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.

Delivery Callback URL

CleverTap manages delivery callbacks automatically when sending messages through Twilio. No manual setup is required—CleverTap will automatically receive delivery and status updates.

1. Navigate to Settings > Channels > SMS in the CleverTap Dashboard and select Twilio from the provider list.
2. The Inbound Message Callback URL field is preconfigured and non-editable, ensuring that CleverTap receives delivery and status updates automatically.

If needed, you can configure delivery callbacks manually in your Twilio account by setting up a webhook, but this is not required for CleverTap to receive status updates.

Incoming Message Callback URL

To configure the Incoming Message Callback URL for Twilio SMS in CleverTap, follow these steps on the CleverTap Dashboard:

1. Navigate to Settings > Channels > SMS > select Twilio provider from the provider list on the CleverTap Dashboard.

2. The Callback URL field will display a pre-filled, non-editable URL generated by CleverTap. This URL is essential for receiving incoming messages. Copy this URL.

On the the Twilio dahsboard:

1. Navigate to Messaging > Services and select the messaging service you intend to use.

   

2. To set up incoming message callback URL, go to the Integration tab and under Incoming Messages, select Send a webhook > Request URL field enter the Callback URL provided by CleverTap into this field.

   

3. Ensure the HTTP Method is set to POST.

4. Click Save to apply the changes.

By completing these configurations, Twilio will forward incoming SMS messages and delivery statuses to CleverTap, enabling seamless message tracking and response handling within the CleverTap platform.

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=YOUR_ACCOUNT_ID&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: