Setup Your SMS Channel with Twilio

Step 1. Open your Hoory AI dashboard. Go to Settings → Channels and click Create New Channel.

Step 2. Click the "SMS" icon.

Step 3. On the SMS Channel screen, choose "Twilio" as the API Provider and fill in the channel details.

These are the inputs required to create this channel:

Input	Description	Where can I find it
Channel Name	This is the channel name. It will be used across the application.	N/A
Phone Number	This is the number you will be using to communicate with your customers. It has to be verified in Twilio. Enter it in E.164 format, starting with a + sign and without spaces (for example, +14155550100).	Twilio Console → Phone Numbers → Manage → Active numbers
Use a Twilio Messaging Service	Check this box if you want to send messages through a Twilio Messaging Service instead of a single phone number. When checked, the Phone Number field is replaced by the Messaging Service SID field.	N/A
Messaging Service SID	The SID of your Twilio Messaging Service. Required only when "Use a Twilio Messaging Service" is checked.	Twilio Console → Messaging → Services
Account SID	Account SID in Twilio Console	Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token.
Auth Token	Auth token for the account	Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token.

Click Create Twilio Channel after filling in the information. If the credentials are incorrect, you will see the message "We were not able to authenticate Twilio credentials, please try again".

Step 4. Add agents to your channel. Select at least one agent in the Agents field. Only the selected agents will have access to this channel.

Step 5. Your channel is ready! The final screen shows the Callback URL for your channel. Copy it, as you will need it in the next step.

Configure the Callback URL in Twilio

To receive messages in Hoory AI, you have to configure the callback URL in Twilio.

• Login to your Twilio Console.
• Go to Phone Numbers -> Manage -> Active numbers and click the number you used for this channel. If you use a Messaging Service, go to Messaging -> Services and open your service instead.
• In the messaging configuration, provide https://app.hoory.com/twilio/callback as the value for the A MESSAGE COMES IN webhook and save.

You can find the callback URL again at any time: go to Settings → Channels, click the ⚙️ icon next to your SMS channel and open the Configuration tab.

Once the callback URL is set, you will start receiving the messages in your Hoory AI dashboard.

Configuring Hoory AI with Twilio Studio

If you are using Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration.

For such cases, you can follow the steps given here.