How to Manage Twilio Account in Bolddesk

Effortlessly manage your Twilio account from BoldDesk by adding, editing, deleting, activating, or deactivating it. In addition, map your accounts seamlessly with specific brands and groups for better organizational structure and effective communication.

Check out this video tutorial for more details.

Adding Twilio account

Adding a Twilio account is a key step in enabling communication services such as SMS and messaging platforms within your system. By integrating a Twilio account, organizations can leverage Twilio’s cloud-based communication capabilities to support customer engagement, notifications, and automated workflows.

Explore further instructions about Twilio SMS Integration in BoldDesk: Setup & Key Features.

Editing Twilio account

Follow the given steps to edit a brand and group mapping for your Twilio account:

1. Click Admin > Chat > SMS > Manage.

2. Click the more options icon (⋮) and select Edit.

3. Navigate to the Edit phone number page and modify the account details as needed.

4. Click Save.
   

   
   
   

Deactivate Twilio account

Follow the given steps to deactivate the Twilio account.

1. Click Admin > Chat > SMS > Manage.

2. Navigate to the Active Account List column.

3. From the account list, click the More Options icon (⁝) and select Deactivate.

   
   
   

4. Click the Yes, Deactivate button in the confirmation dialog to finalize the process.
   

   
   
   

Activate Twilio account

Follow the given steps to activate the Twilio account:

1. Click Admin > Chat > SMS > Manage.

2. Navigate to the Inactive account list column.

3. From the account list, click the more options icon (⁝) and select Activate.
   

   
   
   

4. Click the Yes, Activate button in the confirmation dialog to finalize the process.
   

   
   
   

Deleting Twilio account

Follow the given steps to delete a Twilio account:

1. Click Admin > Chat > SMS > Manage.

2. Click the more options icon (⋮) and select Delete.
   

   
   
   

3. Click the Yes, Delete button in the confirmation dialog to finalize the process.
   

   
   
   

FAQs

1. Can a Twilio account be mapped to multiple brands?
   No. Each Twilio account can be mapped to only one brand at a time.

2. Does deactivating Twilio account delete existing conversations?
   No. Existing SMS conversations remain visible in Chat, but no new messages are processed.

3. Can agents activate or deactivate Twilio accounts?
   Yes, agents are able to activate or deactivate Twilio accounts as long as the required permissions have been granted to them.

4. Is bulk Twilio account management available?
   No. BoldDesk does not support bulk edit, bulk activate, or bulk delete for SMS accounts.

5. Can a Twilio account be recovered after deletion?
   No. Once deleted, an SMS account is permanently removed and cannot be restored.