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Twilio SMS

Last Update a month ago

Connecting Twilio SMS to your tawk.to Inbox Connecting multiple Twilio SMS accounts and inboxes Updating Twilio SMS inbox settings Purchasing Twilio phone numbers Twilio SMS: Troubleshooting message delivery issues

Updating Twilio SMS inbox settings

The instructions below are for desktops and laptops only.

If you're using Twilio SMS with tawk.to to connect with your customers, it's important to know how to manage your inbox settings.


In this guide, we’ll show you how to change the name of your Twilio inbox, update your security key (Auth Token), and even disconnect an inbox if necessary.

Renaming a Twilio inbox

Follow these steps:


1. Log in to tawk.to.

2. Select the correct property.

3. Click Administration on the top menu.

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

5. Your connected accounts and inboxes will appear.

6. To edit an inbox, click the 3 dots icon at the far right and select Edit.

7. Edit the Inbox Name and click Save. Your changes are saved immediately.

Updating your Auth Token

Your Auth Token is like a security key that allows tawk.to to communicate with your Twilio account. If your main Auth Token isn't working, Twilio provides a backup called a "Secondary Auth Token." This helps ensure your SMS communication doesn't get interrupted.

What's a Secondary Auth Token?

Think of it as a spare key. If your primary key isn't working, you can use the secondary one to keep things going. This is especially useful when changing your main security key to keep your account secure without downtime. Eventually, you can even make the secondary token your new primary one.

Follow these steps to update your Auth Token:


1. Log in to tawk.to.

2. Select the correct property.

3. Click Administration in the top menu.

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

5. Your connected accounts and inboxes will appear. 

6. To edit an inbox, click the 3 dots icon at the far right and select Edit.

7. Copy and paste your secondary Auth Token from your Twilio account. If you need help updating your Auth Token, see Twilio’s guide: Auth Tokens and How to Change Them


8. Click Save.

Disconnecting an inbox

If you no longer want to receive messages on a particular SMS inbox or phone number, you can disconnect it from tawk.to:


1. Log in to tawk.to.

2. Select the correct property.

3. Click Administration in the top menu.

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

5. Your connected accounts and inboxes will appear.

6. To disconnect an inbox, click the 3 dots icon at the far right and select Disconnect.

7. Your inbox will be disconnected. You won’t receive messages in this inbox anymore.

If you're having trouble updating your inbox settings, double-check these:

  • Your Twilio login details
    Check your Twilio credentials.

  • Your Twilio account
    Ensure your Twilio account is active and has enough credit to send and receive messages.

If you have feedback about this article, or if you need more help:

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