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SMS

Let customers reach you via text message. Incoming texts appear in your TrolleyChat inbox just like any other conversation.

What You Need​

  • A Twilio account
  • A Twilio phone number that can send and receive SMS

Setup​

  1. Go to Inbox Settings → Channels → SMS
  2. Enter your Twilio credentials:
    • Account SID
    • Auth Token
    • Phone Number
  3. Click Save

That's it — TrolleyChat handles the rest.

How It Works​

When a customer texts your number, the message appears in your inbox. Your AI assistant can respond automatically, or a team member can reply manually. The customer receives your response as a normal text message.

If you're already in a conversation with a customer via chat, and they text you separately, TrolleyChat links both conversations to the same customer profile.

Troubleshooting​

Messages not arriving​

  • Double-check your Twilio credentials in Inbox Settings → Channels → SMS
  • Make sure your Twilio number has SMS capability turned on
  • Check your Twilio dashboard for any errors or usage limits