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Version: 10.0

Set up SMS channel integration

Level: beginner
note

This functionality is available for Creatio version 8.3.3 and later.

With the SMS chat channel integration, you can process incoming SMS and MMS messages in the unified Agent inbox panel alongside other chat channels.

SMS channel integration works through Twilio. You need a Twilio account to integrate the SMS channel.

You can sign up for a trial account with limited functionality to get acquainted with the SMS integration features. Connect a real phone number to take full advantage of SMS integration. The SMS integration setup consists of the following steps:

  1. Set up a Twilio free trial account to get acquainted with the integration (optional).
  2. Set up a Twilio business account.
  3. Add an SMS chat channel in Creatio.
Supported MMS content types

The supported MMS content types are quite limited. Learn more about supported file formats in Twilio documentation.

Set up a Twilio free trial account (optional)​

Sign up for a Twilio trial to set up a test integration and get acquainted with the SMS integration. Twilio grants you limited virtual funds to help you review the functionality.

note

Should you decide to convert the account to a full-fledged business account, the trial features and virtual funds will become unavailable. We recommend using separate accounts for working and testing purposes.

  1. Navigate to https://www.twilio.com/try-twilio.

  2. Sign up for a trial account.

  3. Activate a trial number to start using a test phone number (only once).

  4. Specify the endpoint URL for transferring chats to Creatio (only once). Open the Twilio Console and go to Phone numbers → Active numbers → Messaging Configuration. In the A message comes in field, enter the https://sm-receiver.creatio.com/api/webhook/LeadGen/whatsapp value. The SMS and WhatsApp channels share the same Twilio endpoint.

  5. Open the Send an SMS page. Go to Messaging → Try it out → Send an SMS.

  6. Select the active number in the Phone number field.

  7. Switch to the Virtual phone tab.

  8. Send a test message.

    note

    Virtual phone numbers do not support MMS messages.

As a result, you will be able to send and receive test messages through your Twilio trial account.

Set up a business account​

Sign up for Twilio and connect a real phone number to take advantage of all Twilio business features.

  1. Sign up for Twilio.
  2. Add a real phone number. Open the Twilio Console and go to Phone numbers → Active numbers. You can use your own phone number or buy a Twilio number.
  3. Specify the endpoint URL for transferring chats to Creatio (only once). Go to Phone numbers → Active numbers → Messaging Configuration. In the A message comes in field, enter the https://sm-receiver.creatio.com/api/webhook/LeadGen/whatsapp value. The SMS and WhatsApp channels share the same Twilio endpoint.

As a result, Creatio will receive messages sent to your Twilio business number. Learn more in the Twilio documentation.

Add an SMS channel in Creatio​

Before you start setting up the SMS channel, make sure the following system settings are populated:

  • "Identity server Url" (IdentityServerUrl code) system setting
  • "Identity server client id" (IdentityServerClientId code) system setting
  • "Identity server client secret" (IdentityServerClientSecret code) system setting

If the values of these system settings are not populated, contact Creatio support.

  1. Click the button to open the System Designer.

  2. Click Chat settings.

  3. Click the button in the Channels list. Select "SMS" in the drop-down menu. This will open a mini page with the channel parameters.

  4. Fill out the channel parameters:

    Parameter

    Value

    Phone number

    Your Twilio account phone number.

    Application Id

    The Twilio account SID. Admin button on the top panel of the Twilio account → Account management → Account SID field.

    Token

    The auth token Twilio generates for your account. Admin button on the top panel of the Twilio account → Account management → API keys and tokens → Auth token.

    Queue

    Select the chat queue that will process the messages that come via this channel.

    Language

    Select the expected channel message language. This will let the agents use quick reply templates in the customer language.

  5. Click Save.

As a result, Creatio will connect an SMS channel. You will be able to receive and process test messages.

Process SMS channel chats in the Agent inbox panel​

Processing SMS messages is similar to processing messages in other chat channels. One specific case to consider is the SMS message length limitation. When the message exceeds the limit, it is split and billed as multiple separate messages (while still appearing as a single message in the UI), so the agent will receive a tooltip notification.

See also​

Set up chat processing

Chat access

Set up Facebook Messenger integration

Set up Telegram integration

Set up WhatsApp integration

Work with chats

Contact Center app overview

Chat workflow

Handle sensitive data shared by customers during chat sessions (developer documentation)

Twilio documentation