If you want to pay for your own SMS account, to use your own Caller ID (from number), or use features Syncro doesn't provide, you can integrate your own Twilio account and use that for your SMS needs.

Syncro's “Bring Your Own” (BYO) Twilio integration:

• Gives you control over how inbound SMS is handled.
• Lets you configure multiple inbound and outbound phone numbers.
• Allows you to set up custom autoresponders for when a customer sends in an SMS.
• Integrates with Twilio Studio Flows to create automations based on your needs.
• Supports MMS (in the U.S. and Canada only).

Note: You can use more than one SMS integration in Syncro. However, outbound SMS will use the first integration you have enabled in this list:

1. BYO Twilio
2. Flowroute
3. Syncro's Default SMS provider (Twilio)

So if you're using BYO Twilio, this will be your outbound SMS integration. Inbound SMS will work as expected, even if you use all of the above.

Prerequisites

You must already have your own Twilio account.

Set Up

Enable the Integration

To set up the Twilio integration, follow these steps:

1. Navigate to Admin > Integrations - App Center, then click the Twilio app card.
2. Log into your Twilio account and get your Account SID and the Twilio Auth Token. You'll find these in the Twilio Console:
   
3. Copy/paste these fields from Twilio into Syncro:
   
   Notes: 

• There's also "Required Security Token" you can configure. You may choose your token, or we will set one for you.
• Read the disclaimer and check the box if you want to Enable Twilio Studio Flows. This feature is very technical in nature, and is not for everyone. Syncro's Technical Support will not be able to assist you in configuring this feature, and you may need to hire a developer to help you get it right.

4. Click Save. 
5. Now, you'll set up your Twilio phone numbers.

Configure Your Twilio Phone Numbers

After you've enabled the integration, follow these steps to configure your Twilio Phone Numbers:

1. Enter the following numbers:

• Main Shop - Default Number: This is required. 
  • This phone number should be your main inbound Twilio Number. 
  • Use the Twilio phone number you want your customers to SMS. 
  • It is NOT recommended to use this number for Twilio Studio Flows. 
  • If you only have one Twilio phone number, set enter number here and leave the rest of the options as “Default.”
• Ticket Updates: This number is used for outbound SMS for Ticket Communications and Ticket Automations.
• Appointment Confirmations: This number is used for outbound SMS for  Appointment Reminder Schedules.
• Notification Center: This number is used for outbound SMS for notifications from the Notification Center.
• Marketing Center: This number is used for outbound SMS for Mailer.

2. To finish setting up your “Main Shop - Default Number,” follow these steps:
   1. Copy the red callback URL from the Twilio App page in Syncro. It's below the Required Security Token field and looks like this: https://YOUR_SUBDOMAIN.syncromsp.com/api/v1/twilio/process_sms?token=YOUR_TOKEN
   2. Back in your Twilio Console, follow these steps:
      1. Click the circle with three dots in the middle to open the "All Products & Services" sidebar.
      2. Select "Phone Numbers" under "SUPER NETWORK" to view all your Twilio phone numbers:
         
         Note: If you don't see any numbers, you need to buy some!)
      3. Select the number you set as the “Main Shop - Default Number,” and scroll to the bottom of the page. 
      4. Update the "Messaging" section with the callback URL you copied in step 1:
         
         Note: Be sure to use a "Webhook" and an “HTTP POST.”
      5. Click Save.

Set Up Inbound Rules

You configure how to handle inbound SMS sent into Syncro using Inbound Rules:

• No Matching Customer or Contact: Triggers when the inbound SMS number does not match a Customer or Contact in your account.
• No Open Ticket: Triggers when the inbound SMS number matches a Customer or Contact in your account, and the Customer/Contact does not have any open tickets.
• One Open Ticket: Triggers when the inbound SMS number matches a Customer or Contact in your account, and the Customer/Contact has exactly one ticket open.
• Multiple Open Tickets: Triggers when the inbound SMS number matches a Customer or Contact in your account, and the Customer/Contact has more than one ticket open. When you select “Comment on a Ticket,” Syncro will choose the ticket that currently has the most recent outbound Ticket Communication/Comment.

Specify Autoresponders

The autoresponders correlate directly with the inbound rules you set up. 

If an inbound SMS matches an inbound rule, and the corresponding autoresponder is not blank, it will automatically respond to the inbound SMS with the autoresponder text:

Notes:

• If the autoresponder is blank, Syncro will not send a message.
• SMS template tags are supported in these autoresponders (i.e. {{customer_first_name}}).