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Connecting Twilio

4 min. readlast update: 10.27.2025

The Twilio integration lets you connect your Twilio numbers to Text App so you can receive and respond to customer messages directly in your inbox. You can manage all conversations, assign them to teammates, and reply faster — without switching between tools.


To get started

You will need a Twilio account and at least one phone number added to your account that can accept SMS messages. With both, you'll be able to receive and reply to text messages.

💡Tip: Learn about country-specific guidelines for phone numbers and SMS.

 

Set up Twilio

1. In Text App, go to Settings > Twilio SMS.

2. Provide Twilio's Account SID and Auth token. 

💡 Tip: Your Account SID and Auth token are available in the Account Info section of your Twilio account.

3. Once connected, your numbers from Twilio will automatically load in Text App. Click Connect next to the phone numbers you want to start receiving messages from.

💡 Tip: If no phone numbers are added in Twilio, go to your Twilio Console and add one first.

 

Twilio messages in Text App

SMS messages from customers will appear like any other chat, marked with the Twilio icon and the customer's phone number instead of their name. Your team can manage the conversation like any other channel, using text, emojis, canned responses, and more. There is a limit of 1600 characters for your Twilio messages.

Disconnecting a Twilio number

You can disconnect a Twilio number to stop receiving messages from it in Text App. The number will remain on your list, and you can reconnect it anytime.

  • To disconnect a number, go to Settings > Twilio SMS, hover over the number you want to disconnect, and click the unlink icon.

  • To reconnect a number, click Connect next to it.

 

Twilio tips and guidelines

Registering a new number

Searching for the number

  1. Go to your Twilio Console and find Phone Numbers in the left bar under the Develop section. 

  2. Click on Manage and then Buy a Number. 

  3. Enter the criteria for the phone number you need. You can also try Advanced options for the desired phone number type (local, mobile, toll-free), address requirements, whether you want it to handle Emergency Calling, and whether you want it to allow beta number results. 

  4. Click Search to find the number.

 

Buying the number

Search results will be displayed with the phone number, location, type, capabilities, and price listed. 

  1. Click Buy to purchase a phone number for your current project or sub-account.

    • To display additional number options, click Refresh results at the bottom of the page.

💡 Tip: Many countries require identity documentation for phone number compliance. After clicking Buy in the Console, you'll need to add the required documentation. For details on the affected countries and number types, visit Phone Number Regulations page.

 

Set SMS Geo Permissions

Twilio lets you send SMS globally, but it's important to manage risks like SMS Pumping Fraud. SMS Geo Permissions help control which countries you can send messages to. 

To reduce fraud, disable countries your business doesn't use often. By default, new accounts can only send messages to the home country verified during signup, but you can adjust SMS Geo Permissions directly in Twilio.

 

💡 Tip: Each country has its own SMS regulations, which may vary by sender type and use case. You're responsible for complying with these regulations. Please review the SMS Guidelines for a country before enabling its SMS Geo Permissions.

💡 Tip: Only users with Account Owner and Account Admin profiles can modify SMS Geo Permissions. Saved changes to SMS Geo Permissions take effect immediately. Disabling permissions for a region will stop SMS from reaching that destination.

 

  1. Go to your Twilio Console and find Messaging in the left bar under the Develop section. 

  2. Click on Settings and then Geo permissions. 

  3. Select the country/region to adjust SMS Geo Permissions by scrolling or using the Filter by Country search. 

  4. Check or uncheck the box next to the country to enable or disable permissions. 

  5. Click the Save geo permissions button and confirm it in the dialog that will open.

 

If a confirmed update to the SMS Geo Permissions is successful, the success alert Messaging geo permissions updated successfully appears in the top right corner of the screen.

 

Enabling High Risk countries

Some countries/regions are marked High Risk due to SMS Traffic Pumping Fraud. Twilio continuously monitors and updates these assessments as conditions change.

To see a tooltip with additional information for a High Risk country/region, click the mark next to its name.

💡 Tip: To further protect against SMS fraud, check out these resources:

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