Get Started with BoldDesk Twilio Integration
Twilio SMS lets you engage customers with timely updates and two‑way messaging. When connected to BoldDesk, incoming SMS can be converted into chat conversations, enabling agents to reply from a single inbox for faster service and higher satisfaction.
How it works
- Inbound SMS → Chat conversation: When a customer texts your Twilio number, BoldDesk creates a new chat conversation (or continues an existing one) so your team can reply from the chat module.
- Centralized handling: Agents view and respond to Twilio messages directly inside BoldDesk; multiple Twilio numbers can be managed across brands/groups as needed.
Receive and respond to Twilio messages
- Customer sends an SMS to your Twilio number. BoldDesk creates a chat conversation for that number pair and routes it according to your settings.
- Open the chat module in BoldDesk to view Twilio conversations and reply directly.
Example: Conversation created through Twilio
Supported messaging types
- Text & Emoji: Fully supported for two‑way communication over Twilio SMS.
- Media (MMS): Support depends on your Twilio number’s MMS capability and BoldDesk workspace configuration. Twilio accepts many MIME types (images, video, audio, documents), but the effective MMS size limits vary by carrier and Twilio enforces a 5 MB total limit per message. Keep images small (≤ 600 KB recommended for broad deliverability).
Learn more on Twilio SMS Integration in BoldDesk: Setup & Key Features.
Frequently Asked Questions (FAQs)
1) What happens when a customer texts a Twilio number of a Twilio account configured in BoldDesk?
BoldDesk automatically creates a chat conversation (or continues an existing one), so your team can reply from the chat module.
2) Where do agents read and respond to Twilio messages in BoldDesk?
Agents view and reply to all Twilio messages directly in the chat module’s single inbox.
3) Can we use multiple Twilio numbers with BoldDesk?
Yes. You can manage multiple Twilio numbers and route conversations across brands/groups as needed.
4) What message types are supported over Twilio?
Text and Emoji are fully supported. Media (MMS) works only if your Twilio number supports MMS and your BoldDesk workspace is configured for it.
5) Are there limits for MMS attachments?
Yes. Twilio enforces a 5 MB total per message (text + media). Carrier limits vary, so keep images ≤ 600 KB for best delivery.
