Getting Started with Twilio 2-Way SMS

Prerequisites

Before installing, make sure you have:

• A Freshdesk or Freshservice admin account.
• A paid Twilio account with at least one purchased phone number. Trial accounts have limitations that block outbound SMS to unverified numbers.
• Your Twilio Account SID and Auth Token — available on the Twilio Console dashboard.

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Step 1: Install the App

1. Go to the Freshworks Marketplace listing and click Install.
2. Follow the prompts to grant the requested Freshdesk or Freshservice permissions.
3. The app settings (iparams) page opens automatically after installation.

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Step 2: Verify Your Accounts

Freshdesk / Freshservice

1. Enter your Freshdesk or Freshservice domain (e.g. yourcompany.freshdesk.com).
2. Enter your API Key (available in your Freshdesk profile under API Settings).
3. Click Verify.

Twilio

1. Enter your Account SID and Auth Token.
2. Click Verify.

Both verifications must succeed before any SMS flow will work.

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Step 3: Configure the Webhook URL

After installation, the app generates a unique external event URL — this is the URL Twilio calls when a customer sends an SMS to your number.

To connect it:

1. Copy the external event URL from the app settings page.
2. Open Twilio Console → Phone Numbers → Manage → Active Numbers.
3. Click your Twilio number.
4. Under Messaging → A Message Comes In, paste the URL and set the method to HTTP POST.
5. Click Save.

Repeat for each Twilio number you want to receive SMS on.

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Step 4: Configure Outbound Settings

In the app settings page, set:

Setting	Description
Default Outbound Number	The Twilio number used as the sender when no inbound number is on record for the ticket.
SMS Tag	A ticket tag (e.g. twilio-sms) that activates auto-reply. When an agent posts a note or reply on a ticket with this tag, an SMS is automatically sent to the customer. Tickets without the tag are unaffected.
Reply Note Type	Whether outbound SMS confirmations are logged as Private or Public notes on the ticket.
SMS Templates	Pre-written messages agents can insert in the sidebar composer with one click.
SMS Alerts	Automation rules that trigger SMS based on ticket events.

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Step 5: Test the Setup

1. Send an SMS from your mobile phone to your Twilio number.
2. In Freshdesk or Freshservice, verify a new ticket was created with the SMS body as the description.
3. Add the configured SMS tag to that ticket.
4. Post a public reply or note on the ticket.
5. Verify an SMS is received on your mobile phone.

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Need Help?

Email support@taroo.in and we’ll respond within one business day.