SMS Replies

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This article explains how to configure Twilio to allow SMS recipients to respond to your SMS messages and associate the response to their CRM lead or contact records.

To begin, login to your Twilio account. After doing so, go to the Numbers view.

SMS Replies - Numbers Tab

Click the number that is set for incoming messages in AzureSend and enter one of the following URLs in A Message Comes In, depending on your data center:

EU Data Center http://azuresendeventseu.cloudapp.net/SMSIncomingMessageListener.aspx
US & AU Data Center      http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx

 

TwilioSMSReplies.png (PNG Image, 1398 × 202 pixels)

Make sure that on the right side of where you entered the URL, HTTP POST is selected. Save your changes.


Once this is set up, recipients will be be able to send responses to your SMS messages and responses will be stored within your CRM as activities. Go to Workplace > Activities > Change view to Text Message > Received.

activities navigationsms replies

The SMS response activity will be associated with the recipient’s record if the phone number that sent the response and the number in the phone field on their record are formatted identically. The format for the incoming numbers is +15556667777. Plus sign, then the country code, then the number with no spaces or punctuation. If the phone number is written as +1-555-666-7777 in the Contact record, it will not match. To see a better example, send a Text to yourself and then respond to it. You’ll see how its formatted for your country.

NOTE: In order for replies to work, you cannot have the same Twilio account set up as a connector in multiple CRM environments.  If you do, the replies will not come through.


Once this is set up, recipients will be be able to send responses to your SMS messages and responses will be stored within your CRM as activities. Go to Workplace > Activities > Change view to Text Message > Received.

SMS Replies - Activities

The SMS response activity will contain the associated Lead/Contact record in the From field if the phone number that sent the response and the number in the phone field on their record are formatted identically. The format for the incoming numbers is +15556667777 (Plus sign, then the country code, then the number with no spaces or punctuation). If the phone number is written as +1-555-666-7777 in the Contact record, it will not match. To see a better example, send a Text to yourself and then respond to it. You’ll see how its formatted for your country.

NOTE: In order for replies to work, you cannot have the same Twilio account set up as a connector in multiple CRM environments.  If you do, the replies will not come through.