How to create a SMS channel with Twilio?

Step 1. Go to "Settings" page by clicking the settings icon in the left sidebar.

dashboard

Step 2. Select "Inboxes" from left side panel and Click on "Add Inbox" button.

inbox_settings

Step 3. Click on the SMS Icon.

inbox_settings

Step 4. Select Twilio as the provider option and Configure the inbox.

These are the inputs required to create this channel:

Input	Description	Where can I find it
Channel Name	This is the name inbox, this will be used across the application.	N/A
Phone Number	This is the number you will be using to communicate with your customer. This has to be verified in Twilio.	Enter your number as in the Twilio Dashboard
Account SID	Account SID in Twilio Console	Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token
Auth Token	Auth token for the account	Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token

Click Create Twilio Channel after filling in the information.

create_twilio

Step 5. "Add agents" to your inbox.

add_agents

Step 6. Hooray! You have successfully created a whatsapp/sms inbox.

finish_inbox

You will start receiving the messages in the dashboard whenever a customer sends you one.

Step 7. If you want to update the agents who have access to the inbox, you can go to Settings > Inboxes.

inbox_settings

Configuring Chatlake with Twilio Studio

If you are using twilio studio for a custom conversation flow, Updating the webhook url directly will break your exising Integration.

For such cases you can follow the given steps.

twilio_studio

REQUEST METHOD : POST

REQUEST URL: https://portal.chatlake.app/twilio/callback

CONTENT TYPE: Application/JSON

REQUEST BODY: {{trigger.message | to_json }} ( make changes as required based on your flow variables)

HTTP request widget will forward the message body to Chatlake. This will create a conversation in Chatlake from where the agent can reply.