SMS/MMS Via Twillio

Channel Capabilities

Twilio supports a variety of capabilities as can be seen in the channel capabilities. The detailed view of each capability is described below:

Plain Text Message

Twilio integration allows Expertflow CX agents to send and receive SMS as a new chat interaction. This also enables to interact within an active conversation if there is any other conversation with the same customer. For one single SMS, the maximum character limit of 160 characters is supported. In case of a message having more than 160 characters will split into multiple messages.

The agent can send a reply back to the customer as an outbound MMS (Multimedia Messaging Service) on the same customer's phone number.

Multimedia Messaging Service

MMS can contain plain text with a maximum character limit of 160 characters and multi media messages as described in channel capabilities with a maximum media size of 5 MB. For multimedia messaging, supported media and accepted media details are described below.

The content of supported media files will be received and displayed in the same way on the destination device whereas the the content of accepted media will be accepted not rejected but will be displayed as per destination device compatibility. In such cases, multimedia messages will only be shown as an External Media Link because of the destination device is not compatible.

Twilio Supported Media

```
image/jpeg
```
```
image/jpg
```
```
image/gif
```
```
image/png
```

Accepted Media

Media Type
Video Message	video/mpeg video/mp4 video/quicktime video/webm video/3gpp video/3gpp2 video/3gpp-tt video/H261 video/H263 video/H263-1998 video/H263-2000 video/H264
Audio Message	audio/basic audio/L24 audio/mp4 audio/mpeg audio/ogg audio/vnd.rn-realaudio audio/vnd.wave audio/3gpp audio/3gpp2 audio/ac3 audio/webm audio/amr-nb audio/amr
Image Message	image/bmp image/tiff
Text Message	text/vcard text/x-vcard text/csv text/rtf text/richtext text/calendar text/directory

Configuring Twilio

Using a Twilio phone number

The business will need a Twilio Account with a phone number configured on it. Once the Twilio Account is set up, now configure the SMS/MMS channel from Unified Admin Console

All the things are set up. Now, one can be able to receive messages from Twilio phone number and reply via any of the configured business system integrations.