BoldDesk’s Twilio SMS integration enables organizations to send and receive SMS messages directly within BoldDesk. Incoming SMS messages are handled as chat conversations, allowing agents to manage customer communications without switching platforms. This article explains how to configure Twilio, add SMS numbers, enable MMS, and troubleshoot common issues.

Check out this video tutorial for guidance.

Prerequisites

Before configuring Twilio SMS in BoldDesk, ensure that:

• You have a Twilio account.
• You have access to your Twilio Account SID and Auth Token.
• You have purchased a Twilio phone number with SMS capabilities.
• You have administrator access in BoldDesk.
• For U.S. messaging, A2P 10DLC registration requirements are met.

Key Features of Twilio SMS Integration

• Direct Text Communication: Engage with customers instantly via SMS for fast and efficient updates.
• Enhanced Customer Support: Manage inquiries and send timely responses, resulting in smoother workflows and improved customer satisfaction.
• Scalable Messaging Support: Handle high volumes of SMS messages with ease, making it a reliable solution for growing businesses.
• Automated Replies (via Twilio or third-party tools): Set up auto-responses to acknowledge messages or route them appropriately.
• Multi-Number Management: Use multiple Twilio numbers to support different departments or regions.

Configuring Twilio in BoldDesk

1. Sign in to BoldDesk and navigate to Admin → Chat → Channels → SMS

2. Click the Configure option to integrate Twilio with BoldDesk.
   
   

   
   
   

3. After clicking Configure, a pop-up window will appear asking for the Account SID and Auth Token. Enter the required values and click on Verify & Continue. After verification is successful, BoldDesk will provide the Webhook URL.
   

   
   
   

4. Copy the Webhook URL generated by BoldDesk and configure it as the Messaging Webhook URL for your Twilio phone number in the Twilio Console. Save the changes to complete the integration.
   

   
   
   

Adding a Twilio Account

Follow the given steps to configure the Twilio account in BoldDesk:

1. Click Admin → Chat → Channels → SMS → Manage to manage the Twilio accounts.

2. Click Add Number.
   

   
   
   

3. Enter the Name, Phone Number, Brand, and Group, and click Next.
   

   
   
   

4. Enable the options in the SMS configuration based on your requirements and click the Save button.

   • Multimedia Messaging Services (MMS): Allows you to send and receive media messages through Twilio SMS chats.

   • Welcome Message: Sent automatically when a new customer contacts your support team for the first time.

   • Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.

   • Conversation Closure Message: Allows you to send a message automatically when the conversation ends.

   • AI Agent: It allows an AI assistant to automatically manage customer inquiries by using information from a content source (Auto-assign to AI agent or Manual Handover) and the AI Agent to use on the account.

   • Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.

   • Auto-tag Conversations: When a conversation is created, tags are automatically added.
     

     
     
     
     
     
     

How to Enable and Use Multimedia Messaging Services (MMS)

Twilio now supports Multimedia Messaging Service (MMS), allowing users to send and receive media files through SMS channels. This feature enhances communication by enabling richer interactions beyond plain text.

Steps to Enable MMS

1. Configure the Twilio SMS channel.

2. Navigate to Manage ➔ Add/Edit Number.

3. In the SMS tab, enable the MMS option to allow media messaging.
   

   
   
   

Supported Media Types for Twilio MMS

• Outbound: Image, Video, Audio, Document (.pdf only)
• Inbound: Image, Video, Document (.pdf only)

Region Restrictions for Twilio MMS

• Sending MMS: Supported in Australia, United States, and Canada.
• Receiving MMS: MMS-enabled numbers in the US and Canada can receive messages from other US and Canadian long codes.

Learn more on Sending and Receiving MMS Messages.

Troubleshooting Twilio SMS Integration

If you encounter issues while sending or receiving SMS messages through Twilio in BoldDesk, review the following troubleshooting steps.

SMS Messages Show as Sent but Are Not Delivered

Symptoms

• SMS messages appear as Sent in the BoldDesk agent portal.
• The recipient does not receive the message.
• No chat delivery errors are visible in BoldDesk.

Cause
This issue commonly occurs when there is a mismatch between the configured Twilio Account SID, Auth Token, and the From phone number.
Twilio requires that the phone number used to send SMS messages belongs to the same Twilio account or sub-account associated with the credentials configured in BoldDesk. If the credentials belong to one account and the sender phone number belongs to another account or sub-account, Twilio rejects the message request and delivery fails.

Resolution

1. Navigate to Admin → Chat →Channels → SMS in BoldDesk.
2. Verify that the configured Account SID and Auth Token belong to the correct Twilio account or sub-account.
3. Confirm that the configured sender phone number is owned by the same Twilio account or sub-account.
4. If using Twilio sub-accounts, ensure the phone number has been purchased or assigned to that specific sub-account.
5. Review the message logs in the Twilio Console for delivery errors and message status details.
6. Reconfigure the SMS channel in BoldDesk if the credentials were recently changed.

Incoming SMS Messages Are Not Received in BoldDesk

Possible Causes

• Webhook URL is not configured correctly in Twilio.
• The Twilio phone number is pointing to an outdated webhook.
• The phone number is inactive or disabled.

Resolution

1. Navigate to Admin → Chat →Channels → SMS → Configure and copy the webhook URL generated by BoldDesk.
2. Open the Twilio Console and verify that the same URL is configured under the phone number’s Messaging Webhook settings.
3. Ensure the webhook URL is reachable from Twilio.
4. Save the configuration and test by sending an SMS to the Twilio number.

Twilio Account Verification Fails

Possible Causes

• Invalid Account SID.
• Incorrect Auth Token.
• Credentials copied from the wrong Twilio account or sub-account.

Resolution

1. Log in to the Twilio Console.
2. Copy the Account SID and Auth Token directly from the account dashboard.
3. Verify that there are no extra spaces when pasting the credentials.
4. Reconnect the integration using the updated credentials.

SMS Cannot Be Sent to U.S. Recipients

Possible Cause
Messages sent using U.S. 10DLC numbers may require an approved A2P 10DLC campaign.

Resolution

1. Verify that your Twilio brand and campaign registration have been completed.
2. Confirm that the number used for sending is associated with an approved A2P campaign.
3. Contact Twilio Support if campaign approval is pending.

Frequently Asked Questions

1. Is there a cost for using Twilio SMS integration?
   BoldDesk does not charge for integration, but Twilio’s SMS rates apply.

2. Can Twilio SMS integrate with other BoldDesk channels like WhatsApp or Email in BoldDesk?
   BoldDesk is designed as a standalone channel for direct text communication with customers. It allows you to send and receive SMS messages, convert them into support chats, and route them to appropriate agent groups for resolution.
   While BoldDesk supports multiple communication channels—including WhatsApp, Email, Facebook Messenger, and more—each channel is integrated independently. Twilio SMS does not directly integrate or merge with other channels like WhatsApp or Email within your BoldDesk.
   However, BoldDesk allows Twilio WhatsApp, which you can integrate into your BoldDesk.

3. How can I monitor SMS delivery failures when using Twilio integration in BoldDesk?
   While BoldDesk itself does not provide direct delivery failure reports, you can monitor SMS delivery performance and failures through Twilio’s Messaging Insights Dashboards.

4. Is A2P 10DLC required for sending Twilio SMS in BoldDesk?
   Yes. To send SMS and MMS messages to the U.S. using 10DLC phone numbers, messages must be sent through an approved Application-to-Person (A2P) Campaign.
   A2P 10DLC registration is handled by Twilio. For help, contact Twilio Support.
   Twilio A2P

5. Does BoldDesk support SMS short codes for Twilio integration?
   No. BoldDesk’s Twilio SMS integration is designed to work with Twilio “phone numbers” configured under Admin → Chat → SMS (Add Number / Manage).

Related Articles

1. How to Manage Twilio Account in BoldDesk
2. How to Activate and Deactivate Twilio Account in BoldDesk