title: Twilio

description: Twilio is a customer engagement platform used by hundreds of thousands of businesses and more than ten million developers worldwide to build unique, personalized experiences for their customers.

Twilio

Twilio is a customer engagement platform used by hundreds of thousands of businesses and more than ten million developers worldwide to build unique, personalized experiences for their customers.

They are known for democratizing channels like voice, text, chat, video, and email through APIs, making it easy for every organization to build meaningful interactions with customers on the channels they prefer.

Extension settings

In order to set up this extension, you will need:

1. A Twilio API key or auth token which can be found in the Twilio console.
2. Your account SID which can be found in the Twilio console.
3. A phone number to send the message from. This must be a Twilio phone number that you own.

User consent

The extension has some built-in mechanisms to enforce compliance with Twilio's messaging policy.

Opt-out

By default, every text message will be appended with standard opt-out language ("Reply STOP to unsubscribe."). You can specify custom opt-out language within the settings of the extension but make sure the opt-out keywords used are supported. STOP, UNSTOP, UNSUBSCRIBE or CANCEL are the default opt-out keywords supported but Twilio also supports defining custom stop keywords.

If you don't want to append opt-out language to your text messages, set the "Add opt-out language" setting to "Off".

For more information, please visit the Twilio docs.

Sending text messages to recipients that opted out

If you attempt to send a text message to a recipient who has opted out, the message will fail to be delivered and the action will be marked as failed. This is the default behavior of Twilio's API, which prevents sending texts to anyone who has chosen to opt out.

Custom Actions

Send SMS

Send an SMS with Twilio to a recipient of your liking.

Get messages

Get a list of text messages matching the given criteria. Only the last 50 messages are returned.

Send SMS during working hours

This action allows for the scheduling of SMS messages to be sent within the "daily operational hours" of 9 AM to 5 PM. It ensures that text messages are dispatched at appropriate times during the day, avoiding early morning or late-night disturbances to recipients.

Here's how it works:

• If the action is activate during business hours (9 AM to 5 PM), the SMS is sent immediately.
• If activated before 9 AM, the SMS is scheduled to be sent at 9 AM on the same day.
• If activated after 5 PM, the SMS is scheduled to be sent at 9 AM the following day.

This setup ensures that all messages reach your respondents during reasonable daytime hours, enhancing the likelihood of a timely and considerate communication. It's important to mention that messages will still be dispatched over the weekend, but they will adhere to the "business hours" schedule of 9 AM to 5 PM.

Note that scheduling messages with Twilio is only possible if you send text messages using a MessagingServiceSid.