SMS via Twilio

Add SMS as a support channel by connecting a Twilio phone number to Deskwoot. Customers can text your number and your team will manage the conversations from the Deskwoot inbox.

Twilio account setup

If you do not have a Twilio account, sign up at twilio.com. Once registered, purchase a phone number with SMS capability from the Twilio console. Note your Account SID, Auth Token, and the phone number -you will need all three.

Connecting to Deskwoot

In Deskwoot, go to Settings > Inboxes > Add Inbox and select 'SMS'. Enter your Twilio Account SID, Auth Token, and phone number. Click 'Create SMS Inbox'. Deskwoot will configure the Twilio webhook automatically so incoming SMS messages appear in your inbox.

Sending and receiving

Incoming SMS messages create new conversations in your Deskwoot inbox. Agents reply from Deskwoot and responses are sent as SMS through Twilio. Standard SMS character limits apply (160 characters per segment). Longer messages are automatically split into multiple segments by Twilio.

Costs

Twilio charges per SMS segment sent and received. Pricing varies by country. Check Twilio's pricing page for current rates. Deskwoot does not add any additional charges for the SMS channel.