Connecting an SMS inbox
An SMS inbox connects a phone number you rent from Twilio or Bandwidth. Text messages to that number arrive as conversations, and your replies go out as SMS.
Before you start
You need an account with one of the two providers, a phone number bought there, and the credentials from its console: for Twilio the Account SID and Auth Token (or an API key), for Bandwidth the Account ID, API Key, API Secret and Application ID.
1. Add an SMS inbox
Go to Settings → Inboxes → Add Inbox and choose SMS. Under API Provider, pick Twilio or Bandwidth.
2. Enter the provider details
| Twilio | Bandwidth | |
|---|---|---|
| Name and number | Inbox Name, Phone Number (with country code) | Inbox Name, Phone number |
| Credentials | Account SID and Auth Token | Account ID, API Key, API Secret, Application ID |
| Options | Use a Twilio Messaging Service (enter the Messaging Service SID); Use API Key Authentication (API Key SID and API Key Secret) | — |
| Button | Create Twilio Channel | Create Bandwidth Channel |
3. Add agents and paste the callback URL
Pick the agents who will answer and Add agents. The last step shows a Callback URL: copy it into the messaging webhook of your number in the provider’s console, so incoming texts reach the inbox. Until that is done, you can send but nothing arrives.
After the inbox is live
The inbox’s Configuration tab shows the callback URL again if you need it. Everything else, from Collaborators to Business Hours, is explained in Inbox settings, tab by tab. SMS blasting uses this inbox; see SMS and API blasting.