free requires different set up, see further below for instructions)
A2P 10DLC phone number:
Setting up a brand and campaign
Example
The onboarding process will take you through setting up a brand first and then the campaign registration. If you are on a trial account, you will need to upgrade before moving forward
Brand Registration :
You will be asked to enter the legal business name, company website URL, EIN, address, etc. Once reviewed/approved it will take you to the next section.
Campaign Registration:
- Click the use cases drop down to pick what applies best for your business.
-
- Low Volume Mixed ($1.50/month) is what they recommend for a mixed campaign use case to be used for sending messages of multiple uses, such as; customer care and delivery notifications. For those with those who do not need high throughput. Fill out fields for SMS messages sent
Example
2. Message contents -> checkbox for embedded links
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- Opt-in non usage
Example
“Due to prior relationship, there will be no opt-in to campaign for consent. The consent is already given when the user provides their phone number at the front desk in store for order status notifications.”
Toll-free phone number:
There is a requirement for a proof of opt-in URL link, best practice is to put the below language in a PDF on your website. Submit that URL to Twilio after purchasing a phone number.
Twilio has specific opt-in requirements.
Example
Privacy Policy & SMS Terms
Privacy Policy:
We will not sell or share your email address, telephone number, name, mailing address or any other personal and non-public information with any telemarketer or marketing agency.
SMS Terms:
“X Company” offers our customers the option to engage in text conversations to provide fast solutions. Message frequency varies. “X Company” will send you the following Text Message:
““X Company” would like to text you. Please respond YES to continue a text conversation.”
STOP to cancel.”
To engage in a text notification with “X Company” Please respond with “YES” to engage in conversation and receive notifications. Message and data rates may apply. Reply STOP to opt-out.
Carriers are not liable for any delays or undelivered messages.
Fourth Step: Connecting to Elite
After the above have been approved (either toll-free or not phone number registration), you will need the below information to set up in Elite.
By clicking the “Account Dashboard” a main page will appear Scroll down to find your Account info section Copy the:
- Account SID
- Auth Token
- My Twilio phone number
These will be used in the Elite configuration side
Consumer facing SMS notification Example:
Frequently Asked Questions
What happens if my Twilio number is not verified?
You cannot send SMS messages until the number is fully verified.
Can I use a toll-free number?
Yes, but some restrictions may apply. Contact Twilio support for help.
Do I need to enter the recipient’s carrier?
No. Twilio sends messages directly to phone numbers, so carrier info is not needed.
Can I revert to the old MMS method?
Yes. If you remove your Twilio credentials, Elite defaults to MMS (email-to-text).
What happens if a customer replies to a text?
Replies go directly to Twilio. You can set up automatic replies in Twilio, but replies are not visible in Elite.
Future Enhancements
Elite may support the following features in future releases:
- Two-way SMS messaging within Elite
- Ability to include links in notifications
- Additional types of automated alerts
These updates will be based on customer feedback and usage needs.