⚠️ Important Note: Twilio is currently the only supported SMS solution. We are exploring additional SMS options in the future to provide you with more choices.
📝 Overview
Staff can send SMS messages to customers for notifications and reminders using Twilio, a third-party SMS provider. Twilio also powers 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.
🔄 Why Twilio?
Major U.S. carriers such as AT&T, Verizon, and T-Mobile have discontinued support for email-to-SMS gateway services. Because of these carrier infrastructure changes, traditional email-based SMS delivery methods no longer function reliably. Twilio provides a carrier-compliant, direct SMS delivery method that ensures consistent message delivery.
⚠️ 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.
📞 Contacts
💬 Sales
For sales-related questions, please visit this form:
🛎️ Support
For support-related questions, please visit:
💡 Pro Tips
⚠️ Always send a test SMS to a staff member before sending messages to customers to confirm the integration is working properly.
🧠 Keep SMS messages concise and clear. Customers are more likely to engage with brief, direct text rather than lengthy messages.
📌 Check your Twilio A2P 10DLC registration to ensure compliance and minimize carrier fees. Unregistered phone numbers may incur higher per-message costs.
💬 Monitor your Twilio account usage and billing regularly to track SMS costs and adjust sending volume as needed.
⛔ Avoid sending SMS during off-hours unless the message is time-sensitive or urgent. Respect customer preferences and local time zones.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
What happened to broadcast messaging directly from Dash?
Click the arrow to see the answer
Click the arrow to see the answer
Broadcast messaging via email-to-SMS gateways is no longer available. This includes both the broadcast text option from the roster and the text option in the Customer Search Report (Search, Email & Text). Major U.S. carriers discontinued support for email-to-SMS gateway services, which was affecting message deliverability across all broadcast communications. These features have been removed to protect overall deliverability for all messages.
What are my alternatives?
Use Twilio SMS integration to send individual or bulk SMS messages. It's carrier-compliant and reliable.
Continue using email broadcasts for non-urgent communications.
Do I need a separate Twilio account for each organization?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. Each organization needs its own Twilio account. This ensures billing, credentials, and message sending remain isolated per organization. You cannot share a single Twilio account across multiple organizations.
How much does Twilio SMS cost?
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Click the arrow to see the answer
Twilio charges a per-message fee for SMS. The exact cost varies by country and message type. Additionally, mobile carriers may apply extra fees for messages sent through 10-digit phone numbers under the A2P 10DLC framework. For current pricing details, visit Twilio's pricing page or check your Twilio account dashboard. Billing is managed directly in Twilio, not within the platform.
What if my SMS fails to deliver?
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Click the arrow to see the answer
First, confirm:
Your Twilio credentials (Account SID, Auth Token, and phone number) are correct in the integration settings.
The recipient's phone number is valid and in the correct format.
Your Twilio account has sufficient credits or an active payment method on file.
If issues persist, check your Twilio account logs for delivery status details. For technical support, visit the Twilio Help Center.
Can I send SMS to international numbers?
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Click the arrow to see the answer
Twilio supports SMS to many countries, but availability and cost vary by destination. Check Twilio's coverage list to verify if the country you need is supported. International SMS rates are typically higher than U.S. rates.
Can I test SMS before sending to customers?
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Click the arrow to see the answer
Yes. After configuring your Twilio credentials in the integration settings, send a test SMS to a staff member's phone number to confirm the integration is working. This is strongly recommended before sending messages to customers.
What is A2P 10DLC?
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Click the arrow to see the answer
A2P 10DLC (Application-to-Person, 10-Digit Long Code) is a carrier framework that allows businesses to send messages through standard 10-digit phone numbers. Carriers use this system to verify business identity and reduce spam. If your phone number is not registered for A2P 10DLC, carriers may charge additional per-message fees or deprioritize delivery. Register your phone number with Twilio to avoid these surcharges.