Twilio SMS/MMS — Integration

Overview

Use Twilio numbers for SMS/MMS in LiveConnect with delivery receipts, media handling, and optional fallback from other channels.

Capabilities

• Two-way SMS with DLR, shortcode/longcode support

• MMS media stored securely via SecureStore

• Keyword-based opt-in/opt-out and compliance logs

• Failover from WhatsApp or web chat on outage

1. 1

   Step 1

   In PulseGate, add a Twilio account SID/token and import the numbers to manage.

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2. 2

   Step 2

   Set webhooks to PulseGate or use verified callbacks.

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3. 3

   Step 3

   In LiveConnect, add **Twilio SMS/MMS** and select numbers to assign to queues.

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4. 4

   Step 4

   Create macros for OTP, shipping updates, and outage notices.

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5. 5

   Step 5

   Send a test SMS and validate delivery and agent notifications.

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Limitations

• Carrier throughput and A2P registration may affect delivery speed.

• Regional regulations require consent capture and record-keeping.

FAQs

Pricing