Twilio Integration for SMS Notifications
Connect Twilio to Unificus to send SMS notifications and appointment reminders to your contacts.
What is Twilio?
Twilio is a cloud-based communications platform that enables you to send text messages directly to your users through Unificus. By linking your Twilio account to the platform, you can leverage SMS functionality across multiple features.
This integration powers the Send SMS No-Code Automation feature.
How do I set up Twilio?
To use SMS capabilities in Unificus, you’ll first need a Twilio account.
Once your account is created, gather these three pieces of information:
- An upgraded Twilio account
- A Twilio phone number
- Your Account SID and Auth Token
Twilio provides a free trial when you sign up. To move beyond the trial, access the Billing option in the top-right corner and choose Upgrade.
After upgrading, you’ll need to maintain a credit card on file and a positive account balance to send messages. Standard Twilio messaging rates apply.
Getting a Phone Number
You have two options for obtaining a phone number through the Develop tab in the left sidebar:
Option 1: Purchase a new number
Navigate to Phone Numbers > Manage > Buy a number.
A list appears showing available numbers with their type, capabilities, and associated costs.
Option 2: Transfer an existing number
Navigate to Phone Numbers > Manage > Port & Host > Port in requests.
Select Port a Number to initiate the transfer process.
How do I integrate my Twilio account with the platform?
Go to Flyout Menu > Integrations.
You’ll enter your Account SID and Auth Token here.
To retrieve these credentials, click Account in the top-right corner and select General settings.
Look for the LIVE Credentials section. Click the eye icon next to the Auth Token to reveal it.
Next, select a Phone Number from the dropdown. Note: phone numbers only appear in the dropdown after you’ve entered your Account SID and Auth Token.
Finish by clicking Connect Twilio account.
Setting Geographic Permissions
IMPORTANT: By default, SMS delivery is restricted to recipients in your country. You must configure which countries can receive messages, or sending will fail.
In your Twilio Develop dashboard, go to Messaging > Settings > Geo permissions in the left sidebar.
You can enable specific countries individually or select entire continents.
What else is required to send SMS notifications?
Each contact receiving SMS must have a phone number in the Primary Phone field on their profile. You can populate this field during contact creation (manually, through a Kickoff Form, or via CSV Import) or add it anytime afterward.
Access this information at CRM > Contacts.
Select a contact to view their CRM Dashboard.
You’ll find the Primary Phone field in the Profile Information section.
IMPORTANT: Phone numbers must include the country code. Without it, messages will fail to send.
How do I send SMS notifications?
No-Code Automations
Once Twilio integration is configured, the Send SMS Automation becomes available throughout Unificus. This allows you to trigger text messages based on specific platform events.
Example: When you create an invoice, you can automatically send an SMS once payment is received. You can also add delays or schedule messages for future dates and times.
In most list views, access Automations by clicking Options and selecting Manage Automations.
Click the icon and choose Send SMS.
Choosing Your Sending Method
Decide whether the SMS should go out immediately, after a time delay, or at a scheduled date and time.
Compose your message and use the {x} Insert Placeholder button to add dynamic data.
Optionally, set up email notifications to staff members if the SMS delivery fails. Select from individual staff members and/or teams.
Send Immediately
The SMS is delivered instantly once the trigger condition is met.
Send with Delay
The countdown begins after the trigger activates.
Enter a number in the first field and select Minutes, Hours, or Days from the dropdown.
Send on Schedule
You can specify an exact date and time for delivery.
Manually choose a date using the Date Picker and select a time from the dropdown.
Alternatively, you can select a Date Custom Field from the dropdown instead.
Learn more about Custom Fields
IMPORTANT: If using the scheduling option and the trigger doesn’t occur before your specified date, the SMS will not be sent.
Appointment Reminder Notifications
When you create an Appointment, you can enable Reminder Notifications via SMS, email, or in-app notification. SMS reminders are only available if Twilio is configured.
Learn how to schedule an Appointment
The SMS is sent to the phone number stored in the recipient’s profile:
For Contacts: The Primary Phone field is used. Update this at CRM > Contacts.
For Staff Members: The Phone field is used. Update this at Flyout Menu > Staff Members.