Overview
The SMS channel enables your organization to send and receive text messages through Support Portal using Twilio as the underlying carrier API. Once configured, inbound SMS messages create conversations in the Dashboard, and Agents can respond directly. Support Portal also supports Bandwidth as an alternative SMS provider.
Prerequisites
- A Twilio account with an active SMS-capable phone number. If you do not have an account, register at twilio.com.
- The following Twilio credentials: Account SID, Auth Token, and the phone number provisioned for SMS.
- An active Support Portal account with permission to create Inboxes (see Adding Inboxes).
Configuration Steps
1. Initiate Inbox Creation
Navigate to Settings > Inboxes and select Add Inbox.
2. Select the SMS Channel Type
From the channel selection interface, select the SMS icon.
3. Choose the API Provider
Select Twilio from the provider dropdown.
4. Provide Twilio Credentials
The configuration interface presents the following fields:
| Parameter | Source |
|---|---|
| Account SID | Twilio Console — Account Info section. |
| Auth Token | Twilio Console — Account Info section. |
| Phone Number | The Twilio phone number in E.164 format (e.g., +15551234567). |
Select Create Twilio Channel to proceed.
5. Assign Agents
Add one or more Agents to the Inbox.
6. Configure the Webhook in Twilio
After Inbox creation, navigate to Settings > Inboxes > [SMS Inbox] > Configuration and copy the webhook URL.
In the Twilio Console:
- Navigate to the phone number's configuration page.
- Under the Messaging section, provide the webhook URL from Support Portal as the destination for incoming messages.
- Save the configuration.
Bandwidth Provider (Alternative)
Support Portal also supports Bandwidth as an SMS provider. When selecting Bandwidth from the provider dropdown, the configuration interface presents provider-specific credential fields. Complete the required fields and proceed with the standard Inbox creation workflow.
Twilio Studio Integration
If your organization uses Twilio Studio for custom conversation flows, updating the webhook URL directly may disrupt existing Studio flows. Instead, configure an agent handoff within your Studio flow:
- Identify the step in your flow where agent handoff should occur.
- Add an HTTP Request widget configured to POST to the Support Portal webhook URL.
- Ensure the flow handles subsequent user responses to agent replies appropriately.
Expected Behavior
Once configuration is complete, inbound SMS messages to the configured phone number create new conversations in the Support Portal Dashboard. Agent replies are delivered to the customer's mobile number through the Twilio API. All standard features — including labels, macros, and automation rules (see Automation) — apply.
Governance Notes
- Third-party data flow: All SMS messages are transmitted through the Twilio (or Bandwidth) API. Message content, phone numbers, and delivery metadata are exchanged between the carrier provider's infrastructure and your Support Portal instance.
- Regulatory compliance: SMS communications are subject to carrier regulations (e.g., TCPA in the United States, GDPR in the European Union). Ensure your SMS usage complies with opt-in/opt-out requirements, message frequency limits, and applicable data protection legislation.
- Cost implications: SMS messages incur per-message charges through your Twilio (or Bandwidth) account. Monitor usage through the provider's billing dashboard.
- Number portability: If you migrate SMS providers, coordinate number porting to maintain continuity of service.