Twilio integration in SendX lets you send SMS messages automatically as part of your email workflows. You can now create multi-channel customer journeys that combine email and SMS for more immediate, attention-grabbing communication. This feature helps you reach contacts instantly for time-sensitive messages like order confirmations, appointment reminders, or urgent updates.
This guide will show you how to connect your Twilio account to SendX, set up SMS actions in workflows, and monitor message delivery to ensure your SMS campaigns reach their intended recipients.
Before You Begin
Before setting up Twilio SMS integration with SendX, make sure you have:
Active Twilio account: with verified phone numbers for sending SMS messages.
Twilio credentials ready: Access to your Twilio console to copy your Account SID and Auth Token.
SMS-enabled phone numbers: At least one verified sender phone number in your Twilio account.
Contact phone number data: Custom fields set up in SendX to store recipient phone numbers (like "RecipientPhone").
Understanding of workflow triggers: Know what actions should trigger SMS sends (like list subscription, custom events, etc.).
Step-by-Step Instructions
First, get your Twilio Credentials (Account SID and Auth Token) from the console dashboard
Now go to SendX Settings > Integrations, “Enable” Twilio integration and enter your Twilio Account SID and Auth Token. Then, click Save to complete the integration.
Once done, you can send SMS via SendX Workflows. To send out SMS messages, in action step, select Twilio as the provider > choose "Send SMS" as an action > choose a Twilio sender phone number from the dropdown > choose your contact's phone number field as recipient's phone number > enter SMS content to send.
Activate the workflow and start sending SMS!
Your Twilio integration is now complete! SMS messages will be sent automatically via SendX workflows whenever the specified trigger conditions are met.
Need help? Contact SendX Support anytime!
Tips & Best Practices
Here are some helpful ways to make the most of Twilio SMS integration:
Use SMS for high-priority actions only: Reserve SMS for urgent notifications like abandoned carts, appointment confirmations, or payment failures rather than general marketing.
Set up proper custom fields: Create dedicated phone number custom fields with clear names like "Mobile" or "SMSPhone" for easy identification.
Keep SMS messages concise: SMS has character limits, so write clear, brief messages that get to the point quickly.
Include opt-out instructions: Add phrases like "Reply STOP to opt out" to comply with SMS regulations.
Monitor the contact timeline: Check delivery status in the contact timeline to ensure messages are being sent successfully.
Verify phone number formats: Ensure phone numbers in your custom fields include proper country codes and formatting.
Troubleshooting Common Issues
SMS integration involves external services and phone number validation, so here are solutions to common problems:
Problem: "My Twilio integration won't save or show authentication errors."
Solution: Double-check that you've copied the correct Account SID and Auth Token from your Twilio console dashboard. Ensure there are no extra spaces when pasting the credentials.
Problem: "SMS messages aren't being sent from my workflow."
Solution: Verify that your workflow trigger is set up correctly and that contacts are actually entering the workflow. Also, check that you've selected a valid Twilio sender phone number in the SMS action step.
Problem: "I see 'SMS didn't go out' in the contact timeline."
Solution: This usually indicates an invalid phone number format. Check that the phone number in your custom field includes the correct country code and has no invalid characters. The error reason from Twilio will be displayed in the timeline.
Problem: "I don't see any Twilio phone numbers in the sender dropdown."
Solution: Ensure your Twilio integration is properly saved and that you have verified phone numbers in your Twilio account. You may need to refresh the page or re-add the integration.
Problem: "Contacts aren't receiving SMS even though the timeline shows success."
Solution: Check with Twilio's delivery logs to see if messages are being blocked by carriers. Verify that the recipient phone numbers are active and can receive SMS messages.
Related Articles
Now that you can create custom event segments, here are simple ways to expand your custom events usage:
How to set up a new workflow: Learn the complete process of creating automated workflows that can include both email and SMS actions in this article.
Editing and maintaining the History of a Workflow: Check out this article to learn how to modify your SMS workflows while managing contacts already enrolled in them
How SMS and Email Work to Create the Ultimate Customer Engagement: Understand the strategic benefits of combining SMS and email in your marketing campaigns for maximum impact in this blog.