Once you have connected and set up your Twilio account we'll show you how to:
Connect Twilio to your projects
Send Messages
Use messaging with Automations
Plus, why SMS is such an effective marketing tool and how to use it best.
Step 1: Connect Your Twilio Account 🔧
To enable messaging, you need to connect your Twilio account.
Head to your website builder dashboard and navigate to the Settings cog.
Select Applications and scroll down to the Twilio integration tab.
Follow this Twilio setup guide to create your Twilio account if you don’t have one yet.
Copy your Twilio credentials (Account SID, Auth Token, Phone Number) from your Twilio dashboard and paste them into the Twilio application settings.
Here is where you can find the Twilio credentials required. Simply copy and paste the:
Account SID
Auth Token
My Twilio Phone Number
Sending Bulk Messages
If you want to send bulk SMS and WhatsApp messages you will need to add in your Messaging Services ID.
Read more about Messaging Services Here
Step 2: Sending Messages
Great you're all set up and ready to start sending messages to your customers.
To send messages to your customers, you can do so by either sending individual messages or sending in bulk via campaigns and your automation flows.
Send a 1:1 Message
To send individual messages to your customers it works pretty much the same way the individual email does. First head over to your Contacts tab and select a customer you want to send a message to.
Note: You can only send messages to customers who are actively subscribed to email.
To determine if the customer is subscribed, look for a small check icon in the profile image at the top. If this icon is green, the customer is subscribed. You can also manually subscribe them if needed by clicking on the three dots and selecting 'Subscribe.'
Select the messaging channel you want to use to send the message:
SMS
WhatsApp
Voice
Individual SMS
Both SMS and WhatsApp are similar in setup, but they differ when it comes to sending messages. WhatsApp requires you to use message templates and tags to comply with their messaging policy. First, let's send an SMS message.
When sending an SMS you can add tags, send test, and schedule
Add tag: Help keep the message personalized to your customer. When selecting the Add tag button a new window will display, this is where you can use the CRM properties.
Individual WhatsApp
To send a WhatsApp message to your customers, navigate to the Contacts tab and select the contact you want to message. You will now see the customer's individual profile displayed. Click the message icon and select 'Send WhatsApp'.
Just like sending an SMS, you can also send an attachment (Image file) with a WhatsApp message. You’ll also notice a new button displayed: 'Submit Message for Approval.' Once you have finished writing your message, you will need to send it to WhatsApp as a template for verification, which only takes a few seconds. Note: It can sometimes take a little longer, but this is out of our hands, as it’s controlled by WhatsApp.
When you click the 'Submit Message for Approval' button a new window will display. In this window you will need to add some details.
Name:
Example Names:
welcome_messageorder_confirmationshipping_updateaccount_verification
Make sure the name you choose is descriptive enough to convey the purpose of the template but also concise. This will help you easily identify the template when you need to use it later.
Language
Category
The two categories, Utility and Marketing, are designed to classify the type of messages you send via WhatsApp templates. Each category serves a different purpose, and it’s important to choose the right one based on the content of your message.
Summary
Utility: Use for essential, transactional, or account-related messages. It’s about delivering necessary information.
Marketing: Use for promotional and engagement messages aimed at driving sales or customer interaction.
Choosing the correct category is important to comply with WhatsApp’s policies and to ensure your messages are effectively received by your audience.
WhatsApp Templates
Once you have sent a message and had your message/template verified, you will be able to use it again or create new templates for different types of messages, whether they are for utility or marketing.
To reuse a WhatsApp messaging template, simply go to 'Send WhatsApp Message,' and in the messaging window, you will see a new tab and options at the top.
Send a Bulk Message
Not only can you send individual messages to your customers, but you can also unleash the power of mass messaging—just like sending an engaging email campaign! Reach a wider audience and make your communication more impactful!
Setup a message campaign
Navigate to the Email and Automations tab, select 'Campaigns,' and then click on 'Create New.'
Next, you'll need to select the campaign type; in this instance, we will be sending a message, not an email.
Select the channel or type of message you want to send:
SMS Campaign
WhatsApp Campaign
Voice Campaign
Once selected, chose what list/audience you want to send it to.
Just like setting up an individual message for a customer, the process is exactly the same when creating a bulk message campaign.
Once you have created the message you want to send to a selected audience/list you can now go ahead and send or schedule.
Send a Message via Automations
Just like creating an email automation campaign, you can supercharge your workflows by adding SMS, WhatsApp, and even voice messaging into the mix! Expand your reach and engage your audience across multiple channels effortlessly.
Create a new automation flow or add to an existing one. You'll be able to add the messaging components at any stage in your automation flow.
To add a message in to the flow, select where you want to add it. Then select the messaging channel you want to use.
Once you have selected the messaging channel, you can create a new message, or if using WhatsApp, you’ll be able to use any saved templates you’ve created before.