Text messages (SMS) through your own Twilio account

Connect your own Twilio account to text customers payment reminders and service visit notices. STOP replies are honoured automatically, and every text is logged with what Twilio said.

Settings → Text messages. Connect Twilio first, under Integrations.

How do I set it up?

1. In your own Twilio account, buy a number (or set up a Messaging Service).
2. On the Integrations page, open Twilio and enter the Account SID and Auth token (Twilio Console → Account info) and the Sending number or Messaging Service SID, in full international form such as +15551234567. Check and connect checks them with Twilio before storing them encrypted. A company administrator does this — see Connecting Twilio, EasyPost and TaxJar with your own account.
3. On Settings → Text messages, copy the address shown and paste it into your Twilio number's A message comes in webhook (HTTP POST). That is how STOP replies reach IntuBu.

Texts are sent from your Twilio number and billed by Twilio to your account.

What gets texted.

• Payment reminders — tick Text on a reminder step; the customer gets a short text with the amount and the pay link. See Payment reminders and dunning.
• Service visit notices — under Service → Technicians → Service settings, set Customer notices to Text or Email and text. See Service orders and the dispatch board.
• One-off texts — Send a text on this page, for service messages only (people with permission to create or edit sales).

Which number. Reminders use the customer's mobile, then their phone; visit notices use the site contact's phone first. A ten-digit number is taken as North American (+1); anything else needs the + form.

STOP and START. The first text to a number ends with Reply STOP to opt out. A reply of STOP (or UNSUBSCRIBE, CANCEL, END, QUIT) puts the number on the Do not text list, and it is never texted again until it replies START. A number Twilio refuses as opted out is added too, and you can add one by hand. Only an administrator can take a number off the list — and only do that if they asked to be texted again. Twilio's own opt-out handling also applies.

The Messages log lists every text, both ways, with what it was for (Payment reminder, Service notice, Sent by hand, Reply) and its status — Sent, Delivered, Received, Failed, Opted out, No number or Not connected — with the reason underneath.

Without Twilio connected nothing is texted: the reminder Text tick is unavailable, and a visit notice records not texted with the reason. Email still goes as usual.