Twilio Phone and texting

Text customers from the repair ticket

Connect your shop's Twilio number for customer texts and pictures. Replies stay with the customer and ticket, and delivery updates show what happened to each message.

Join the waitlist Twilio setup guide

SettingsIntegrations & Shipping

Integrations

Provider overview

Connect the tools your shop already uses for texting, accounting, printing and parts.

All integrations

Twilio (SMS + MMS) Setup help Connected

Text customers from your own Twilio number. Paste your two Twilio keys and your number; we check them and set up message routing for you.

Twilio account AC7f3b…9e21

Texting number +1 (617) 555-0100

Update credentials Test connection Re-wire webhook Disconnect

Text message provider

Provider Twilio Connect a provider and get its texting approval first. Your choice saves right away. Twilio only sends texts.

Sending number +1 (617) 555-0100

Twilio (SMS + MMS) Connected

Twilio accountAC7f3b…9e21

Texting number+1 (617) 555-0100

Fatima Rahman #23103 (617) 555-0123

All456 SMS456

Sep 24

Brightfix RepairSMS10:14 AM

BR

Brightfix Repair: we opened ticket #23103 for you. Reply to this text with any questions or call (617) 555-0100.

Delivered

Brightfix RepairSMS1:36 PM

BR

Brightfix Repair: your estimate for ticket #23103 is ready for review. Review it: app.benchkey.com/portal/23103/Hm2v

Delivered

Today

Fatima RahmanSMS10:31 AM

FR

Do you know when it'll be ready?

Jordan ReyesSMS10:33 AM

JR

We're working on your iPad. We'll text when it's ready. What pickup time works for you?

Delivered

Maria LopezSMS10:41 AM

ML

Here are the pictures of your iPad with the new screen. We're still testing it.SentDelivered

Fatima RahmanSMS10:43 AM

FR

Looks good, thanks for the pictures.

SMS to (617) 555-0123 Sending asMaria Lopez

Write a reply... Here are the pictures of your iPad with the new screen. We're still testing it.

79/1600 chars · 1 segment · GSM-7

IMG_4836.jpg IMG_4837.jpg

Send

The connected Twilio card beside a repair ticket's text conversation, with outgoing pictures, delivery updates and the customer's reply.

Follow text delivery and customer replies

Use the ticket conversation to send updates, exchange pictures and follow message delivery through your shop's Twilio number.

Send and receive texts: Text from the shop's Twilio number. Customer replies join the conversation linked to the customer and repair ticket.
Exchange repair pictures: Send and receive pictures in the conversation, so staff and customers can refer to the same device or part.
Check message delivery: Delivery updates are recorded for each message, so staff can check whether a text reached the customer.

Setup steps

Twilio (SMS + MMS) Setup helpNot connected

Text customers from your own Twilio number. Paste your two Twilio keys and your number; we check them and set up message routing for you.

How to connect Twilio

In your Twilio Console dashboard, copy your Account SID (starts with AC) and Auth Token.

Paste them below, and enter the Twilio number you text customers from.

Click Connect Twilio — we verify the keys and wire the webhook automatically.

Twilio Account SID AC... Starts with AC. Found on your Twilio Console dashboard.
1
Copy your Twilio credentials

Copy the Account SID and Primary Auth Token from your Twilio Console dashboard.
Twilio (SMS + MMS) Setup helpNot connected

Twilio Account SID AC...AC7f3b…9e21

Twilio Auth Token Paste your Auth Token•••••••••••••••••••••••••••••••• Stored encrypted. Found right under the Account SID on the Twilio dashboard.

Twilio number +CountryCode... (e.g. +17329789546)+1 (617) 555-0100 Required. Use international format; BenchKey verifies ownership and SMS support before saving.

Connect Twilio

2
Add your number and connect

Paste the credentials into Twilio's card in BenchKey, enter your Twilio number and choose "Connect Twilio". BenchKey verifies the details and connects incoming messages.
Waiting for carrier approval
US carriers haven't approved your texting number yet (waiting since September 14). Until they do, automatic texts are paused and customers get their updates by email. We check again every few hours, and texting starts again by itself once you are approved.

Check registration in Twilio Try texts again

Twilio (SMS + MMS) Connected

Twilio accountAC7f3b…9e21

Texting number+1 (617) 555-0100

3
Finish registration and test

Complete Twilio business verification and US texting registration where required. After approval, send a test text from a ticket and check the reply.

Before you connect

An upgraded Twilio account with a number your shop owns that supports texting
Your Twilio Account SID and Primary Auth Token
Approved US texting registration, with provider fees billed by Twilio

Included plans

Standard Not included
Pro Included
Business Included

Twilio texting is included in Pro and Business; Twilio bills its own service and carrier registration fees.

Compare plans

Limits and exceptions

Texting only: Twilio does not provide call alerts, recordings, voicemail or transcripts in BenchKey.
No missed-call replies: A Twilio-only setup cannot send automatic replies to missed calls because it does not report calls to BenchKey.
Carrier approval required: While carrier registration blocks delivery, automatic texts pause and status updates go by email instead.

Common questions

Setup guide Twilio texting setup

Is Twilio service included in my BenchKey plan?

The integration is included in Pro and Business. Your shop uses its own Twilio account, and Twilio bills its service and registration fees separately.

Can I send and receive pictures?

Yes. BenchKey supports picture messages through Twilio, with replies linked to the customer and ticket.

Why aren't my texts reaching customers?

Check the message's delivery status and your Twilio business verification and US registration. When carriers refuse texts for pending registration, BenchKey pauses automatic texts and sends status updates by email instead.

Can I use Twilio for calls in BenchKey?

Twilio handles texts and pictures in BenchKey. Calls, incoming call alerts, recordings, voicemail and transcripts are not supported. A Twilio-only setup also cannot send automatic replies to missed calls.