Connecting Twilio

Twilio powers all SMS communication in CE Pro. Connect it to send text messages, receive customer replies, and run automated follow-up sequences.

What Twilio Does in CE Pro

• Sends SMS when you send an estimate — Dual-channel delivery means your customer gets both an email and a text.
• Sends automated follow-up messages — Follow-up sequences use Twilio to text customers on a schedule.
• Receives customer replies — Two-way messaging lets customers respond to your texts.
• Sends ETA notifications — Customers get a text when your crew is on the way.
• Sends review request links — After a job is complete, the system texts a review link to the customer.

What You Need from Twilio

Before you start, gather these items from your Twilio account:

1. A Twilio account. Sign up at twilio.com if you do not have one.
2. Your Account SID. Found on the Twilio console dashboard.
3. Your Auth Token. Found on the Twilio console dashboard.
4. A Twilio phone number. Purchase one in the Twilio console under Phone Numbers --> Manage --> Buy a Number.

How to Connect

1. Go to Settings in the sidebar.
2. Find the Twilio Phone Number setting. You can also navigate to Settings --> Integrations.

1. Enter your Twilio phone number.
2. Click Save.

Note: Your Account SID and Auth Token are configured as environment variables by your administrator. If you are self-hosting, add TWILIO_ACCOUNT_SID, TWILIO_AUTH_TOKEN, and your Twilio number to your environment configuration.

SMS Add-on

SMS messaging requires the SMS add-on on your plan. Check Settings --> Billing to see if it is active.

The add-on includes a monthly message allocation. Usage is tracked automatically. You can see your current usage on the Billing page.

Sending a Test Message

Verify your setup by sending a test:

1. Go to Messages in the sidebar.
2. Search for a contact with a phone number.
3. Type a short test message.
4. Click Send.
5. Verify the message arrives on the recipient's phone.

Two-Way Messaging

When a customer replies to your SMS, their reply appears in the Messages inbox automatically. The system matches replies by phone number and links them to the correct customer conversation.

You do not need to do anything special to enable two-way messaging. It works as soon as Twilio is connected and your webhook is configured.

TCPA Compliance

CE Pro handles opt-out requests automatically. If a customer texts STOP, UNSUBSCRIBE, or similar keywords, the system:

• Opts them out of all future SMS.
• Suppresses any active follow-up sequences.
• Flags the customer record so you know they opted out.

Do not send SMS to customers who have opted out. The system enforces this automatically, but you should also respect opt-out requests you receive through other channels.

Troubleshooting

SMS not sending

• Verify your Twilio credentials are correct (Account SID and Auth Token).
• Confirm the SMS add-on is active on your plan.
• Check your Twilio console for any account suspension or balance issues.

Customer replies not showing

• Check that the Twilio webhook is configured to point to your CE Pro instance.
• Look for the message in the Twilio console under Messaging --> Logs.
• The inbox polls every 15 seconds. Wait a moment and check again.

Wrong phone number appearing

• Verify the number format in the customer record. Use 10 digits with no country code prefix.
• If a customer has multiple phone numbers, make sure the primary number is correct.