Connecting Twilio lets you text guests from a phone number of your own choosing instead of a shared, unbranded one, so your SMS messages feel like they're coming from your business. Where two-way texting is turned on for your account, guests can also text you back.
Twilio is for text messaging only. This integration sends and receives SMS. It doesn't connect phone calls, record calls, or do call tracking. For calls, connect one of the supported phone providers (CallRail, RingCentral, Dialpad, OpenPhone, Vonage, Kixie, or CallTrackingMetrics), or let the AI Callbot answer your phone. See Connect your phone system.
Before you begin. Connecting Twilio requires the Setup integrations catalog permission. It comes with the built-in Owner group, or any custom permission group that includes it. If Integrations doesn't appear under Setup, you don't have that permission yet, so ask an account admin to grant it to you. Learn how to manage permission groups
This is your own Twilio account for SMS, separate from TripWorks's built-in AI CallBot, which provisions its own phone numbers behind the scenes and doesn't use these credentials.
Log in to Twilio and, from the dashboard, select Messaging > Services on the left menu.
Select Create Messaging Service.
Name your messaging service and select a use case, then continue.
On the Add Senders step, choose Phone Number, then continue and add a phone number.
Other sender types (like short codes or alphanumeric senders) aren't guaranteed to work with this integration. Choose Phone Number.
Leave the next step's settings as-is, then select Step 4: Add compliance info.
Complete any country-specific compliance or registration details Twilio asks for, then select Complete Messaging Service Setup.
You'll see a confirmation once the Messaging Service is set up.
Step 2: Add your Messaging Service SID to TripWorks
In Twilio, select Services on the left menu. Copy your Messaging Service's SID (it starts with MG).
In TripWorks, go to Setup Integrations and select Twilio. Paste your SID into the Messaging Service SID field.
Step 3: Add your Twilio Account SID and Auth Token
In Twilio, select your account name in the upper left.
Scroll to Account Info to find your Account SID and Auth Token.
Copy both into the matching fields on TripWorks's Twilio integration screen, then select Save.
Two-way texting
Two-way texting is turned on per account. When it's on for yours, a Two-way texting tab appears on the Twilio integration screen, with the Enable Two-Way Texting toggle, the inbound webhook URL to paste into your Twilio Messaging Service, and a Send test webhook button to check the connection. See Two-way texting for the full setup. If you don't see the tab, contact TripWorks support.
TripWorks sends and receives on the numbers in your Twilio Messaging Service. It doesn't buy or provision numbers for you; you manage those in your Twilio Console.
Example: what this looks like in practice
A booking confirmation goes out from your own number. The guest gets their confirmation text from the number you set up, not a generic shared one, so they recognize your business right away.
A reminder text goes unanswered. You can see in TripWorks whether the guest's carrier delivered the message, instead of guessing why they didn't show up.
A guest calls the number you text from. Calls aren't part of this integration. If you want those calls recorded and linked to bookings, connect your phone provider as well. See Connect your phone system.
Frequently asked questions
Do I need a Twilio account already, or does TripWorks provide one?
You bring your own Twilio account and phone number. TripWorks connects to it using the Messaging Service SID, Account SID, and Auth Token you enter.
Can I reply to a guest's text message?
Guest replies depend on two-way texting, which is turned on per account. If you see a Two-way texting tab on the Twilio integration screen, follow Two-way texting to set it up. If you don't see the tab, contact TripWorks support.
Can I use my own Twilio for phone calls?
No. The Twilio integration is for text messages (SMS) only. It doesn't connect phone calls, call recording, or call tracking. To bring calls into TripWorks, connect CallRail, RingCentral, Dialpad, OpenPhone, Vonage, Kixie, or CallTrackingMetrics, or let the AI Callbot answer your phone. See Connect your phone system.
Can I use Twilio for call tracking?
No. Call tracking works through the seven supported phone providers: CallRail, RingCentral, Dialpad, OpenPhone, Vonage, Kixie, and CallTrackingMetrics. Twilio connects only for texting. A phone service that isn't one of those seven has no direct connection to TripWorks.
Does TripWorks provide the phone number I text from?
Not with this integration. You buy and manage the number in your own Twilio account and add it to your Messaging Service. TripWorks sends from the numbers in that Messaging Service. Without a Twilio connection, TripWorks still sends your guest texts, just not from a number of your own.
Is this the same thing as the AI CallBot's phone number?
No. This integration is your own Twilio account, used for SMS. The AI CallBot provisions and uses its own phone numbers behind the scenes, entirely separate from these credentials.
What sender type should I choose in Twilio?
Phone Number. Other sender types, like short codes or alphanumeric senders, aren't guaranteed to work with this integration.
