Configuring Twilio Integration Configuring Twilio IntegrationiSupport integrates with Twilio for sending iSupport notifications and authentication codes to support representatives via SMS (Short Message Services) messaging. Rules with the Notify - SMS action will send the contents of the SMS Text field in the specified notification; if that field is blank or if it is a default notification, the text in the Subject field will be used.
If sending to a support representative, the message will be sent to the following in their Support Representative record: if Twilio integration is configured, the number in the Mobile field; if Twilio is not configured, the address in the Alt Email field; if that is unavailable, the address in the Email field. If sending to a customer, the message will be sent to the following in their Customer Profile record: if Twilio integration is configured, the number in the Mobile field; if Twilio is not configured, the SMS email from mySupport (email to text); if that is unavailable, the address in the Email field.
After signing up at Twilio.com, use the Options and Tools | Integrate | Twilio Integrations screen to set up a number from which iSupport SMS notifications can be sent.
| Name | Enter a name for the Twilio integration. |
| Phone Number | Enter the number for an SMS-enabled mobile phone to which SMS texts will be sent. |
| Account SID | Enter the value for the Account SID from your Twilio.com account dashboard. |
| Auth Token | Enter the value for the Auth Token from your Twilio.com account dashboard. |
| Default | Select Yes to use this Twilio integration phone number for all work items that have not been assigned a Twilio integration phone number via a rule. |
