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</style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- What is the Twilio for SMS Integration?</strong></p><p><strong>- Connecting Twilio</strong></p><p><strong>- Incoming SMS</strong></p><p><strong>- Outgoing SMS</strong></p><p><strong>- Call Notifications</strong></p><p><br></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">What is the Twilio for SMS Integration?</span></strong></p><p>The Twilio for SMS integration can be used to have SMS messages sent to Twilio numbers log tickets in Halo. It also allows agents to respond to users using a SMS message.</p><p><br></p><p><em id="isPasted"><strong>Note: Twilio Trial accounts cannot be used for this integration as trial accounts can only send SMS messages to specific numbers.</strong></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting <strong id="isPasted">Twilio</strong></span></strong></p><p>To begin setup navigate to Configuration > Integration and enable the ‘Twilio for SMS’ module using the '+' icon.</p><p><br></p><div style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; clear: both; cursor: text; overflow: visible; position: relative; direction: ltr; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><div style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; clear: both; cursor: text; overflow: visible; position: relative; direction: ltr; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><p style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px 0px 10.6667px; padding: 0px; user-select: text; overflow-wrap: break-word; white-space: pre-wrap; font-weight: normal; font-style: normal; vertical-align: baseline; font-kerning: none; background-color: transparent; color: windowtext; text-align: left; text-indent: 0px;"><span id="isPasted" style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline-block;'><span style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; position: relative; cursor: move; left: 0px; top: 2px; display: inline-block; text-indent: 0px; width: 601px; height: 336px; transform: rotate(0deg);"><img alt="A screenshot of a computer Description automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzNTAzZWUwLTQyYjItNDU5Yi05M2I5LWM5MWRiNTYxZmI3NSJ9.B8h60oDUGR1ietofXo4VhQJbp8x_WNq0B60KmUtxtqw" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; padding: 0px; user-select: text; border: none; width: 601px; height: 336px; white-space: pre !important;" class="fr-fic fr-dii" width="601" height="336"></span></span><span data-contrast="none" lang="EN-GB" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; font-variant-ligatures: none !important; font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: rgb(68, 68, 68); font-size: 15pt; line-height: 23px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif;"><br></span></p></div></div><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module.</span></strong></p><p><br></p><p>After enabling, click into the module to begin configuration.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyZjNmOTA4LTBjNzktNGNhOS05NmU3LTIzNTIxNWE1YjQzMiJ9.oQEpg35aeTtX6tc4-wsTBjfiltTAjiz8jBGojxRWA4s" class="fr-fic fr-fil fr-dib" width="1403" style="width: 1405px; height: 692.853px;" height="693"></strong><br></p><p><strong><span style="font-size: 10pt;">Fig 2. Integration setup page. </span></strong></p><p><br></p><p><strong>Twilio Account SID</strong> - Enter your Account SID obtained from your <a data-fr-linked="true" href="https://console.twilio.com" id="isPasted" target="_blank" rel="noopener noreferrer">Twilio Console</a>. </p><p><strong>Twilio Auth Token</strong> - Enter an Auth Token or API Key generated from your <a data-fr-linked="true" href="https://console.twilio.com" id="isPasted" target="_blank" rel="noopener noreferrer">Twilio Console</a>. Either method can be used to authenticate the integration, however, <a data-fr-linked="true" href="https://www.twilio.com/docs/iam/api-keys" id="isPasted" target="_blank" rel="noopener noreferrer">Twilio recommends using API Keys to authenticate connections with their API</a>. If using an API Key you will need to generate a key with the type 'Standard' or 'Main'. </p><p><br></p><p>Then you will need to add your Twilio Phone Number(s) and the country dialling code(s). Your phone number can be obtained from your <a data-fr-linked="true" href="https://console.twilio.com" id="isPasted" target="_blank" rel="noopener noreferrer">Twilio Console</a>, along with the dialling code. </p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1ODVlZmI2LTM4YjUtNDYwNi05OGJiLWExZDM4ZGM1YThkYSJ9.UMakMN9XrHhlZGwXeOqlX4xkReHhHdmgIbQYtfhi2Rk" width="480" height="308" style="box-sizing: inherit; border: none; cursor: pointer; padding: 0px; user-select: text; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; width: 480px; height: 308px; white-space: pre !important;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 3. Twilio phone number in console.</span></strong></p><p><br></p><p>Once obtained add each of your numbers and their respective dialling code into the 'Phone Numbers' table in the integration setup. </p><p><br></p><p id="isPasted"><strong><em>Note: The country dialling code must also be specified in the ‘My Twilio Phone Number Field’. </em></strong></p><p><br></p><p>Then choose which of these numbers to use as the default in the 'Default Phone Number' field. </p><p><br></p><p>Now head to the 'SMS' tab. Choose the SMS type you would like the integration to use.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZmUzZjg1LTkwYjAtNGNhZC1hNWIyLTBmNTM1YTNlYmRiZiJ9._jbqxNuWHnviqri10QmAy5duM3x83Cnc8CmW5E5UXis" class="fr-fic fr-fil fr-dib" width="1481" style="width: 1483px; height: 777.387px;" height="777"></p><p><strong><span style="font-size: 10pt;">Fig 4. SMS configuration.</span></strong></p><p><strong><br></strong></p><p><strong>SMS Type </strong>- Controls how SMS replies are sent. Email to SMS will result in an email being sent to the email address of the (user's) phone number that is then converted into an SMS when received. This does not use the API and is not recommended as delivery can be less reliable. Twilio SMS will result in a message being sent from Twilio to the user, using the API to execute the request. This is recommended as delivery is much more reliable. When Twilio SMS is selected, additional configuration is required. </p><p><br></p><p><strong><span style="font-size: 14pt;">Incoming SMS</span></strong></p><p>To allow SMS messages sent to a Twilio number to log tickets in Halo, enable 'Allow creation of Tickets and Actions via inbound SMS'. Then you will need to setup a webhook in Twilio, following the instructions on the integration setup page in Halo to do so (figure 4). </p><p><br></p><p><em><strong>Note: Your own Halo URL needs to prepend /api/notify/twilio.</strong></em></p><p><br></p><p>Once the webhook is setup, choose which ticket type SMS message from Twilio will log and the default user they will be assigned to. </p><p><br></p><p id="isPasted"><strong>Re-open closed Tickets for SMS messages received from a number that has previously logged a Ticket </strong>- When enabled any SMS messages received from users that have previously logged a ticket via SMS will have the old ticket re-opened rather than a new one logged. </p><p><br></p><p><strong><span style="color: rgb(235, 107, 86);">IMPORTANT: In order for texts to match to the correct ticket the phone number against each user's profile must contain the country code. Otherwise the number will not match to a user and new tickets will be created.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Outgoing SMS</span></strong></p><p>The sending of an SMS can be triggered via an action by enabling the ‘Send an SMS option’ and selecting the desired email template.</p><p><br></p><p><span id="isPasted" style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline-block;'><span style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; position: relative; cursor: move; left: 0px; top: 2px; display: inline-block; text-indent: 0px; width: 601px; height: 344px; transform: rotate(0deg);"><img alt="A screenshot of a computer Description automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhNTFmNjQ5LTMxODQtNDdmMi1iM2UzLWI2OWMwMzczNWNhYiJ9.-LjVNgeXzGqqbxSsGB1vlr6bHj4pJqJ1oCQFecZW0dM" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; padding: 0px; user-select: text; border: none; width: 601px; height: 344px; white-space: pre !important;" class="fr-fic fr-dii" width="601" height="344"></span></span><span data-contrast="auto" lang="EN-GB" style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; font-variant-ligatures: none !important; color: rgb(0, 0, 0); font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 12pt; line-height: 18px; font-family: "Times New Roman", "Times New Roman_EmbeddedFont", "Times New Roman_MSFontService", serif;'><br></span></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 5. Send SMS action.</span></strong></p><p><br></p><p>SMS can also be used on notifications to Agents/Users or to the users of services in the Service Catalogue.</p><p><br></p><p><strong><span style="font-size: 12pt;">SMS Templates</span></strong></p><p>Once the Twilio module is enabled, a further field will become available against each of your email templates (Configuration > Email > Email Templates), allowing you to specify the Body of your SMS message. This will be used when this email template is selected for actions configured to send an SMS message. </p><p><img data-fr-image-pasted="true" alt="A screenshot of a mail Description automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyYmU0MDJiLThiOGUtNGExYS05OWY2LWNkN2ExMTBiZTk0YSJ9.01t3fywROWV08vYf8-kihhLkJxNaiPwfST1PkSS-Gpg" width="524" height="475" style="box-sizing: inherit; border: none; cursor: pointer; padding: 0px; user-select: text; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; width: 524px; height: 475px; white-space: pre !important;" id="isPasted" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. SMS body.<br></span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Call Notifications</span></strong></p><p id="isPasted">The Twilio for SMS integration now supports multiple phone numbers, although currently only the default can be used for sending SMS.</p><p><br></p><p>First, create a Notification with the "Default Delivery Method" of "Phone Call". You can then specify which phone number to use to make the call. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4ODdkNWNlLTU5MWMtNDAyNS05OTNlLTljNGU4MDNiYWE5MCJ9.jUZEoiOZECd3d2jL1RCW8lq1dYXWjwNpMz82JYDPHms" class="fr-fic fr-fil fr-dib" width="877" height="249"></p><p><strong><span style="font-size: 10pt;">Fig 7. Creating a call notification.</span></strong></p><p><br></p><p>When making the call, an automated voice will read out the content of the Notification. This is specified in the Email Template linked to the Notification by the "Template for Email/SMS" field. The template message can be edited in Configuration > Email > Email Templates, in the "Call Text" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1NGJjOTFjLWVhNDQtNGMyZi1iYjdmLWViMTBjYTRmMzY5NiJ9.b-UnBDzKFHwY2f8krKWlMjXWSiC4o62akmV98PZYvD8" class="fr-fic fr-fil fr-dib" width="398" height="461"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting the automated call message.</span></strong></p><p><br></p><p id="isPasted">There is also an option to acknowledge the call. On the Notification, set the "Acknowledgement Type" dropdown to "Use number input to acknowledge call".</p><p><br></p><p>This allows you to specify number inputs and map these to actions within Halo. This allows the agent to, for example, assign the ticket to themselves from the call. The call will process the input if they stop typing for a few seconds or press #.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NTA2MmY1LWZmNGMtNGE1MC05M2M2LWFkZTlmYzZhY2RkNyJ9.Tei1OcjeVfugBCQoZXCDyN4IrQUxl16MPc0PfRYGr-o" class="fr-fic fr-fil fr-dib" width="1119" style="width: 1121px; height: 344.997px;" height="345"></p><p><strong><span style="font-size: 10pt;">Fig 9. Acknowledgement options.</span></strong></p><p><br></p><p>Click "Add" on the above table. Set a number input and the text to be said on the call once that number is entered. For example, Press 1 to accept, Press 2 to reject. Set if that input is considered acceptance of the Notification, and choose a Quick Action that is added to the Workflow this is being used for.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4ZjIwODRkLTNkZTctNDVlOC1iZTZiLWZhMjI1Y2UxNmJmZiJ9.opixovs7B4CgvMsYAbTtE51Zlws5_SvKoiVgyH1iN_o" class="fr-fic fr-fil fr-dib" width="707" height="512"></p><p><strong><span style="font-size: 10pt;">Fig 10. Setting the acknowledgement inputs.</span></strong></p><p><br></p><p>Finally, you can specify text to be said after an input is received or no input is received, at the bottom of <strong>Fig 9</strong>. </p><p><br></p><p>The call automatically disconnects after the input, or after the message is read if no input options are specified.</p><p><br></p><p><strong><em>Note: Twilio will only process calls at a rate of 1 per second. If the Notification is sent to a large number of recipients, there will be a delay between notifying them all.</em></strong></p>
