Twilio SMS Integration

The Twilio SMS integration adds SMS as a support channel in Convor. Your team can send text messages to customers through a Twilio phone number, and conversations appear alongside your other channels in the Convor dashboard.

Prerequisites

• A Twilio account with an active phone number
• An Account SID and Auth Token from your Twilio Console
• A Twilio phone number capable of sending SMS
• Convor Growth plan or higher

Getting Your Account SID

Log in to your Twilio Console at console.twilio.com. On the main dashboard, you will see your Account SID listed under Project Info. Copy it. The Account SID always starts with AC followed by a 32-character hexadecimal string.

# Twilio Account SID format
# Found in Console > Project Info
ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Getting Your Auth Token

On the same Twilio Console dashboard, click "Show" next to the Auth Token field. You may need to verify your identity. Copy the token. Unlike the Account SID, the Auth Token is hidden by default for security.

# Twilio Auth Token format
# Found in Console > Project Info (click Show to reveal)
your_auth_token_here

Purchasing a Phone Number

In the Twilio Console, go to Phone Numbers, then Manage, then Buy a Number. Search for a number in your desired country and region. Filter by SMS capability. Select a number and click Buy. SMS-capable numbers display an SMS icon in the results list.

Phone Number Format

Twilio uses E.164 format for phone numbers. This includes a plus sign, the country code, and the local number with no spaces or dashes.

# E.164 phone number format
# Format: +[country code][number]
# Example (US): +14155551234
# Example (UK): +442071234567

Dashboard Configuration

In your Convor dashboard, open Integrations → Twilio. Enter your Account SID, Auth Token, and the Twilio phone number in E.164 format. Click Test Connection to verify the credentials, then save.

{
  "integration": "twilio",
  "accountSid": "ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
  "authToken": "your_auth_token_here",
  "phoneNumber": "+14155551234"
}

Features

Troubleshooting

• Invalid Account SID: Ensure the SID starts with AC and matches the one in your Twilio Console exactly
• Wrong phone format: Phone numbers must be in E.164 format with a leading +, country code, and no spaces or dashes
• Number not SMS-capable: Confirm the Twilio phone number has SMS capability enabled. Check the number capabilities in the Twilio Console under Phone Numbers