Add-on: Twilio SMS

Integrating Twilio with Storeganise lets you automatically send SMS messages to customers during the move-in process. This guide walks you through how to set up the Add-on, configure your messages, and verify everything is working.

Note: The Twilio Add-on currently supports self-storage move-in events only.

Make sure your Add-on is enabled before using Twilio. Contact support to enable Twilio for your account.

Prerequisites

• A Twilio account with messaging capability
• Twilio Add-on enabled by the support team
• Valid customer phone numbers saved in international format

Step-by-step guide

1. Install the Twilio Add-on

Important: A Storeganise team member must install Add-ons for you.

If your Add-on is already installed, skip to Step 2.

1. Go to the Main settings section of Storeganise.
2. Click Add-ons.
3. Click the + icon and select Twilio.
4. Click Enable

2. Obtain and create API keys in Twilio

1. Go to the Twilio Console.
2. Copy your Account SID from the dashboard.
3. In Storeganise, open the Twilio Add-on settings and paste your SID into the Twilio account SID field.
4. In Twilio, go to Settings > API Keys:
   • https://console.twilio.com/us1/account/keys-credentials/credentials
5. Create a new API key. You'll receive:
   • API key SID
   • API key secret (only shown once!)
6. Add these values to the matching fields in Storeganise:
   • Twilio API key SID
   • Twilio API key secret

Save the secret securely. You won’t be able to retrieve it again from Twilio.

3. Enable country code permissions in Twilio

1. In the Twilio Console, search for SMS Geographic Permissions.
2. Open the Messaging Geographic Permissions tab.
3. Select the checkbox next to the countries you want to send SMS to..

4. Configure the Add-on in Storeganise

1. Enter the following to your Twilio Add-on:
   • Default country code (e.g. +1 for US)
   • Account SID
   • API key SID
   • API key secret
2. Edit the message templates for:
   • Job unit move-in created
   • Job unit move-in completed

Use placeholders to personalise messages. If a placeholder is missing or incorrect, the SMS still sends, but the placeholder will be blank.

5. Set up event-based SMS triggers

Event: Job unit move-in created

1. Go to the Customer Portal or Management Portal.
2. Create a booking.
3. After clicking Submit Booking, the user receives an SMS confirming the move-in.

Event: Job unit move-in completed

1. Go to the Admin Portal.
2. Find a user with a pending move-in job.
3. Click Complete Move-In.
4. Twilio sends a message confirming move-in completion.

6. Format user phone numbers

Make sure all customer phone numbers are saved in the correct international format.

• Include the + symbol and country code (e.g. +14166390873 ).
• Storeganise automatically removes spaces and formats numbers for Twilio.

7. Link your Twilio phone number

1. Purchase phone numbers directly from Twilio.
2. Make sure your number supports SMS in the regions you selected in Step 3.

If you're operating in Germany, Austria, or Switzerland, read this guide.

8. Using placeholders

Here are common placeholders for message templates:

• {{user.name}}
• {{user.firstName}}
• {{site.title.en}}
• {{unit.name}}
• {{unitRental.startDate}}
• {{unit.customFields.access_code}}

9. Message templates

Template 1: Booking confirmation

Hi {{user.firstName}}, your booking at {{site.title.en}} is confirmed! 
Unit #: {{unit.name}}, Check-in: {{unitRental.startDate}}. Thank you!
 

Template 2: Move-in ready

Hi {{user.firstName}}! Unit {{unit.name}} is ready for you to move into on {{unitRental.startDate}}. Your access code is {{unit.customFields.access_code}}.

10. Changing the sender’s name

You can customise the sender name using Alphanumeric Sender ID, where supported.

1. Go to Phone Numbers > Alphanumeric Sender ID in Twilio.
2. Click Add a new Sender ID and fill in the form.

Check supported countries here

11. How to view messages sent from Twilio

To check if a message was sent and see its content:

1. Go to your Twilio Console.
2. Click Monitor > Logs > Messaging.
3. Find the message in the table and click the Date value to open it.
4. Scroll down to the Body section to view the full message content.

Troubleshooting

• Make sure the API credentials in Storeganise match your Twilio settings.
• Double-check country permissions in Twilio.
• Ensure user phone numbers are correctly formatted.
• Validate placeholder accuracy in templates.

If you're still having trouble, contact Storeganise support.