Before you can add your Twilio SMS numbers to your BYO SMS Twilio integration, you must provision your SMS numbers to use the Genesys Cloud inbound Webhook.  To do so, you provision the appropriate Genesys Cloud Webhook URL for your region on each SMS number. For more information, see the Webhooks article in Twilio docs.

Configure Webhooks for 10DLC numbers

If you are using US 10DLC numbers, which have been registered, then you may discover that Twilio places those numbers in a Messaging Service. In this case, Genesys recommends that you select the Defer to sender’s webhook option in the webhook configuration for the Messaging Service and provision your SMS numbers to use the Genesys Cloud inbound Webhook.

Find the Genesys Cloud Webhook URL for your region

To set up the BYO Twilio SMS integration, perform these steps:

1. Click Admin.
2. Under Integrations, click Integrations.
3. Click Menu > IT and Integrations > Integrations.
4. Click Integrations.
5. Locate the Bring Your Own Twilio SMS Account Configuration tile. If you do not see the Bring Your Own Twilio SMS Account Configuration tile, you must add it.
   1. To add the Bring Your Own Twilio SMS Account Configuration tile, perform the following steps:
   2. Go to the Genesys AppFoundry.
   3. Search for the BYO Twilio SMS integration. To add the BYO Twilio SMS integration to your Genesys Cloud organization, perform the steps in the procedure.
6. Click Install. The Bring Your Own Twilio SMS Account Configuration screen appears.
7. (Optional) On the Details tab, customize the name of your integration and add notes.
   Note: Genesys recommends that you use the name and notes to identify the Twilio account you are using.
8. Click the Configuration tab.
9. Click the Credentials tab.
10. Click Configure. The Configure Credentials dialog box appears.
11. In the Account SID box, type the SID for your Twilio account. 
12. In the Authorized Token box, type the Authorized Token for your Twilio account.
    Note: Genesys Cloud encrypts your Twilio credentials and stores them in a secure environment. For more information, see How does Genesys Cloud handle credentials?.
13. Click OK.
14. Click Save.
15. Set the Status to Active.

After you set up your BYO Twilio SMS integration, you are ready to add your numbers to the SMS Number Inventory. You can only add one number at a time.

To add your SMS numbers, perform these steps:

1. Click Admin.
2. Under Message, click SMS Number Inventory.
3. Click  Menu > Digital and Telephony > Message > SMS Number Inventory.
4. When the SMS Number Inventory page appears, click Add numbers.
5. Click Import. The Import Number dialog appears.
6. From the Integration list, select the integration from which you want to import numbers.
7. From the Type list, select the type of number you are importing.
   • If you select Local, Mobile, or Toll-free:
     • In the Sender ID box, type a number using the E164 format.
   • If you select Shortcode:
     • From the Country list, select the country.
     • In the Sender ID box, type a number.
8. Click Next.
9. If you select Shortcode from the Type list, the Required interaction dialog appears and you must fill in the information on each of the three tabs.
   • On the Help tab:
     • In the Keywords box, enter the help keywords you want to use.
     • In the Message box, enter the message that you want to send to customers in response to a help request.
   • On the Opt-out tab:
     • In the Keywords box, enter the opt-out keywords you want to use.
     • In the Message box, enter the message that you want to send to customers in response to an opt-out request.
   • On the Re Opt-in tab:
     • In the Keywords box, enter the opt-in keywords you want to use.
     • In the Message box, enter the message that you want to send to customers in response to an opt-in request.
10. Click Confirm import. Genesys Cloud retrieves the SMS number data and then returns you to the SMS Number Inventory page. A toast appears at the top of the page telling you that the number import was successful.

For more information, see Manage your SMS long code number inventory.

Deactivating a Twilio SMS integration in Genesys Cloud is temporary. When you deactivate an integration, all numbers imported for this integration are disabled in the SMS Number Inventory. However, while any inbound messages transfer from Twilio to Genesys Cloud, they are dropped. In other words, they will not route to any queues you set up.

If you do not want inbound messages and delivery reports to be sent from Twilio to Genesys Cloud while the integration is deactivated, change the webhooks for the numbers to something other than the Genesys Cloud Webhook URL.

For more information about the Twilio console, see Twilio’s Webhooks article. For more information about how to deactivate an integration, see Edit, deactivate, or delete an integration.

When you delete a BYO SMS Twilio integration in Genesys Cloud, you should change the Inbound Webhook URL for every number in your Twilio console back to its original configuration. If you do not change the Webhook URL, inbound messages will continue to route to Genesys Cloud, where those messages will be dropped. The messages do not route to any queues you set up.

For more information about the Twilio console, see Twilio’s Webhooks article. For more information about how to delete an integration, see Edit, deactivate, or delete an integration.

If you receive an error while you integrate your existing Twilio account into Genesys Cloud, use this table to find out more information.