Twilio Text Messaging
Your branch's Twilio number decides where customer texts and calls go. Pulse shows where they go today, and lets you move incoming texts from V2 into Pulse, or back to V2.
Go to Settings > Integrations > Communication Providers > Twilio. Save your Twilio account, token and number first.
Where texts and calls go shows as soon as your Twilio credentials are saved. Moving texts between Pulse and V2 may need to be turned on for your company. If you can update provider settings and see neither Send texts to Pulse nor Send texts back to V2, contact Support.
Where texts and calls go
Pulse asks Twilio where your number sends texts and calls, so what you see is what Twilio has right now.
| Row | What it can show |
|---|---|
| Texts go to | Pulse, V2, Other (a web address that is neither), or Not checked yet |
| Calls go to | AI receptionist, V2, Other, or Not checked yet |
The web address Twilio has for your number shows under each row. Click Inspect live routing to check again.
Send texts to Pulse
To make texts to your business number come into Pulse instead of V2:
- Click Send texts to Pulse.
- If your branch still uses V2, Pulse asks you to confirm: Move texts from V2 to Pulse? V2 stops receiving texts sent to that number. Click Send texts to Pulse to go ahead, or Cancel to change nothing.
- When Twilio confirms the change, Texts go to shows Pulse.
Branches whose V2 access has been switched off switch without the confirmation.
If the change fails, for example because the token is wrong or the number is not on the account, Pulse shows the error and checks Twilio again, so Texts go to always shows where texts go now. If Pulse says routing changed since you looked, or is still being checked, click Inspect live routing and try again.
Send texts to Pulse is not offered when your branch has a dedicated MaidSense number, because texts to the standard number then stay with V2. Pulse also refuses the change while another Twilio setting on the number, such as a Messaging Service, overrides where its texts go. Fix that setting in Twilio first.
Send texts back to V2
When Texts go to shows Pulse, click Send texts back to V2 to point the number at V2 again. If the button is greyed out, this environment cannot send texts to V2. Contact Support.
Calls
Pulse does not change where calls go from this page. Calls move to Pulse when you turn on Voice Receptionist - Standard or Voice Receptionist - Premium on the Receptionist + Widget tab of MaidSense Settings, and go back when you turn it off.
Who can change it
Anyone who can view the Twilio settings sees where texts and calls go. Only users allowed to update provider settings see Inspect live routing, Send texts to Pulse and Send texts back to V2.