Week 30: Twilio SMS Integration — May 17 – 23, 2025
TL;DR: Two-way SMS is live via Twilio. Appointment reminders, status updates, and customer conversations all work over text. Phone number management is built into Settings.
Highlights This Week
- Integrated Twilio for inbound and outbound SMS
- Built phone number provisioning in Settings
- Implemented appointment reminder sequences (24h, 2h before)
SMS as a Channel
SMS has a 98% open rate — far higher than email. We integrated Twilio to enable: appointment reminders, job status updates, two-way customer conversations, and marketing messages. Each tenant can provision local phone numbers and manage them through the Settings panel.
How It Works
Outbound messages are sent via Twilio’s API with delivery tracking. Inbound messages are received via webhook, matched to a customer by phone number, and routed to the conversation system. Appointment reminders are scheduled automatically when a job is booked.
What’s Next
Voice analytics — understanding call quality and agent performance.