📝 Overview
Twilio powers two key features: SMS messaging for customer and staff notifications, and identity verification for Multi-Factor Authentication (MFA) via Twilio Verify. Both features require a Twilio account and share the same Account SID and Auth Token credentials.
Each organization will need its own Twilio account to use either feature.
⚠️ Important Note: Twilio charges a per-message fee for SMS. Mobile carriers may also apply additional fees for businesses sending messages through 10-digit phone numbers under the A2P 10DLC framework. For more information, visit Twilio's A2P 10DLC Help Page.
🛠️ Setup
1️⃣ Create and Configure Your Twilio Account
Click the arrow to learn how to create and configure your Twilio account
Click the arrow to learn how to create and configure your Twilio account
Create a Twilio account on Twilio's website
Log into your Twilio Account and go to the console page at https://www.twilio.com/console
Click on the Show link to display the Auth Token
Figure 1 - The Twilio Console Page with where to click to show the Auth Token
Take note of both the Account SID and the Auth Token
Figure 2 - The Twilio Console Page with the Auth Token displayed plus where to click to display Phone Number(s)
Click on the "See all phone numbers link"
Take note of the preferred Phone Number
Figure 3 - The Active Phone Numbers Page
2️⃣ Enable SMS Integration
Click the arrow to learn how to enable the Twilio integration in Dash
Click the arrow to learn how to enable the Twilio integration in Dash
Go to the Integrations & Add-ons page by clicking the Admin drop down menu.
From the Integrations tab you will see the Twilio tile
Figure 4 - Integrations & Add-0ns - Twilio Integration
Click Get Started within the Twilio tile to access the Enable Toggle.
Figure 5 - Twilio Integration Settings Dialog
In the settings dialog, enter your Account SID, Auth Token, and Phone Number.
Click Save Settings. The system will verify your credentials with Twilio. If the information is correct, the integration will be enabled. If not, the dialog will remain open for editing.
Send a test SMS to a staff member to confirm the integration is working.
3️⃣ Set Up Twilio Verify (for MFA)
Twilio Verify is used to send verification codes via SMS or voice call as part of the Multi-Factor Authentication (MFA) process. Complete this section if you plan to use MFA.
Click the arrow to learn how to set up Twilio Verify for MFA
Click the arrow to learn how to set up Twilio Verify for MFA
⚠️ Related Feature - MFA: The MFA feature must also be configured separately to fully enable identity verification for your users. Learn More
In the Twilio Console, navigate to Verify Console Services. If you don't see Verify in the left sidebar, go to Explore Products and pin it.
Click Create new Service + or Create Service Now in the top right corner.
Enter a Friendly Name for the service. This name will be included in the SMS messages sent to users during verification.
Set the Code Length - the number of characters in the verification code. The default is 6.
Click Save. Your new service will now appear in the Services list.
Locate and copy the Verification SID - you will need this when configuring MFA settings.
⚠️ Important Note: Verification codes expire after 10 minutes. This is set by Twilio and cannot be configured.
📊 Reporting
✍️ Note: Twilio billing and usage is managed directly in your Twilio account at twilio.com. This information is not accessible from within the platform.