What this does
The SMS channel lets you send and receive text messages from the Helpdesk inbox using a Twilio phone number.
When to use it
Add SMS for quick notifications, appointment reminders, or when customers prefer texting.
Step by step
- Go to Helpdesk > Settings > Channels
- Click + Add Channel
- Select SMS
- Enter your Twilio credentials:
- Account SID
- Auth Token
- Phone Number — your Twilio number
- Configure the webhook URL in your Twilio account
- Send a test message to verify
- Click Save
Tips
- SMS messages are limited to 160 characters (longer messages are split)
- Incoming SMS appears in the unified inbox
- Use SMS templates for consistent messaging
- Twilio charges per message — monitor your usage