General configuration
This will leverage your account for sending and receiving messages.
Currently our SMS Provider is configured to work with Twilio. We do offer the ability to provide a custom platform for outgoing messages, this can be configured by going to /admin_authenticate_sms_gateway.aspx in the control panel. To configure the Twilio experience, go to Integrated Platforms and then scroll down to Messaging. You can then click on SMS Provider to provide your credentials.
When clicking on SMS Provider, we will prompt you for your Twilio API Keys.
To get started:
you will need to sign up for a new Twilio account at https://twilio.com. If you enter referral E6P3ID you will get $10 credit.
Once you've signed up, add a credit card and activate to a regular account. This will allow you to send to people other than yourself.
You will need the API keys to activate with PV. To get your API Keys, login to the Twilio Console and go to your Account Dashboard.
Here you'll see your ACCOUNT SID with an arrow pointing down.
Click on that arrow to reveal both your SID and Token.
You will need to click the copy button and copy each of these keys into the Peoplevine system. Start by going to the Integrated Platforms section. Find SMS Providera nd click to add the credentials. Then select the provider (in this case Twilio).
Enter the SID in the Account ID field and the Secret in the Auth Token space.
Click on Add SMS Gateway and now when setting up a phone number, sending out messages and receiving messages, we will use your Twilio account.
2. A2P 10DLC Registration
Due to requirements in the US, all clients using Twilio to send SMS to US based customers must register their business and campaigns for outbound messages.
It is now required that anyone sending bulk messages to people in the US must register their campaigns with Twilio and the carriers. Once this is set up, the carriers will start to allow messages from your brand to arrive every time.
To get started, login to your Twilio account click on Develop, Messaging, Regulatory Compliance and then Onboarding.
Start by filling out the required fields to identify your brand and your messaging. You will need key business info such as the FEIN in order to complete this.
If you have not already done so, make sure you select a phone number in the Peoplevine interface. Once selected, you can then assign that phone number to this campaign. This will ensure messages from this phone number, sent via Peoplevine, are not blocked.
We also recommend you review Twilio's Acceptable Use Policy and other guides to ensure messages are delivered to the inbox.
3. Compliance
Twilio require additional steps for compliance. The chart below details what is required. Please ensure that you add the required steps into your existing application/ surveys:
Most notably, you will need to create or update any optin/ optout messaging to include the following text:
'By clicking yes, you agree to receive text messages. Please note that you may be charged additional carrier fees.'
Also include a URL link to your privacy policy and terms or service. If these elements are missing, your A2P 10DLC Registration will likely be rejected.
4. Troubleshooting
Troubleshooting Delivery:
In the future, if members are not receiving SMS (TXT) messages, the first place to look is your Twilio logs. Twilio will log which messages were blocked and the reason for it (ex: using short URLS).
To access your logs in Twilio, navigate to “Monitor” > “Logs” > “Messaging”. Messages that failed to deliver will be marked as “Undelivered”. If all messages are marked as delivered, please reach out to [email protected] with your findings so we can assist your further.