How to set up a Twilio SMS inbox in Front

Overview

Twilio is a cloud communications platform for building Voice & Messaging applications on an API built for global scale. Put simply, they provide you with phone numbers to send and receive SMS and calls.

What Twilio doesn't provide is an interface for these phone numbers, only an API. Also, Twilio does not offer a way to sync messages to Front if they are sent via their API. Front's Twilio integration allows you to receive SMS messages in an inbox in Front, and if you send messages through Front's API, the message will appear in Front as well.

Front allows you to send a single SMS message to 100 contacts at a time.


Instructions

Step 1

Go into your Settings, select Inboxes, and Add a team inbox.

Step 2

Select SMS.

Step 3

Go to the Twilio website, and log in.

Step 4

You should now be looking at your Twilio console dashboard, which is where you will find your Account SID and Auth Token. Copy and paste those into your Front Twilio settings.

Step 5

Now, we need to retrieve a Phone Number. Going back to the Twilio website, select the # on the side bar. Copy and paste the number you'd like to use into the Front Twilio settings. The format of the number should include the country code and the area code, like this: +1 (123) 456-7890.

Step 6

Click Verify Account. We will then automatically validate these credentials with Twilio. If you receive an error, please double check that you have entered everything correctly.

Your past Twilio history should be imported into Front. If you've used another SMS platform, that portion of the history might be importable via API, but feel free to contact us at team@frontapp.com and we'll take a look.


Notes

  • When the Twilio inbox is set up, Front will automatically import 100 of the most recent messages into your archives.
  • Front and Twilio do not have a full two-way sync. All inbound messages should be received by Twilio and sent to Front. Any outbound messages sent directly from Twilio will be imported into Front after a new inbound message is received in a conversation. Front will import up to 20 previous messages for any conversation.
  • Now that you're using Front to manage your SMS, you can still use another service to manage your calls for the same phone number. Remember to keep the messages request URL we set up for you unchanged or you will not be able to receive your incoming SMS in Front.
  • If you ever experience issues sending an SMS message in Front via Twilio, check the Twilio console for the status of the message you sent. For reference, here's a dictionary of errors and warnings you may experience using Twilio.
  • Front does support shortcode Twilio numbers.
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  • Helena Li Hi - thanks for the reply. Im not sure I explained my issue clearly.

    I use FrontApp to send automated Twilio notifications (I use FrontApp to send so I have a send / receive history in FrontApp). I want to add some photo attachments to the automated notifications I send .... but cannot get the code to work.

    The FrontApp dev who responded before (Jason) said he does not know PHP :( I need some guidance from someone at FrontApp who both knows their product and knows PHP.

    see below for code snippet:

    <?php

    $twilio_url = ';

    $twilio_token = 

     

    $sms_content = 'Twilio testing';

    $user_phone_no = "+12028177617";

    $twilio_data = array();

    $twilio_data['to'] = array($user_phone_no);

    $twilio_data['body'] = $sms_content;

    $twilio_data['attachments'] = array("url"=>"https://tableathome.com/wp-content/uploads/IMG_3888-150x150.jpg","filename"=>"IMG_3888-150x150.jpg");

     

    $curl = curl_init($twilio_url); 

    curl_setopt($curl, CURLOPT_POST, true);

    curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, false);

    curl_setopt($curl, CURLOPT_HEADER, false);

    curl_setopt($curl, CURLOPT_RETURNTRANSFER, true);

    curl_setopt($curl, CURLOPT_HTTPHEADER, array(

                'Authorization: Bearer '.$twilio_token,

                'Content-Type: multipart/form-data',

                'Accept: application/json',

                ));

     

    curl_setopt($curl, CURLOPT_POSTFIELDS, json_encode($twilio_data)); 

    $tw_response = curl_exec( $curl );  

    $twilio_response = json_decode($tw_response);

    print_r($twilio_response);

    if($twilio_response->status == "accepted"){

      echo "test";

    }

     

    ?>

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  • Daniel Swift Thanks, we've received your messages about this, and our engineer is formulating an answer for you :) He is the best person to investigate and get back to you, so we will email you back on the same thread. Thanks for your patience!

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  • info@3xw.nu  i use zapier to pull contact info from a google sheet then populate front contacts ... works like a charm!

    Like
  • Cori Morris how do i add multiple twilio numbers?  it says webhook already associated ...

    Like 1
  • Lauren CaparsoCaparso thank you for the suggestion . I will check that out straight away 

    Like
  • Lauren Caparso Can you please reach out to us at support@frontapp.com and we will help troubleshoot that issue for you directly.

    Like
  • Cori Morris Hello from Tokyo! Can we use Japanese mobile nubmer for Twillio SMS? Maybe not but double checking and hoping so!

    Here Twillio is saying no but...

    https://www.twilio.com/sms/guidelines/jp

    Like
  • Hi from San Francisco Daisuke Ishii since our SMS integration is via Twilio, we would follow any limitations that they have in place when it comes to supported countries. We do have customers in Japan using Front and if I hear of any that have found a way to utilize SMS i'll do my best to update our documentation in the meantime it's not something supported. Thank you for checking in!

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  • Lauren Caparso I have the same issue. What was the solution?

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