SMS

Brands can strengthen connections and generate prospects by being present on the channels consumers use. Our self-serve SMS connector onboarding process enables brands to effortlessly incorporate this channel.

Brands can now craft a Twilio SMS number and configure it to LivePerson's platform. Create your own Twilio account here, then follow the below steps to get a number and integrate it to Conversation Cloud:

1. Create a Twilio Account

Click here to open a Twilio Account. The Twilio registration page appears.

Provide the required information:

1. First Name: Input your first name.
2. Last Name: Input your last name.
3. Email: Input the email address for your account.
4. Password: Input the password for your account.

Agree to the terms of service and click Start your free trial to create your account. The Check your email page appears.

2. Verify your email address.

Find the verification email in your inbox and click Verify Your Email. 

The Verify your phone page appears.

3. Verify your phone number 

Provide your country code and phone number in the respective fields and click Send Verification Code.

The Enter verification code page appears. 

Provide the code as it appears on your phone and click Submit. The welcome page appears.

4. Get Started with Twilio

Provide the requested information as required:

1. Which Twilio product are you here to use: Select SMS from the dropdown.
2. What do you plan to build with Twilio: Select Contact Center from the dropdown.
3. Which best describes you/your organization: Select as per requirement.
4. How do you want to build with Twilio: Select as per requirement.

Upon filling the required fields, click Get Started with Twilio. The Twilio dashboard appears.

You have successfully created a Twilio Account. You can now proceed to obtaining a phone number for SMS on Twilio.

5. Get an SMS number from Twilio

Click Get phone number. The Twilio phone number is generated.

Ensure that you note down the Account SID and Auth Token provided here.

6. Configure the request URL

Navigate to the following page: https://www.twilio.com/user/account/phone-numbers/incoming. The active numbers page appears.

Click the phone number. The number configuration page appears.

Scroll down to the Messaging sub-header. 

Based on your region, copy the appropriate link below and paste it into the URL field next to the A message comes in option. 

• EMEA (Europe/Middle East/Asia) accounts: https://lo.msg-gw.liveperson.net/api/ACCOUNT#/default/twilio
• North America accounts: https://va.msg-gw.liveperson.net/api/ACCOUNT#/default/twilio
• APAC (Asia Pacific) accounts: https://sy.msg-gw.liveperson.net/api/ACCOUNT#/default/twilio

Click Save configuration. The request URL for the number is configured.

7. Connecting Twilio to Conversation Cloud

Log into your Conversation Cloud account and click Channel Setup under the Manage tab in the hamburger menu.

The Channel Setup page appears.

Scroll down to find the SMS option and click Get Started. The SMS integration page appears.

On the SMS integration page click Get Started. The channel setup wizard appears.

8. Setting up SMS using the Channel Setup Wizard

In the create SMS integration page of the wizard input the following:

1. I have the number through my own Telynx/Twilio account: Ensure that this is turned on to enable the Twilio option.
2. Twilio or Telnyx: Select the Twilio option.
3. Name your integration: Provide the name for your SMS integration in the field here.

Click Next. The configure integration page of the wizard appears.

Provide the information that you noted down in Step 5:

1. Enter phone number: Provide the phone number as provided in Twilio.
2. Twilio account SID: Provide the account SID as provided in Twilio.
3. Twilio Auth Token: Provide the auth token as provided in Twilio.

Click Next. The skill routing page of the wizard appears.

To create a new skill, click Create New Skill, input skill name and skill description and click Create.

Select the target skill from the dropdown and click Next. 

The test integration page of the wizard appears.

9. Testing SMS Integration

Scan the QR Code using your smartphone and send a text message to the number to test your integration.

Click Next in the test integration page to complete the setup. 

You have successfully integrated SMS to the Conversation Cloud using Twilio.