Twilio

Twilio provides programmable communication tools for building real-time voice and messaging applications used by millions of developers worldwide. With Ringotel and Twilio integration, you can enable SMS and MMS messaging for softphone users in a few clicks.

How does it work

The Twilio SMS/MMS integration allows you to add your Twilio phone numbers and assign multiple users who will be able to send/receive messages via these numbers.

Step 1. Enable SMS integration for a Ringotel organization.

In the organization where you want to enable the SMS integration, navigate to the connection’s Features settings and set Enable SMS via Integrations. Then, hit Save changes.

Open

Navigate back to the organization’s dashboard and switch to the Integrations tab. Click Set up Integration button on the Twilio panel.

Open

Copy the provided Webhook URL, which we will need in the following steps.

Step 2. Setting up a Twilio account.

Create Messaging Service

Firstly, navigate to your Twilio admin portal (https://console.twilio.com ) → Messaging → Services, and create a new Messaging Service.

On the first step of the Messaging Service Setup, specify a new Messaging Service name and select “Engage in discussion“ as a use case for the service. Click Create Messaging Service.

Next, check the phone numbers to assign this Messaging Serice. You can use the Bulk-add feature to add many numbers at once.

On the third step of the Messaging Service Setup, configure Integration with the Ringotel platform. For Incoming messages, enable Send a Webhook option, and in the Request URL field, enter the Webhook URL you copied from the Ringotel portal in the previous steps. Then, enter the same Webhook URL into the Callback URL field in the Delivery Status Callback section.

Navigate to the next step and complete Messaging Service Setup.

Lastly, navigate to Account → API keys & tokens and copy your Twilio Account SID and Auth Token.

Step 3. Add Twilio SMS Phone Numbers in Ringotel.

Navigate back to your Ringotel Shell portal and enter the copied values of your Twilio Account SID and Auth Token into the SID and Secret fields of the Twilio integration settings accordingly.

Click Save changes.

Manage numbers

Once the integration settings are successfully saved, click the Manage numbers button, add your Twilio phone numbers, and assign users who we will be able to send/receive SMS/MMS via these phone numbers. 

In the Phone number field, specify your Twilio phone number in the E.164 format, for example, +12525425672.

Select Users who will send and receive SMS/MMS via this phone number. You can click Select all to select all users from this connection. 

In the Session stickiness field, specify a timeout during which the subscriber’s phone number will stick to a user who initiated a conversation by sending an outbound message.

Reformat outbound/inbound numbers options allows mitigating chats duplication when, for example, an incoming SMS is coming in one format (e.g., E.164), but users are sending outgoing SMS in another format (e.g., National). In addition, you can set a similar option for calls in the connection’s settings.

Click Save.

You can add more phone numbers by clicking Add SMS number button.

Troubleshooting

Receiving links from Twilio instead of images

To receive images instead of links, please disable the HTTP Basic Authentication for media access in your Twilio portal.