Twilio (For SMS)
How to set up your integration with Twilio
Twilio (For SMS)
Guestway's Twilio integration lets you send and receive SMS messages with guests directly from your Guestway Inbox. Connect a Twilio phone number or Messaging Service, and all inbound texts are routed into Guestway as conversations — replies you send from Guestway are delivered as SMS automatically.
How it works
Guestway registers webhook endpoints on the Twilio phone number or Messaging Service you provide. When a guest sends an SMS to that number, Twilio forwards the message to Guestway in real time. When you reply from the Guestway Inbox, Guestway calls Twilio's API to deliver the response as an SMS to the guest.
Before you start
A Twilio account with active billing.
Your Account SID and Auth Token (found on the Twilio Console dashboard).
A Twilio phone number or Messaging Service dedicated exclusively to Guestway.
Webhook overwrite: Guestway will overwrite the webhook configuration on the Twilio resource you connect. Only use a phone number or Messaging Service that is not already used by another application — any existing webhook on that resource will be replaced.
Step 1 — Get your Twilio Sender ID
Guestway needs the SID of the Twilio resource that will send and receive messages. You have two options:
Phone Number
Phone Numbers → Active Numbers in the Twilio Console. Copy the Phone Number SID (starts with PN).
Best for most setups — a single dedicated number for guest SMS.
Messaging Service
Messaging → Services in the Twilio Console. Copy the Service SID (starts with MG).
Use when you want Twilio to select from a pool of numbers automatically.
Step 2 — Connect Twilio to Guestway
In Guestway, go to Settings → Integrations.
Click Create and select Twilio.
Fill in the connection form:
Account SID
Starts with AC — from your Twilio Console dashboard.
Auth Token
Found alongside the Account SID on the Twilio Console dashboard.
Sender ID
The PN… or MG… SID you copied in Step 1.
Click Submit. Guestway validates your credentials and registers its webhooks on the sender resource.
The integration is now active. SMS conversations will begin appearing in your Inbox.
The Sender ID cannot be changed after setup. To switch to a different phone number or Messaging Service, disconnect the integration and reconnect it with the new SID.
What changes after connecting
Once the Twilio integration is active:
Inbound SMS from guests appear as conversations in your Guestway Inbox, alongside messages from other channels (Airbnb, Booking.com, WhatsApp, etc.).
Outbound replies you send from the Inbox are delivered to the guest as SMS through your connected Twilio number.
Limitations
Messages have a maximum length of 1,600 characters.
Troubleshooting
If SMS messages are not appearing in your Guestway Inbox after connecting:
Confirm the integration is listed and active in Settings → Integrations.
Verify the Account SID, Auth Token, and Sender ID are correct — a typo in any field will prevent the connection.
Check that the Twilio phone number or Messaging Service has active billing and is not suspended.
Send a test SMS to the connected number from a personal phone and check whether it arrives.
For Twilio-specific error codes, see the Twilio error reference.
If the issue persists, contact [email protected].
Related pages
Property Management Systems — configure the PMS integration that powers your Guestway organization.
Unified AI Inbox — where SMS conversations appear alongside all other channels.
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