myCRMSIM Twilio Integration & Setup Guide

This guide explains how to connect your own Twilio account to myCRMSIM, import and assign Twilio numbers, configure incoming replies and message routing, use Twilio in automations, integrate Twilio with HighLevel, and verify message delivery.

• Send and receive SMS through your own Twilio numbers.
• Use Twilio alongside Android, iMessage, WhatsApp, and RCS devices.
• Receive replies directly in the correct subaccount conversation.
• Send MMS pictures when the Twilio number supports MMS.
• View whether a message was sent, delivered, or failed.
• See the reason when a message fails, where available.
• Use Twilio as the primary channel or as a backup in Message Routing.
• Trigger follow-up messages through the Send SMS (Twilio) automation action.
• Use Twilio as the Conversation Provider for supported HighLevel subaccounts.

• An active myCRMSIM account with an active plan.
• An active Twilio account.
• At least one SMS-capable Twilio phone number.
• Access to the Twilio Console.
• Your Twilio Account SID.
• Your Twilio Auth Token.

1. Sign in to the myCRMSIM Dashboard.
2. From the left sidebar, go to Settings → Twilio.
3. Click Add Twilio Config.
4. Enter your Twilio credentials:
• Account SID: Enter your Twilio Account SID.
• Auth Token: Enter your Twilio Auth Token.
5. Click Save.

• Your Auth Token is stored securely.
• After saving, myCRMSIM displays only the last four characters of the token.
• To change the token, click Edit and enter the new token.
• Leave the token field blank if you want to keep the existing token.
• Never share your Twilio Auth Token publicly.

1. From the left sidebar, go to Devices → Twilio Numbers.
2. Click Sync Numbers.
3. Wait for the synchronization to complete.
4. Confirm that your active SMS-capable Twilio numbers appear in the list.

1. Open Devices → Twilio Numbers.
2. Find the number you want to rename.
3. Click the Edit/Rename option.
4. Enter the new display name.
5. Save the change.

Note: Renaming a number only changes its display name in myCRMSIM. It does not change the actual Twilio phone number.

1. From the left sidebar, open Subaccount SIM.
2. Find the subaccount you want to configure.
3. In the Twilio column, click the + button.
4. Click + Assign New Twilio Device.
5. Under Select User, choose the user who should send from the number, or select No User to make the number available to everyone in the subaccount.
6. Under Select Device, choose the Twilio phone number.
7. Click Assign.

• The first Twilio number assigned to a subaccount becomes its default Twilio number.
• Numbers already assigned to the same subaccount are not offered again.
• Voice-only numbers cannot be assigned for SMS.
• Multiple Twilio numbers can be assigned to different users within the same subaccount.
• A Twilio number can be shared across multiple subaccounts where permitted by the account configuration.

• User A → Twilio Number 1
• User B → Twilio Number 2

myCRMSIM configures the incoming destination automatically.

If the Twilio number is already configured to send incoming messages to another destination:

1. myCRMSIM displays the existing incoming destination.
2. A confirmation prompt asks whether you want to replace the existing configuration.
3. Click Cancel to keep the existing configuration.
4. Click Replace and Assign to route incoming replies through myCRMSIM.

If a Twilio Messaging Service handles incoming messages for the number:

1. Open the Twilio Console.
2. Go to Messaging → Services.
3. Select the relevant Messaging Service.
4. Open Integration.
5. Under Incoming Messages, select Defer to sender's webhook.
6. Save the configuration.

1. The Twilio number assigned to the contact's user in that subaccount.
2. A Twilio number assigned to No User.
3. The subaccount's default Twilio number.

1. Open the relevant subaccount.
2. Open Message Routing.
3. Select Twilio in the routing row where you want to use it.
4. Configure any additional fallback channels if required.
5. Click Save.

Place Twilio in Row 1 if you want outgoing messages to use Twilio by default.

Place Twilio in a later row if you want it to be used only when the channels above it fail.

• Incoming replies appear in the appropriate subaccount's Conversations.
• Replies can trigger Customer Replied automations.
• Replies can be processed by your configured AI agent.
• When a Twilio number is shared between subaccounts, incoming replies are routed according to the applicable conversation/subaccount routing rules.
• For a new contact, the reply is routed according to the default subaccount configuration.

• US and Canadian Twilio numbers that support MMS can send pictures as MMS.
• For numbers that do not support MMS, picture links may be added to the end of the message.
• Received pictures appear in the conversation when supported by the delivery route.

Twilio provides delivery information such as:

• Sent — Twilio accepted the message for processing.
• Delivered — The message was delivered to the recipient's carrier or device where delivery confirmation is available.
• Failed — Twilio or the carrier could not deliver the message.

• The contact replied STOP.
• The phone number is invalid.
• The number is a landline.
• The carrier filtered the message.
• The number is not registered for A2P 10DLC.
• A toll-free number has not completed verification.

Twilio handles STOP and START opt-outs automatically. Messages sent to a contact who has replied STOP may fail with the applicable opt-out reason.

1. Open Automations.
2. Create a new workflow or open an existing workflow.
3. Add an action.
4. Select Send SMS (Twilio).
5. Enter the message content.
6. Configure the recipient and any custom values.
7. Save or publish the workflow.

• Defaults to the contact's phone number.
• Supports custom values.
• Supports spintax.
• Supports trigger links.
• Supports attachments where supported.
• Respects the contact's SMS Do-Not-Disturb setting.
• Uses the applicable Twilio number according to the number-priority rules.

1. Open the required GHL Sub-Account.
2. Go to Settings.
3. Navigate to Phone Numbers → Additional Settings.
4. Set the Conversation Provider to Twilio.
5. Make sure the Twilio number is correctly connected/assigned to the GHL subaccount.
6. Save the configuration.

Important: If the GHL subaccount is using Twilio for conversations, Twilio must be selected as the Conversation Provider so that SMS conversations are properly routed through Twilio.

If you are creating a workspace directly in myCRMSIM and need webhook-based integration, follow the webhook workspace setup guide:

When using a HighLevel subaccount with Twilio:

• Assign the Twilio number to the appropriate subaccount.
• Configure Twilio as the Conversation Provider.
• Follow the HighLevel integration instructions.

For the complete HighLevel setup process, see:
myCRMSIM HighLevel Integration Guide

1. Open the correct subaccount conversation.
2. Send a test SMS to a valid test number.
3. Confirm that the recipient receives the message.
4. Confirm that the message status changes to Delivered where delivery confirmation is available.

1. Reply to the test message from the recipient's phone.
2. Open the subaccount's Conversations.
3. Confirm that the reply appears in the correct conversation.
4. Confirm that the reply is associated with the correct workspace and contact.

1. Send a picture from a Twilio number that supports MMS.
2. Confirm that the picture reaches the recipient.
3. Send a picture back to the Twilio number.
4. Confirm that the received picture appears in the conversation.

1. Send a test message to an invalid number or another test destination that is expected to fail.
2. Confirm that the message displays Failed.
3. Confirm that the failure reason is displayed when available.

1. Create or open a workflow containing Send SMS (Twilio).
2. Add a test contact.
3. Trigger the workflow.
4. Confirm that the message is sent from the correct Twilio number.
5. Confirm that the action status is visible in the contact's Conversations and Message Logs.
6. Test the workflow in a subaccount with no Twilio number assigned.
7. Confirm that the workflow displays a clear error indicating that no Twilio number is available.

• Keep your Twilio Account SID and Auth Token private.
• Use dedicated Twilio credentials for the integration where possible.
• Review Twilio billing and usage directly in your Twilio Console.
• Register US numbers for A2P 10DLC before sending production traffic where required.
• Complete Toll-Free Verification for US toll-free numbers where required.
• Do not remove numbers from a Twilio Messaging Service if doing so could affect your messaging configuration or registration.
• Test outbound messages, inbound replies, delivery status, MMS, and automations before going live.

• Custom Workspace Webhook Integration Guide
• myCRMSIM HighLevel Integration Guide