Manage your Twilio SMS accounts in BoldDesk to control how SMS communication is connected and maintained. This article explains how to add, remove, activate, deactivate, reconfigure, and delete Twilio SMS accounts, helping you keep your SMS channels up to date and available for customer interactions.

Prerequisites

• Twilio SMS is integrated with BoldDesk. Explore How to Configure Twilio SMS Integration in BoldDesk.
• Your role has Manage Settings enabled in the admin module.

Adding Twilio SMS Accounts

Adding Twilio Accounts allows you to add single or multiple phone numbers to the added account. Follow the steps below to add a Twilio account.

1. Navigate to Admin > Chat > SMS > Accounts.
2. Click on add account
   
   
   
   
   
3. Provide the Account SID and Auth Token from Twilio Console Admin in the pop-up window, then click on next.
   
   
   
   
   
   
   
   
4. Click the copy icon to copy the Webhook URL. Click on Save to add the account. Once an account is added, you can proceed to add Twilio SMS phone numbers.
   
   
   
   
   

Removing Twilio SMS Accounts

This action will remove all ongoing SMS (Twilio) conversations. Agents will no longer be able to send or receive messages from clients via this channel. All the accounts added will be removed if you click on this. Follow the steps below to remove Twilio SMS Accounts.

1. Navigate to Admin > Chat > SMS > Accounts.
2. Click on Remove.
   
   
   
   
   
3. Confirm to remove accounts by clicking on Yes, Remove.
   
   
   
   
   

Deleting Twilio SMS Accounts

This action will delete all ongoing SMS (Twilio) conversations associated with the account that is being deleted. Agents will no longer be able to send or receive messages from clients via this account.

1. Navigate to Admin > Chat > SMS > Accounts.
2. Click on the more option (kebab icon) on the account you want to delete.
3. Click on Delete.
   
   
   
   
   
4. Confirm to delete account by clicking on Yes, Delete.
   
   
   
   
   

Deactivating Twilio SMS Accounts

When a Twilio SMS account is deactivated in BoldDesk: the Twilio number disconnects, new customer SMS aren’t received, agents can’t send SMS, existing conversations remain, and to resume, reactivate the account or set a new number. Follow the steps below to deactivate a Twilio SMS account.

1. Navigate to Admin > Chat > SMS > Accounts.
2. Click on the more option (kebab icon) on the account you want to deactivate.
3. Click on Deactivate.
   
   
   
   
   
4. Confirm to deactivate account by clicking on Yes, Deactivate.
   
   
   
   
   

Activating Twilio SMS Accounts

When a deactivated Twilio SMS account is activated in BoldDesk: the Twilio number reconnects, agents resume SMS messaging, new messages route to BoldDesk updating conversations, all SMS settings reactivate, and conversation history remains intact. Follow the steps below to activate a deactivated account;

1. Navigate to Admin > Chat > SMS > Accounts.
2. Click on the more option (kebab icon) on the account you want to activate.
3. Click on Activate.
   
   
   
   
   
4. Confirm to activate account by clicking on Yes, Activate.
   
   
   
   
   

Reconfiguring Twilio SMS Accounts

Reconfiguring a Twilio SMS account updates the connection by verifying new Account SID and Auth Token without new integration. It updates settings with new credentials; BoldDesk validates details, the connected number uses the updated config, and existing messages/settings remain intact. SMS communication continues after reconfiguration. Reconfigure if Account SID/Auth Token changed, you want a different account, credentials were regenerated, or connection needs revalidation. This quickly updates connection details while preserving SMS conversations and settings. Follow the steps below to reconfigure.

1. Navigate to Admin > Chat > SMS > Accounts.
2. Click on Reconfigure.
   
   
   
   
   
3. Provide the new Account SID and Auth Token, then click on verify to continue in the pop-up window.
   
   
   
   
   
4. Click on save once you have all the necessary changes.

Frequently Asked Questions

1. What is the difference between Remove and Delete on the Twilio SMS Accounts page?
   Remove deletes all Twilio SMS accounts configured in the SMS channel. Delete removes only the selected Twilio SMS account.

2. What happens to conversations if I remove all Twilio SMS accounts?
   Removing all accounts removes all ongoing SMS (Twilio) conversations and prevents agents from sending or receiving SMS through the channel.

3. What happens if I delete one Twilio SMS account?
   Deleting an account removes all ongoing SMS (Twilio) conversations associated with that account and prevents agents from sending or receiving SMS through that account.

4. Does deactivating a Twilio SMS account delete message history?
   No. Deactivation stops future SMS communication, but previously created conversations and message history remain intact.

5. Why am I not receiving new customer SMS messages after deactivating an account?
   When a Twilio SMS account is deactivated, BoldDesk stops receiving new inbound SMS for that account and agents cannot send outbound SMS using that account.

6. When should I use Reconfigure instead of adding a new account?
   Use Reconfigure when the Twilio Account SID/Auth Token has changed, credentials were regenerated, or you need to revalidate the connection without creating a new integration.

7. Where do I get the Account SID and Auth Token for BoldDesk?
   Get them from the Twilio Console, then enter them when adding or reconfiguring the Twilio SMS account.

8. What is the Manage option on each Twilio SMS account used for?
   The Manage option is used to manage phone numbers for that specific Twilio SMS account.

Related Articles

1. How to Configure Twilio SMS Integration in BoldDesk
2. How to Map Twilio Numbers to Brands and Configure SMS in BoldDesk