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Twilio & Telnyx

SMS and voice provider setup.
5 min read

Twilio & Telnyx

Overview

ServiceFlow uses Twilio or Telnyx as SMS and voice providers for transactional texts, messaging timeline, payment link SMS, and related automations. Configuration is admin-only under Integrations.
Each company only sees phone numbers that were bought in ServiceFlow or explicitly added for that company. Numbers on a shared Twilio account are not shown to every company automatically.

How to access

Settings → Integrations → Twilio or Telnyx section
Phone numbers can also be managed from:
  • Calls portal → Settings → Twilio / Phone Numbers
  • Marketing portal → Settings → SMS (Twilio phone numbers)

What you can do today

  • Connect Twilio or Telnyx account credentials (Account SID, auth token, messaging service or from-numbers).
  • Buy new Twilio numbers for this company and search available inventory.
  • Add an existing Twilio number you already own to this company only.
  • 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).
  • For US marketing SMS: A2P 10DLC registration on your Twilio account.

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), or use Configure webhooks on each number after you buy/add it.
  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.

Manage phone numbers (Twilio)

Open the phone numbers panel for the company you are working in (Integrations, Calls portal Twilio settings, or Marketing SMS settings).

What the list shows

  • Only numbers bought or Add existing for this company.
  • If Business Phone (company profile Contact Information) is a number you own on Twilio, ServiceFlow attaches it to this company automatically when you save the profile or open the numbers list.
  • Other companies do not see your numbers unless they buy or add the same number themselves.
  • If the list is empty, use Search & buy or Add existing, or set Business Phone to a Twilio-owned number.

Buy a number

  1. Under Search & buy, enter country / area code (optional) → Search.
  2. Choose a number → Buy.
  3. Pick a purpose:
    • Primary — voice + business SMS
    • Marketing — marketing SMS
    • Both — voice/SMS for the business and marketing where configured
  4. The number appears under Your numbers for this company only. Webhooks are applied for the purpose you chose.

Add an existing number

Use this when the number is already on your Twilio account (and paid for) but not yet attached to this company.
  1. Click Add existing.
  2. Enter the E.164 number (and Twilio SID if you have it).
  3. Choose purpose and whether it should be primary.
  4. Save — the number is attached to this company only.

Set primary / configure webhooks

  • Set primary (Calls portal) or Configure webhooks with “set as primary” — updates outbound caller ID and inbound routing for this company.
  • Configure webhooks re-applies SMS/voice URLs for the selected purpose.

Remove from company vs Release

ActionWhat it does
Remove from companyDetaches the number from this company. It stays on your Twilio account and can be added to another company later.
ReleaseRemoves the number from Twilio. You may lose the number permanently. Use only when you intend to give it back.
If a number was incorrectly listed for a company (for example after an older sync), use Remove from company to clean the list without releasing it from Twilio.

Shared Twilio account

If several companies use the same Twilio Account SID, each company still maintains its own inventory. Buying or adding a number for Company A does not put it on Company B’s list.

Verify in app

  1. Open Messaging → send test SMS to your mobile.
  2. Reply—confirm inbound appears in thread.
  3. For voice: place a test call to the company’s primary number and confirm it routes in the Call Center.

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).

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