Twilio Integration
To use Engaging Networks' SMS capabilities, your organisation needs a paid Twilio account with an SMS-capable number, though you can test the integration via their free trial.
Once your account is set up, you can configure SMS sending in Engaging Networks, customise your automated messages and keywords, and set up and send your SMS content.
Set up Messaging Services in Twilio
To add the Twilio integration to your Engaging Networks account, set up a messaging service in your Twilio account and add at least one number to its sending pool. Your Engaging Networks account will use this messaging service to send SMS messages, so you'll need the Messaging Service SID to complete the integration.
To set up your messaging service, please first contact Support, who will provide the correct webhook to use. Webhook URLs differ for clients in the US, US2, and CA data centres, so
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In Twilio, go to: Messaging > Services > Create Messaging Service Step 1: Name the messaging service > Select its purpose > Proceed to step 3 |
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Step 2: Add Sender type: ‘Phone Number’ > Select the required sender phone number and select Add Phone Number |
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Step 3: Select ‘Send a webhook’ and enter the Engaging Networks webhooks into the Request and Fallback URL > Proceed to step 4 Step 4: Click Complete Messaging Service Setup |
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Compliance registration requirements may also apply, depending on your region and phone number type. For example, long code phone numbers in the US need to register for A2P 10DLC.
Twilio rate-limits long code phone numbers, so large SMS sends may experience queue overflow errors. Twilio may recommend acquiring multiple phone numbers and adding them to the Sender Pool within your EN Messaging Service to reduce the load on each number, thereby increasing the delivery success rates.
Disable Twilio opt-out handling
Within Engaging Networks, you can set several properties, including Subscribe, Unsubscribe, and Help keywords. By default, Twilio captures these responses but doesn't notify us when an unsubscribe event occurs.
To enable Engaging Networks to handle these replies, you will need to ask Twilio to disable the default opt-out handling. You may need to explain that Engaging Networks has the necessary webhooks in place to receive unsubscribe requests and update your supporter records accordingly.
Connecting Twilio to Engaging Networks
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Once your Twilio account is set up, please use the Extensions Manager to connect it to your Engaging Networks account. |
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You will need to provide:
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Account settings for SMS sending
SMS Opt in
We recommend setting up a separate Opt-in question to manage subscription to SMS messages. Click here to read more about setting up Opt-in questions in your account.
For all compliance requirements, please refer to Twilio’s guide of requirements by country.
Messages that are undelivered with the following responses will be automatically opted out.
30003 (Invalid number/landline) 30006 (Carrier blocked) 30006 (Unknown destination handset) 30008 (Inactive number)
Keywords for Mobile Responses
Engaging Networks' keywording and unsubscribe feature matches incoming numbers against supporter records. Our systems follow Twilio’s best-practice recommendations for E.164 formatting. To avoid unpredictable behaviour, use E.164 formatting on your account.
You can set up the following keyword once Twilio is integrated with your Engaging Networks account.
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Opt Out Text: Here you can specify the default Opt Out text that will automatically be appended to any SMS that you send. |
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Words that will trigger a subscribe: Here you can select appropiate words to allow a supporter to subscribe to the SMS opt-in question selected when setting up the Twilio integration. |
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Words that will trigger an unsubscribe: Here you can select appropiate words to allow a supporter to unsubscribe from the SMS opt-in question selected when setting up the Twilio integration. |
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Words that will trigger further information: Here you can select appropiate words to allow a supporter to request more information on why they are receiving information from your charity. |
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SMS E.164 Phone Number Formatting
To use SMS in Engaging Networks, the data for your supporter’s mobile number must be mapped against the tagged field in your account data structure called Second Phone Number. You don't need to remove non-mobile numbers from your data, though, as Twilio handles mobile number verification for delivery, including filtering out landlines and inactive numbers.
For SMS campaigns and keywording to work effectively, follow Twilio’s best-practice guidelines for using the E.164 format for all SMS data.
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E.164 Format |
Country Code |
Country |
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+14155552671 |
1 |
US/Canada |
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+447890123456 |
44 |
UK |
In some circumstances, Twilio can send an SMS to numbers that aren't in E.164 format. It does this by assuming that the country code matches the sender code. This means that an SMS sent from a +1 country code number to another +1 number would likely be delivered without a country code, but an SMS sent from a +1 number to a +44 number would not.
While you can send your campaigns this way, it can affect how unsubscribes are managed on your Engaging Networks account, as unsubscribes will be received in E.164 format.
To ensure your SMS unsubscribes automatically update supporter records on your Engaging Networks account, format your SMS sending data in the E.164 format as standard.
Validating SMS on your forms
When adding a field to your forms to capture SMS data, ensure it uses the second phone number tagged data field. We recommend adding the required phone number validator to help maintain consistent formatting.