> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/integrations/sms/twilio-for-sms.md).

# Twilio (For SMS)

### 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](https://www.twilio.com/console) dashboard).
* A Twilio phone number or Messaging Service **dedicated exclusively to Guestway**.

{% hint style="info" %}
**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.
{% endhint %}

***

#### 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:

| Option                | Where to find it                                                                                        | When to use                                                              |
| --------------------- | ------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------ |
| **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

1. In Guestway, go to **Settings → Integrations**.
2. Click **Create** and select **Twilio**.
3. Fill in the connection form:

| Field           | Value                                                            |
| --------------- | ---------------------------------------------------------------- |
| **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.                     |

4. 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.

{% hint style="info" %}
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.
{% endhint %}

***

#### 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:

1. Confirm the integration is listed and active in **Settings → Integrations**.
2. Verify the **Account SID**, **Auth Token**, and **Sender ID** are correct — a typo in any field will prevent the connection.
3. Check that the Twilio phone number or Messaging Service has active billing and is not suspended.
4. 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](https://www.twilio.com/docs/api/errors).

If the issue persists, contact **<support@guestway.io>**.

***

#### 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.

#### <br>


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