Twilio SMS & MMS Integration with BoldDesk

BoldDesk’s Twilio SMS integration enables businesses to manage customer messages directly within the helpdesk, streamlining communication and improving support efficiency. With this integration, agents can respond to inquiries, send updates, and chat in real-time—all from a single platform. This guide explains how to set up and connect your Twilio account with BoldDesk for seamless omnichannel support.

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 > 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 and proceed to configure it on the Twilio developer’s website and click Save for a successful configuration.
   

Adding a Twilio Account

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

1. Click Admin > Chat > 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.

FAQs

Q1. Is there a cost for using Twilio SMS integration?
A: BoldDesk does not charge for integration, but Twilio’s SMS rates apply.

Q2: Can Twilio SMS integrate with other BoldDesk channels like WhatsApp or Email in BoldDesk?
A: 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.

Q3: How can I monitor SMS delivery failures when using Twilio integration in BoldDesk?
A: While BoldDesk itself does not provide direct delivery failure reports, you can monitor SMS delivery performance and failures through Twilio’s Messaging Insights Dashboards.

Related Article

• How to Manage Twilio Account in BoldDesk
• How to Activate and Deactivate Twilio Account in BoldDesk