Twilio SMS in a Softphone: Two-Way Texts Beside Your Calls

Many teams already have a Twilio number for texting customers. The problem is usually where the conversations live. Calls happen in a softphone, while texts sit in a separate tool, so context gets lost between the two. SessionTalk can connect your Twilio number to the softphone, so your team sends and receives business texts in the same app they use for calls.

Here's what the Twilio connection does, what it doesn't do and how to set it up. The full steps are in our Twilio messaging setup guide.

What does Twilio SMS in a softphone give your team?

• Two-way texts from your Twilio number. Assign a Twilio number to each softphone account that needs messaging. Customers text that number and see replies from it.
• One app for calls and texts. Texts appear in Messages in the softphone, so a follow-up text after a call happens in the same place.
• Notifications for new texts. On mobile, users can get an alert for a new text while the app is in the background or the phone is locked. It needs internet access, push enabled for the account and notification permission.
• Your PBX stays where it is. SIP calling stays with your existing PBX. Twilio handles the messaging connection only, and the messaging number can be different from the calling number.
• Credentials stay in the portal. Your Twilio Auth Token sits in SessionCloud's provider settings. Users never see it.

Text only for now. In this integration, the Twilio connection supports SMS text messages. MMS attachments are not enabled for Twilio. If your team needs picture messages, compare the connections that support MMS on our softphone SMS and MMS page.

What do you need before you start?

• A Twilio number with SMS enabled.
• The Account SID and Auth Token of the Twilio account that owns the number. If the number belongs to a subaccount, use that subaccount's credentials.
• A BYO PBX project in SessionCloud, plus an app version and portal that support Twilio messaging. If the provider controls are missing, contact SessionTalk to have the feature enabled.

SMS in the SessionTalk softphone is currently available on Android only (app version 8.0.12 or later), and the free app needs the Push and Business options.

How does setup work?

1. Connect Twilio in SessionCloud. In your BYO PBX project, open Provisioning > Advanced > Messaging and enable SMS. Choose Twilio, enter the Account SID and Auth Token, and save.
2. Send incoming texts to SessionCloud. Copy the webhook URL that SessionCloud shows. In the Twilio Console, open the number's messaging settings, set A message comes in to Webhook, paste the URL, select HTTP POST and save. If a Twilio Messaging Service handles incoming messages for that number, check its settings too. The effective destination has to be this SessionCloud connection's URL.
3. Assign the number to a user. Add the Twilio number in full international format (for example +447700900123), with the user's SIP username and SIP domain.
4. Update provisioning. Give that account updated provisioning, or a new QR code created after the assignment is saved. Entering SIP credentials on their own doesn't supply the messaging configuration.

Then test: send a text to a test mobile, reply, lock the screen, reply again and tap the notification. If anything fails, see Troubleshooting SMS.

Twilio 10DLC: who handles registration?

SessionTalk connects your Twilio number to the softphone inbox. It doesn't register brands, campaigns or numbers. If you send business texts from US 10-digit numbers, complete 10DLC (A2P) registration, and any other number requirements, in your Twilio account before you go live. Carrier service, registration and charges stay with Twilio.

Can you add other providers later?

Yes. One BYO PBX project can hold connections to several messaging providers. Each number uses one connection and belongs to one SIP account. See all messaging providers.

You can pair it with a SessionPBX hosted PBX.

FAQ

Can I use my existing Twilio number?

Yes, if SMS is enabled on it. You connect the Twilio account that owns the number, using its Account SID and Auth Token, or the subaccount's credentials if the number belongs to a subaccount.

Does the Twilio connection support MMS?

Not at the moment. In this integration, Twilio provides text SMS. MMS attachments are not enabled.

My number uses a Twilio Messaging Service. What changes?

Check the Messaging Service's incoming-message settings as well as the number's own settings. Incoming texts have to end up at the webhook URL for your SessionCloud connection.

Do my calls have to go through Twilio?

No. SIP calls stay with your existing PBX. Twilio is used only for the messaging connection.

Who handles Twilio 10DLC registration?

You do, in your Twilio account. SessionTalk connects the number to the softphone. Registration stays with your carrier.

Why can users call but not text?

A working SIP login doesn't configure messaging. The account needs an assigned number and updated provisioning from the portal.