Twilio SMS Integration
Text Messaging Platform
Add SMS capabilities to AI voice agents—send appointment reminders, confirmations, follow-ups, and enable two-way text conversations.
About Twilio
Twilio is the leading cloud communications platform providing SMS, voice, video, and messaging APIs. Founded in 2008, Twilio pioneered cloud communications APIs, making sophisticated messaging accessible to businesses of all sizes.
Integration Capabilities
Outbound SMS Messaging
Send SMS automatically based on conversation outcomes or workflow triggers. Templated messages with personalization feel personal rather than robotic.
Inbound SMS Handling
Receive and respond to customer text messages. AI agents process inbound SMS and generate appropriate responses—confirmations, cancellations, questions, or escalations.
Two-Way SMS Conversations
Enable back-and-forth SMS conversations. Unlike simple notifications, conversational SMS allows complex interactions adapted for text's asynchronous nature.
MMS Support
Send and receive images, videos, and media. Share location maps, product images, how-to videos, or receive customer photos showing issues.
Delivery Tracking
Track SMS delivery status—successfully delivered, failed, or pending. Enable retry logic and follow up through alternative channels when SMS fails.
Compliance & Opt-In Management
TCPA compliance features: opt-in tracking, opt-out handling (STOP), quiet hours enforcement, and compliance documentation.
Setting Up Twilio Integration
Twilio Account Setup
Create Twilio Account
Sign up at twilio.com with phone verification and payment method
Purchase Phone Number
Get local, toll-free, or short code number for SMS
Get API Credentials
Copy Account SID and Auth Token from Twilio Console
Connect in Ayra
Enter credentials in Integrations → Communication → Twilio
Test Connection
Send test SMS to verify integration works
Phone Number Types
Local Numbers
Cheapest, works well for most businesses
Toll-Free
Professional appearance, works nationwide
Short Codes
High-volume, 5-6 digit numbers
Message Templates
Create templates for common SMS communications with placeholders for personalization:
Usage Scenarios
Appointment Reminder Workflow
Two-Way Booking
Full appointment scheduling through SMS exchange without voice calls—ideal for customers who prefer text.
Order Status Updates
SMS when orders are received, processing, shipped, and delivered. Proactive updates reduce support inquiries.
Verification Codes
Time-sensitive codes for account access, payment confirmation, password resets, and 2FA.
Feedback Collection
Post-interaction surveys via SMS. Quick 1-5 ratings or short text responses.
Best Practices
Respect Customer Preferences
Only SMS to opted-in customers. Include opt-out instructions. Honor STOP requests immediately. Send during reasonable hours (8 AM - 9 PM local).
Keep Messages Concise
SMS has 160-character limits per segment. Keep messages clear and brief. Use link shortening for URLs.
Include Clear Calls-to-Action
Every message should have clear purpose and next step. "Reply CONFIRM or call 555-1234 with questions."
Monitor Delivery Rates
Low rates may indicate invalid numbers, carrier blocking, or spam-like content. Investigate and address issues.
Troubleshooting
Message Delivery Failures
Verify phone numbers valid with country code, confirm Twilio balance sufficient, check blacklist/opt-out status, review error codes.
Inbound Processing Issues
Verify webhook URL configured correctly, confirm endpoint accessible from internet, review Twilio debugging tools.
Rate Limiting
Spread sending over time, upgrade to higher throughput numbers, request limit increases for legitimate high-volume use.
Compliance Violations
Review TCPA regulations, ensure opt-in documentation exists, implement proper opt-out handling, work with Twilio compliance.
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