Twilio SMS for Two-Way Customer Texting From Your Team Inbox

Connect respond.io with your Twilio account using your Account SID and Auth Token to receive SMS sent to your Twilio number in the team inbox and reply alongside your other channels.

Twilio SMS capabilities on respond.io

• Receive every SMS sent to your Twilio number as a conversation in the respond.io inbox, ready to assign to an agent or team.
• Send SMS broadcasts to your contacts from respond.io.
• Route SMS conversations and send automated replies with Workflows.
• Monitor agent performance on SMS conversations in Reports and step into any SMS conversation.

FAQs about Twilio SMS on respond.io

Who pays for SMS sent through Twilio on respond.io?

Twilio does. Message charges are billed to your own Twilio account, so add billing details in Twilio before your SMS channel goes live. Charges depend on your country.

Can I use a Twilio number that's already connected to another tool?

Yes, but check the number's webhook in Twilio. Respond.io adds its webhook when you first connect the number, but if another tool's webhook is stored there instead, incoming SMS won't reach respond.io.

Why do some customers see a Sender ID instead of my Twilio number?

When you text customers in another country from a Twilio number that isn't local to them, they may see a Sender ID or short code instead. This often happens to meet local regulations or improve delivery rates.