---
title: "SMS Setup with Twilio"
description: "Connect your Twilio account with Loyally.ai to send text messages (sms) to your customers."
url: https://help.loyally.ai/en/articles/83-sms-setup-with-twilio
collection: "SMS Campaign"
updated: 2026-06-17
language: en
---

# SMS Setup with Twilio

Connect your Twilio account with Loyally.ai to send text messages (sms) to your customers.

## **Enable SMS Communication with Your Customers**

Connect your Twilio account for direct SMS communication with your customers!

![](https://staticfiles.gleap.io/ghelparticle/O8pxYBlXFDphvZQvapjhY9bEkxEjsnZDnVKl9zjs4eIc8kCIxMQwVeZc3DFsbkVnLNTqB5lrlvH.png)

### Step 1: Create/Log in to Your [**Twilio account**](https://www.twilio.com/)

Log in to your account at [**console.twilio.com**](https://console.twilio.com). If you don't have an account yet, you will need to sign up and verify your email and phone number first.

### 2\. Locate Account Info

Once you are on the **Console Dashboard’**, scroll down to the **Account Info** pane. This is usually located right in the center of the home screen.

### 3\. Copy Your Credentials

You will see two specific strings of characters:

-   **Account SID** - This is your "username." It is public-facing and identifies your account.
    
-   **Auth Token** - This is your "password." Copy the API key in your clipboard.
    

### Step 4: Identify Your Sender Number or Service SID

Now that you have your credentials, you must tell the app which "Sender" to use. You will either use an individual phone number or a Messaging Service.

#### Option A: Use a Specific Phone Number

If you are starting out or have a single local/toll-free number:

-   In the Twilio Console sidebar, go to **Phone Numbers** > **Manage** > **Active Numbers**.
    
-   **Copy the number** you want to use.
    
-   **Format -** Ensure you include the plus sign and country code (e.g., `+15551234567`).
    

> **Info:** **Note**: If you do not see any numbers listed, you will need to purchase one before proceeding. You can do this by clicking **Buy a Number** within the Phone Numbers menu.

#### Option B: Use a Messaging Service SID (Recommended for Scaling)

If you have a Messaging Service configured for better deliverability and high-volume sending:

-   In the Twilio Console, go to the **Messaging** menu and select **Services**.
    
-   Select the specific service you created for this loyalty program.
    
-   Locate the **Messaging Service SID** (a 34-character string starting with `MG`).
    

> **Info:** **Note**: If you haven't set this up yet, you will need to click **Create Messaging Service** first. This allows you to group multiple numbers together and handle opt-outs more effectively.

Copy the Sender Number or Service SID in your clipboard.

### 4\. Connect your Twilio Account with Loyally.ai

1.  Sign in to [**Loyally.ai**](https://app.loyally.ai/) and go to '[**Settings**](https://app.loyally.ai/settings)' in the Menu Panel.
    
2.  Navigate to '[**Services**](https://app.loyally.ai/settings/services)' section.
    
    ![](https://staticfiles.gleap.io/gattachments/GNFKQ2xXK60IUOjmc3vCSGBq3bZjvACL2x1nMzm5EmjKy4sf5SjS592kNPW7laTtkXpqsFeOYOM.gif)
    

1.  Under "**Twilio SMS**", click '**Connect account**' fill in with the same details from your [**Twilio account**](https://www.twilio.com/)
    
    1.  Twilio SID
        
    2.  Twilio Auth Token
        
    3.  Sender phone number
        

After filling up the details, click ‘**Connect**‘.

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## Sending a Test Message via Twilio

Once you have connected your Twilio account, it is a good idea to send a test message to ensure your integration is working correctly and your sender ID is properly configured.

1.  Navigate to the ‘**Settings’** gear icon located at the bottom of the left-hand sidebar menu.
    
2.  Click on the ‘**Services’** tab at the top of the settings page.
    
3.  **Twilio SMS** section within your active services.
    
4.  Click ‘**Send test message’** button located under your Twilio settings.
    
5.  A pop-up window will appear titled **Send test message**. Enter the **Phone or Email** address where you would like to receive the test.
    
6.  Click the ‘**Send’** button to dispatch the message.
    

![](https://staticfiles.gleap.io/ghelparticle/p82PwZOrNtrAqTvyiIVQz5IpLkjN6c3iZ0P1Bd2EMkbzUfCm3KTiSVhWlP0N4MYoEdoxhZ6kvj4.png)

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## How to Disconnect Your Twilio Account

If you need to change your Twilio settings or stop using the SMS service, you can disconnect your account at any time. This will stop all automated SMS communications until a new account is linked.

1.  Click on the ‘**Settings’** gear icon located at the bottom of the left-hand sidebar menu.
    
2.  Select the **‘Services’** tab from the top navigation menu.
    
3.  Find the Twilio section where your current **Sender** number is displayed.
    
4.  Click the ‘**Disconnect account’** button located directly below the test message option.
    

![](https://staticfiles.gleap.io/ghelparticle/9ETZv8F5K2x3SQPUxumNfps6aexBZZTVob38JmLuiVfwALQgXrMXKogrH7vauAEAG1Li13f0P8q.png)

> **Info:** Once disconnected, any features relying on Twilio SMS (such as reward notifications or verification codes) will cease to function immediately.

> **Success:** You can reconnect a Twilio account at any time by following the initial setup instructions and entering your Account SID and Auth Token again.

* * *

## Related Articles

[

Creating an SMS campaign

How to create your SMS campaign

](https://help.loyally.ai/en/articles/86-creating-an-sms-campaign.md)