How to Map Twilio Numbers to Brands in BoldDesk
Use this guide to map a Twilio number to a Brand when you manage multiple products, regions, or teams. The mapping ensures the correct welcome message, routing, business hours, SLAs, and automations are applied automatically for that brand.
Steps to Map a Brand to a Twilio Number
Follow the given steps to add a brand to a Twilio account:
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Go to Admin > Chat > SMS > Manage.
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Choose how you want to proceed:
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Add a new number: Click Add Number.
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Edit an existing number: Click the kebab (⋮) menu for the number, then Edit.
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In the dialog, select the Brand from the dropdown.
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Click Next then Save/Update in the Message tab to apply the brand mapping to this Twilio number in BoldDesk.
Frequently Asked Questions (FAQs)
1) What does “mapping a Twilio number to a Brand” mean?
It means linking a specific Twilio SMS number to a specific Brand in BoldDesk so that the Brand’s welcome message, routing, business hours, SLAs, and automations are automatically applied to conversations on that number.
2) When should I map a Twilio number to a Brand?
Use mapping when you support multiple products, regions, or teams and need each SMS number to reflect the correct branding and operational rules.
3) How do I map a Brand to a Twilio number (quick steps)?
Go to Admin → Chat → SMS → Manage → choose Add Number (for new) or ⋮ → Edit (for existing) → select the Brand in the dialog → click Next → in the Message tab, Save/Update to apply.
4) Can one Twilio number be mapped to multiple Brands?
No. A single Twilio number should be mapped to one Brand to keep routing, messaging, and reporting consistent. However, a Brand can have multiple numbers if needed.
5) What changes after I map a number to a Brand?
New SMS interactions on that number will follow the selected Brand’s welcome message, routing rules, business hours, SLAs, and automations. This keeps the experience on-brand and directs messages to the correct team.
6) Does changing the Brand mapping affect existing conversations or historical tickets?
Brand mapping determines which settings apply going forward. Existing tickets and their history remain intact; the updated Brand rules apply to new or subsequent SMS interactions on that number.
