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Twilio

Connect your Twilio account to iClosed and message leads over SMS and MMS directly inside your Unified Inbox

The Twilio integration brings a compliant, scalable SMS/MMS channel into your iClosed Unified Inbox. Every SMS-capable number on your Twilio account becomes available to send from, and replies land straight in your inbox — tracked alongside your calls and contacts, right on the contact's journey.

Twilio is a cloud communications platform that lets businesses add text messaging (and more) to their software through APIs. With this integration you connect your own Twilio account, so you keep full control of your numbers, sender pool, and messaging costs.

Unlike personal-line channels, Twilio is an account-level integration: it's a single workspace-wide connection shared by all your setters and closers, set up once by an admin — the same shape as the Sendblue connection.

⭐ Integration is available with Growth and Business subscription plans — check out the full breakdown here.

Step-By-Step Guide

Navigate to Settings → Integrations → Communication and locate the Twilio card to begin.

This integration consists of two main parts:

  • Connection

  • Post-connection configuration

Step 1 — Connection

Twilio is connected by an admin using your Twilio account credentials.

  1. Click the Integrate button on the Twilio card.

  2. In the Connect Twilio window, enter your Account SID and Auth Token. You can find both on your Twilio Console dashboard (link provided in the window).

  3. (Where prompted) select the Messaging Service or the From number / sender pool you want to send from.

  4. Click Done.

iClosed validates your credentials on save and shows a clear pass/fail state. If the credentials are wrong, the connection is rejected with an error so you can correct them. Your Auth Token is stored securely and is never exposed to non-admin users.

Tip: You can name the integration, so if you connect more than one Twilio account (for separate businesses or brands), each is clearly labeled in the composer.

Step 2 — Post-Connection Configuration

Once connected, you can turn on or off the option to create chats for non-contacts:

When ON (Recommended) Any time a number that isn't in your iClosed Global Data messages your Twilio line, iClosed automatically creates a fresh contact card and opens a live chat in your Unified Inbox.

When OFF Messages from numbers not already saved in your Global Data are ignored.

Disconnecting Twilio

If you need to switch accounts or safely disconnect Twilio from the workspace:

  1. Open the Twilio integration and click the Disconnect (Delete Channel) button.

  2. Confirm your decision in the pop-up modal to sever the connection.

Important Notes

What happens when you disconnect the channel:

  • All previously synchronized messages and media remain safe inside your contact journeys — no customer records are deleted.

  • Your workspace loses the ability to receive inbound messages or send outbound texts through this Twilio line.

  • Automated workflow actions tied to this Twilio channel pause until a replacement channel is selected.

Compliance — A2P 10DLC (US messaging)

This is the most important difference between Twilio and iClosed's other channels, so read it before you start sending.

A2P 10DLC registration is your responsibility, and it's done entirely inside your Twilio account. iClosed only connects to the Twilio account you already own — we don't register, manage, or monitor your compliance, and we can't send on your behalf until your Twilio setup is compliant. If your messages aren't delivering, that's resolved on Twilio's side, not in iClosed.

US carriers require A2P 10DLC registration for application-sent SMS to US phone numbers. Traffic from unregistered numbers is filtered or blocked by carriers, so messages may silently fail to deliver until you complete registration.

You complete registration in the Twilio Console. At a high level you'll:

  1. Create a Customer Profile (Twilio Trust Hub).

  2. Register your Brand (via The Campaign Registry).

  3. Register a Campaign describing how you message leads.

  4. Add at least one registered 10DLC number to the Messaging Service you connect to iClosed.

A few things to plan for on the Twilio side:

  • Privacy Policy and Terms URLs are required. Campaign registration needs a publicly reachable Privacy Policy URL and Terms & Conditions URL (Twilio fetches them). Have these live before you register.

  • Trial accounts can't register, and brand/campaign review can take several days — start early.

  • Opt-out is mandatory and handled by Twilio. Twilio automatically processes STOP / UNSUBSCRIBE / HELP keywords. Once a recipient opts out, you can't message them again, and iClosed reflects that opted-out state on the contact so your team doesn't keep trying.

  • Non-US or different volume? Toll-Free numbers (with separate verification) and short codes are alternatives — see Twilio's documentation for which fits your sending.

Any registration fees and messaging charges for A2P 10DLC are billed by Twilio directly to your Twilio account.

Getting this right in Twilio up front is what keeps your delivery rates high. Unregistered US SMS is the number-one cause of "my messages aren't arriving" — and it's fixed in Twilio, not iClosed.

How to Use Twilio Inside the Composer

Once connected, sending a Twilio message takes moments:

  1. Open any lead thread inside the Unified Inbox.

  2. In the Smart Message Composer, select Twilio as your active channel from the channel switcher.

  3. (If you have multiple numbers) pick the number to send from, or use your default.

  4. Type your message, or use the # shortcut to pull up a message preset. You can add emojis, dynamic variables, and Media Library attachments (sent as MMS).

  5. Press Send.

Outbound Twilio messages appear right-aligned with the Twilio channel icon on the sender avatar, consistent with your other channels. As you type, the composer surfaces SMS segment counting so you can see how many segments a long message will use.

Delivery status updates on each message as Twilio reports it — Sent, then Delivered, or Failed (with the Twilio error surfaced) if it didn't go through.

Note: Standard SMS has no read receipts, so the Read state won't light up for SMS messages the way it can on chat-based channels like WhatsApp.

Workflows & Analytics

  • Workflows: Twilio appears as a selectable channel in Inbox Workflows once it's connected, matching the "only connected channels appear" behavior. Automated Twilio messages are flagged as automated (the "A" avatar), like other channels.

  • Analytics: Twilio message volume feeds your Inbox Analytics — Message Volume, Top Channels, and response-time metrics — and shows as its own channel in Channel Insights, so you can compare reply rates against WhatsApp, email, and your other channels.

Messaging Costs

Twilio is billed the same way as any other paid channel on your plan. Note that Twilio's own usage charges (per-message SMS/MMS fees, number rental, A2P registration fees) are billed by Twilio directly to your Twilio account, separate from iClosed.

FAQs

## Is the messaging working as a 2-way sync? Yes. Inbound and outbound SMS/MMS both appear in the same contact thread in your Unified Inbox.

## Why aren't my Twilio messages being delivered? The most common cause for US numbers is missing A2P 10DLC registration — carriers filter unregistered application traffic. This is resolved in your Twilio account, not in iClosed: confirm your brand and campaign are registered and that the number you're sending from is in the registered Messaging Service. Failed messages surface the Twilio error on the message.

## Which numbers can I send from? Every SMS-capable number on your connected Twilio account is available to send from. You can set a default and switch per conversation where supported.

## Do I need my own Twilio account? Yes. This integration connects your own Twilio account, so you keep control of your numbers, sender pool, and Twilio billing.

## Why can't my team see a "Read" status on SMS? Standard SMS doesn't support read receipts, so iClosed can show Sent and Delivered but not Read for SMS.

## What happens if someone replies STOP? Twilio processes the opt-out automatically and blocks further messages to that number. iClosed reflects the opted-out state on the contact so your team doesn't keep trying.

## Can I connect more than one Twilio account? Yes — you can name each connection so they're clearly separated in the composer.

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