> 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).

# How to connect Twilio

This guide shows you how to connect a Twilio number or Messaging Service to Guestway, so you can text guests from the inbox.

{% hint style="info" %}
**Before you start**

* You have the **Super admin** role, or a role with access to integrations.
* A Twilio account with active billing.
* A Twilio phone number or Messaging Service that only Guestway uses.
  {% endhint %}

## Get your Twilio sender ID

{% stepper %}
{% step %}

### Choose the sender

If you want one number for guest messages, use a phone number. If you want Twilio to pick from a pool of numbers, use a Messaging Service.
{% endstep %}

{% step %}

### Copy its SID

In the Twilio Console:

* For a phone number, go to **Phone Numbers** → **Active Numbers** and copy the Phone Number SID. It starts with PN.
* For a Messaging Service, go to **Messaging** → **Services** and copy the Service SID. It starts with MG.
  {% endstep %}

{% step %}

### Copy your account details

On the dashboard of the Twilio Console, copy the **Account SID** and the **Auth Token**.
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
Guestway overwrites the webhooks of the phone number or Messaging Service you connect. If another application uses it, that application stops receiving its messages.
{% endhint %}

## Connect Twilio to Guestway

{% stepper %}
{% step %}

### Open the integrations

Go to **Settings** → **Organization** → **Integrations** and click **Create**.
{% endstep %}

{% step %}

### Choose Twilio

Under **Communication**, click **Twilio**. In **Integration name**, keep the suggested name or enter your own.
{% endstep %}

{% step %}

### Enter the sender ID

Paste the PN or MG SID in **Sender ID**. You cannot change it later.
{% endstep %}

{% step %}

### Connect your account

Click **Login with Username & Password**. Paste the **Account SID** and the **Auth Token**, and click **Authenticate**. Then click **Finish**.
{% endstep %}
{% endstepper %}

Guest SMS messages to the number now arrive in the inbox.

## Troubleshooting

<details>

<summary>Why do SMS messages not appear in the inbox?</summary>

* Check that the integration is in **Settings** → **Organization** → **Integrations** and is **Active**.
* Check the **Account SID**, the **Auth Token** and the **Sender ID**. If the login is no longer valid, click **Re-authenticate** on the integration.
* Check in Twilio that the account has active billing and the number is not suspended.
* Send a test SMS from your own phone to the number.

For the Twilio error codes, see the [Twilio error reference](https://www.twilio.com/docs/api/errors).

</details>

<details>

<summary>How do I use another number?</summary>

The **Sender ID** cannot change. Delete the integration, and connect Twilio again with the new SID.

</details>

## Related

* [SMS](/integrations/sms.md): providers, webhooks and limits
* [Integrations](/integrations/integrations.md): every field and action
* [Unified AI inbox](/inbox-and-messaging/unified-ai-inbox.md)


---

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