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Set up SMS

Send and receive text messages through your Twilio account, with fraud protection built in.

2 min read Beta

Available on Starter, Growth, Pro, Enterprise. Compare plans

This feature is still being built. Some steps or screens may change.

With an SMS channel, text messages to your number become tickets, and agents’ replies go back as texts. Triggers and automations can also send a text message.

ChaosDesk sends SMS through Twilio, or through any gateway that speaks Twilio’s Messaging API. Buying a number straight from ChaosDesk is being built. Today you connect your own Twilio account.

Before you start

From your Twilio console you need the Account SID, the Auth token, and either the sending number (for example +27…) or a Messaging Service SID (MG…).

Add the channel

  1. Open Admin Center, Channels, Messaging and choose Add channel.
  2. Pick SMS (Twilio or a Twilio-compatible gateway).
  3. Enter a Name and, as Account id, the sending number or the Messaging Service SID.
  4. Under Credentials, enter the account SID and auth token. Leave the API base empty for Twilio itself.
  5. Save, then copy the channel’s Webhook URL.
  6. In Twilio, set it as the incoming message webhook of the number or Messaging Service.

How SMS tickets work

  • Customers are matched by phone number, so texts from the same number thread into the same ticket.
  • SMS has no reply window: you can answer at any time.
  • Long replies are cut at 1600 characters, Twilio’s limit. Pictures sent as MMS are attached to the ticket.

Send a text from a rule

In a trigger or automation, add the action Text message (SMS), pick the SMS channel and write the message. See Actions you can use in rules.

Fraud protection

ChaosDesk never texts premium-rate, shared-cost or known toll-fraud number ranges, on any account. A blocked message is marked Not delivered with the reason, so the agent sees why.

Twilio charges for the messages you send.

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