Connecting multiple Twilio SMS accounts and inboxes

The instructions below are for desktops and laptops only.

You can add multiple Twilio SMS accounts to your tawk.to inbox and manage your customer conversations in one central location.

Once Twilio SMS is connected to tawk.to, you can add unlimited Twilio accounts, each with unlimited inboxes.

If you haven’t connected Twilio SMS to tawk.to yet, see this guide for detailed steps:

Connecting Twilio SMS to your tawk.to Inbox

Follow these steps to add a new Twilio account to your channels list:

2. Select the correct property.

3. Click Administration on the top menu.

4. In the left menu, click Twilio SMS under Channels. 

5. Click + Connect at the top-right corner.

6. Select + Connect new Account from the Account dropdown.

7. Enter your Account SID and Auth Token. Then, click Next to continue the setup.

8. Enter your Phone Number.

9. Enter the Inbox Name and click Connect.

10. After a successful connection, your new account and inbox will appear in the channels list in the left menu.

Follow these steps to add a new inbox to a connected Twilio account:

2. Select the correct property.

3. Click Administration on the top menu.

4. In the left menu, click Twilio SMS under Channels.

5. Click + Connect.

6. Under Account, select the correct Twilio account, and enter the following details:

- Phone Number: The phone number purchased from your Twilio account. Ensure this number is SMS-enabled.
- Inbox Name: An alias name for your inbox.

Then, click Connect.

You can find your Phone Number on your Twilio dashboard.

7. After a successful connection, your new inbox will appear in the channels list in the left menu.

• You must have the necessary permissions and credentials to add new accounts and inboxes.
  
  

• Ensure your Twilio phone numbers are SMS-enabled.
  
  

• Check if you have sufficient credits in your Twilio account to send and receive messages.
  
  

• Test your connections to ensure that messages are being sent and received correctly.

If your messages aren’t going through via the Twilio SMS channel, check the following:

• Check your settings at Administration > Channels > Twilio SMS.
  
  

• Ensure you’ve granted tawk.to the necessary permissions.
  
  

• Ensure your Twilio account is active, connected, SMS-enabled, and has enough credit.
  
  

• For international messages, check if the destination country supports SMS via Twilio and if the phone number is set to receive international SMS.

See this guide to learn more about troubleshooting message delivery issues:

Twilio SMS: Troubleshooting message delivery issues

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