Introduction

Twilio is a leading communication platform that empowers businesses to connect with their users through various channels, including SMS. This document highlights the integration of CleverTap and Twilio, empowering businesses to elevate their SMS communication using Twilio's infrastructure.

Prerequisites for Integration

Before you begin with integration, ensure you have:

• A Twilio account with SMS permissions
• A CleverTap account with SMS setup enabled

Twilio Setup

This process involves the following three significant steps:

1. Find Twilio Details
2. Add Twilio Details on CleverTap Dashboard
3. Send a Test SMS

Find Twilio Details

CleverTap recommends keeping the Twilio account handy before configuring it on the CleverTap dashboard. To locate these details, navigate to the Console page from the Twilio dashboard:

• Account SID
• Auth Token
• My Twilio phone number

Add Twilio Details on CleverTap Dashboard

To add Twilio details on the CleverTap dashboard:

1. From the CleverTap Dashboard, navigate to Settings > Channels > SMS.
2. Click +Add Provider. The Add SMS provider page opens.

3. Under Setup, enter the following details:

4. Click Save to save the details.

Send a Test SMS

To ensure that the integration is successful, send a test SMS as follows:

1. Click the Send Test SMS hyperlink before creating SMS campaigns and journeys.
2. Enter the following details:
   • Country Code and Mobile Number: Enter the country code and mobile number to which you want to send the message.
   • Message: This is a test message.

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Twilio Trial Account

With a Twilio trial account, you can only send SMS campaigns only to numbers registered on the Twilio dashboard.

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Encoding

The messages sent out from CleverTap are encoded in the UTF-8 charset.

Twilio Callbacks

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Public Beta

Currently, this feature is in Public Beta.

The Twilio callback functionality enhances the tracking of SMS interactions originating from the CleverTap dashboard. Twilio's webhooks allow your Twilio phone number to receive incoming text messages. Within CleverTap's setup, the Callback URL is seamlessly generated and prefilled in the provider configuration under Settings > Channels > SMS > +Provider. Users can replace this URL with their own, which must be configured on our end to receive callbacks.

The callback mechanism between Twilio and CleverTap is designed to facilitate communication regarding SMS status updates. The Clevertap callback URL tracks for Delivered (SMS delivered to the user), Failed (SMS delivery error), and Replied (user response to SMS) events from Twilio.

Default Callback URL

In the default setup, Twilio directly sends the information to CleverTap's callback URL. The flow involves the following steps:

1. Twilio generates the callback.
2. Twilio sends the callback directly to CleverTap on the default URL.
3. CleverTap processes the callback.
4. Upon receiving callbacks from Twilio, the comprehensive stats are displayed on the CleverTap dashboard. For more information, refer to Stats.

Custom Callback URL

Twilio sends the callback to a custom URL, which may belong to your customer. The customer is then responsible for replaying the callback to CleverTap. The flow is as follows:

1. Twilio generates the callback.
2. Twilio sends the callback directly to the customer's custom URL.
3. The customer's custom URL relays the callback to CleverTap.
4. CleverTap processes the callback.
5. Upon receiving callbacks from Twilio, the comprehensive stats are displayed on the CleverTap dashboard. For more information, refer to Stats.

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Callback Data Passing

When the callback is sent through a custom URL, CleverTap's callback endpoint requires all fields from the request payload received from Twilio to be relayed back exactly as received.

Set Up Message Payload

In the Twilio callback integration with CleverTap, you can access dynamic parameters provided by Twilio in callback updates. This applies specifically when using a custom callback URL. Twilio provides meta details that should be forwarded to CleverTap as part of the integration.

• Key Name: meta
• Description: Denotes information that CleverTap uses for attributing delivery, failure, etc., to specific campaigns, profiles, and SMS providers is included in the callback update by CleverTap. CleverTap passes this parameter in the ongoing SMS to Twilio, and Twilio, in turn, passes the same parameter back to the callback URL.
• Sample Value: 919101699729.1200000000.1691686363.20230810.0.wzrk_default.-493000

Sample Request Payload

This section provides information about the sample request payload sent to SMS providers.

Delivered

The following is a sample request payload for Delivered from Twilio.

curl --location 'https://sk1.cb.wzrkt.com/sms/twilio?account=ABC-DEF-WWRZ&meta=9999999999.1200000000.1691686363.20230810.0.wzrk_default.-4930006' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'RawDlrDoneDate=2308102223' \
--data-urlencode 'SmsSid=SMXXXXXXXXXXXXX' \
--data-urlencode 'SmsStatus=delivered' \
--data-urlencode 'MessageStatus=delivered' \
--data-urlencode 'To=00000000000' \
--data-urlencode 'MessagingServiceSid=MGXXXXXXXXXXXX' \
--data-urlencode 'MessageSid=SMXXXXXXXXXXXX' \
--data-urlencode 'AccountSid=AC0000000000' \
--data-urlencode 'From=0000000000' \
--data-urlencode 'ApiVersion=2010-04-0'

Replied

The following is a sample request payload for Replied from Twilio.

curl --location 'https://sk1.cb.wzrkt.com/sms/twilio?account=ABC-DEF-WWRZ&meta=000000000.1200000000.1691686363.20230810.0.wzrk_default.-4930006' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'ToCountry=US' \
--dat	a-urlencode 'ToState=MA' \
--data-urlencode 'SmsSid=SMXXXXXXXXXXXXX' \
--data-urlencode 'FromState=CA' \
--data-urlencode 'FromCity=SAN+FRANCISCO' \
--data-urlencode 'FromCountry=US' \
--data-urlencode 'SmsStatus=received' \
--data-urlencode 'Body=Test+Reply+Message+2' \
--data-urlencode 'To=00000000000' \
--data-urlencode 'MessagingServiceSid=MGXXXXXXXXXXXX' \
--data-urlencode 'MessageSid=SMXXXXXXXXXXXX' \
--data-urlencode 'AccountSid=AC000000000000' \
--data-urlencode 'From=00000000000' \
--data-urlencode 'ApiVersion=2010-04-0'

The following table provides information about the key-value pair present in the above sample request:

For more information, refer to Twilio's request parameter.

Incoming Payload Mapping to System Events

CleverTap maps the following incoming payloads with their respective system events. You can view these on the CleverTap dashboard.

Error Codes

If there is an error in the SMS delivery, these error codes indicate the nature of an error encountered. Each error code corresponds to a specific error description. The error descriptions are displayed within the Errors tab in the campaign stats section in case of delivery-related failures. The following table provides information about the acceptable error codes:

Sample Payload

The following is a sample error payload:

curl --location 'https://sk1.cb.wzrkt.com/sms/twilio?account=WWW-WWW-WWRZ&meta=000000000.1200000000.1691686363.20230810.0.wzrk_default.-4930006' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'ErrorCode=30005' \
--data-urlencode 'SmsSid=SMXXXXXXXXXXXXXXXXXXXXXXX' \
--data-urlencode 'SmsStatus=failed' \
--data-urlencode 'MessageStatus=failed' \
--data-urlencode 'To=000000000000' \
--data-urlencode 'MessagingServiceSid=MGXXXXXXXXXXXX' \
--data-urlencode 'MessageSid=SMXXXXXXXXXXXXXXX' \
--data-urlencode 'AccountSid=AAAAAAA000000' \
--data-urlencode 'From=0000000000' \
--data-urlencode 'ApiVersion=2010-04-0'

Stats

CleverTap displays comprehensive stats such as Errors, Delivered, Clicked, and CTRs upon receiving callbacks from Twilio. After setting up the provider on the CleverTap dashboard, you can view these statistics from the following pages on the CleverTap dashboard:

• Stats tab of the Campaigns. For more information, refer to SMS Stats.

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Note

The stats for Clicked event is available only if you use CleverTap's Click Tracking feature.

• Stats tab under Provider setup. For more information, refer to the Provider Stats.

You can also analyze the Notification Delivered and Notification Replied events by navigating to the Analytics > Events page, as shown in the following image: