Need to integrate your Twilio account? Check out the Twilio setup guide.

The SMS Messaging section allows you to create and manage SMS templates that your agent can send to callers during or after a conversation. To enable this feature, you’ll need to connect your Twilio account to your agent.

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Setting up messaging

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Connect your Twilio account

  1. Go to the SMS Messaging section in the Build menu.

  2. Click Connect Twilio Account.

  3. In the pop-up form, fill in the following fields:

    • Account SID: Find this in the “Account Info” section of your Twilio dashboard.
    • Auth Token: Retrieve this from your Twilio account settings.
    • Twilio Phone Number: Provide the number you wish to use for sending SMS messages.

  4. Click Connect to link your Twilio account.

    Connect Twilio account screenshot

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Important for US Numbers: Register for A2P 10DLC

If you are using a US-based Twilio number, you must register for A2P 10DLC to comply with regulatory requirements. Twilio will block SMS messages if this is not completed.

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Register

  1. Go to Twilio’s A2P 10DLC registration page: Twilio A2P 10DLC Registration Guide
  2. Complete brand and campaign registration to comply with US carrier regulations.
  3. Wait for approval (can take a few days).
  4. Once approved, messages will send successfully.

Troubleshooting: If your messages fail to send, check the Twilio logs for these error codes:

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Add SMS templates

Once connected, follow these steps to create SMS templates:

  1. Click Add SMS in the SMS Messaging section.
  2. Fill in the form:
    • Title: A descriptive name for the SMS template (e.g., “reservation_confirmation”).
    • SMS Body: The content of the message. Ensure it is clear and concise.
    • Phone Number: Choose the Twilio phone number associated with this message.
  3. Save the template to make it available during conversations.

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Managing templates

All created SMS templates are listed in the SMS Messaging section. You can:

  • Edit: Modify the title, message content, or associated phone number.
  • Duplicate: Quickly create a copy of an existing template for similar use cases.
  • Delete: Remove unused or outdated templates.

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Using an SMS template

  1. Go to the knowledge base build page

    • Ensure you are on the knowledge base builder page.

  2. Add an action to a knowledge base card

  3. Set SMS action

    • Prompt something like “If someone asks for more details, send” in the action box.
    • Click the + button on the right-hand side of the box and choose SMS > {SMS template title created}.

    Here’s an example of how to construct a prompt for your voice agent to send an SMS:

    After the caller confirms that they would like to receive an SMS message with further details, call {{SMS_template}} to send the SMS out.

  4. Click ‘Save’ and ‘Publish’

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Best practices

  • Clarity: Keep SMS messages brief and directly relevant to the user’s needs.
  • Personalization: Use variables or dynamic fields (e.g., username or account details) to enhance engagement.
  • Compliance: Follow SMS regulations, including providing opt-out options when necessary.

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Example: Integrating call handoffs with SMS

Combine Call handoff functionality with SMS to streamline user interactions:

  1. The agent routes a call to a specific agent or team using Call Handoffs.
  2. At the same time, an SMS template is triggered, sending the caller additional details or confirmation of the transfer.

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Integrating SMS into a function

SMS can be triggered as part of a function using the conv objects:

  • conv.send_sms

  • conv.send_sms_template

    conv.send_sms("+15551234567", "Your request has been processed.")