Twilio & Telnyx

Overview

How to access

What you can do today

• Connect Twilio or Telnyx account credentials (Account SID, auth token, messaging service or from-numbers).
• Send/receive SMS in Messaging Timeline.
• Deliver payment links and estimate notifications via SMS when workflows enable SMS channel.
• Support call-related features that depend on telephony (see Call Center for the dedicated call-service app).

Prerequisites

• Admin access to Integrations.
• Active Twilio or Telnyx account with a purchased phone number or messaging service.
• TCPA/compliance process for customer opt-in (your business responsibility).
• Webhook URLs reachable from provider (production API host documented in deploy guides).

Step-by-step

Connect Twilio (example)

1. Settings → Integrations → Twilio.
2. Enter Account SID, Auth Token, and From number or Messaging Service SID.
3. Copy webhook URLs shown in UI into Twilio console (incoming SMS/voice as documented).
4. Test send if available → Save.

Connect Telnyx

1. Same path under Telnyx section.
2. Enter API key and connection details per form labels.
3. Configure webhooks on Telnyx portal.
4. Save and test from Messaging.

Verify in app

1. Open Messaging → send test SMS to your mobile.
2. Reply—confirm inbound appears in thread.

Current limitations

• Config-gated — SMS features inactive until provider is connected and numbers provisioned.
• MMS/media support varies by provider and account setup.
• International SMS may need extra carrier registration (10DLC, etc.) outside ServiceFlow.
• You cannot mix Twilio and Telnyx for the same message type simultaneously—choose one primary provider per business.

Roadmap

• In-app 10DLC registration checklist.
• Delivery analytics dashboard.
• Automatic failover between providers (enterprise).

Related features

• Messaging Timeline
• Email & PDF Templates
• Payment Links
• Call Center & AI Receptionist