How to set up a Twilio SMS inbox in Front

Overview

Twilio is a service that provides phone numbers to send and receive SMS and calls, built on an API meant for global scale. Front's Twilio channel integration allows you to send and receive SMS messages in an inbox in Front using a regular phone number or a shortcode, and use all the collaborative features of Front just like with email.


Instructions

Step 1

Click into your Personal settings or Company settings, depending on which space you are working with. Admins can also access user settings by following these steps.

Step 2

Click on Inboxes on the left menu and Add an individual inbox or Add a team inbox, depending on which space you're in.

Step 3

Fill out the name and description of your inbox. Click Create.

Step 4

Choose SMS from the channel menu.

Step 5

Go to the Twilio website, and log in.

Step 6

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 7

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 8

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.


FAQ

Does my Twilio history import into Front?

Yes, Front will import 100 of the most recent message of your Twilio history into the Archived tab of the inbox. If you've used another SMS platform, that portion of the history might be importable via API, but feel free to contact us and we'll take a look.

Does Front and Twilio have a full two-way sync?

Not fully. All inbound messages should be received by Twilio and sent to Front. Any outbound messages sent directly from Twilio will only be imported into Front after a new inbound message is received in the conversation. Front will import up to 20 previous messages for any conversation.

Why did message stop coming to Front?

Check that your the webhook in your Twilio settings is filled in with the Front webhook. Since Twilio only allows one webhook per phone number, connecting other apps to this phone number may override Front's webhook, thus stopping Front from receiving your messages.

Why can't I send SMS?

If you ever experience issues sending an SMS message in Front, 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.

How many contacts can I send to at once?

Front allows you to send a single SMS message to 200 contacts at a time.


Pricing

You will need to be on the Prime plan or above to access this feature. Some legacy plans with different names may also have this channel. If you'd like to purchase the feature, you can update your plan in-app or reach out to us.

34replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • 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";

    }

     

    ?>

    Like
  • 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!

    Like
  • 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!

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

    Like
Like1 Follow
  • 1 Likes
  • 3 wk agoLast active
  • 34Replies
  • 11098Views
  • 20 Following