Add-on: Twilio SMS

Integrating Twilio with Storeganise allows you to automatically send SMS messages to your customers during key events like bookings, invoices, payments, and move-outs. This guide helps you set up the Add-on, configure SMS templates, and verify that your messages are working correctly.

Important: Twilio is a business-level Add-on. It is not compatible with site-level Add-ons such as access control systems.

This means that any placeholder values from access control Add-ons (e.g. access codes) will not be available when the SMS is sent.

Access control support is planned for a future version of the Twilio Add-on.

Prerequisites

• A Twilio account with messaging capability
• The Twilio Add-on installed and enabled by the Storeganise support team
• Valid customer phone numbers saved in international format (e.g. +14166390873 )

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)
   • Currency code (must match the currency code in your invoice settings, such as USD , AUD , SGD , etc.)
   • 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 you do not want to send a message for a specific event, simply leave that Add-on field blank. No message will be triggered.

5. Supported SMS event types

The Twilio Add-on supports SMS messages triggered by the following events:

Move-in

• Job unit move-in created
• Job unit move-in completed

Move-out

• Move-out scheduled
• Move-out completed

Invoicing

• Invoice sent
• Invoice paid (receipt)
• Invoice charge failed
• Credit note paid

Invoice reminders (6 escalating templates)

Other

• Upcoming rent change
• Lead subscribed to waitlist
• Lead notified of available unit

You can configure any combination of these events.

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

You can personalise SMS templates using the following placeholders:

User and unit-related

⚠️ {{unit.customFields.access_code}} is not supported in v1.2.0 because access control Add-ons operate at the site level, and Twilio runs at the business level. The access code isn't yet generated at the time Twilio sends the SMS.

Invoice-related

Pricing and billing

Waitlist and availability

9. Message templates

Job unit move-in created

Hi {{user.firstName}}, your move in for unit #{{unit.name}} at site {{site.title.en}} is scheduled for {{unitRental.startDate}}.

Job unit move-in completed

Hi {{user.firstName}}, your move in to unit #{{unit.name}} at site {{site.title.en}} has been completed. Thank you! Your access code is {{unit.customFields.access_code}}.

⚠️ {{unit.customFields.access_code}} may not populate unless future support for access control Add-ons is added.

Move-out scheduled

Hi {{user.firstName}}, your move out from unit #{{unit.name}} on {{unitRental.endDate}} at {{site.title.en}} has been successfully scheduled.

Move-out completed

Hi {{user.firstName}}, your move-out from unit #{{unit.name}} at {{site.title.en}} has been confirmed. Thank you!

Invoice sent

Hi {{user.firstName}}, your invoice {{invoice.sid}} is {{invoice.state}}. The total is {{invoice.total}}. Thank you!

Invoice paid (Receipt)

Hi {{user.firstName}}, payment of {{invoice.total}} for invoice {{invoice.sid}} is confirmed. Thank you!

Invoice charge failed

Hi {{user.firstName}}, payment for invoice {{invoice.sid}}, for {{invoice.total}} failed. Please try making a payment again.

Credit note paid

Hi {{user.firstName}}, your refund for {{invoice.total}} has now been processed. You should receive it within the next 7–10 business days. Thank you!

Invoice reminder 1

Hi {{user.firstName}}, your invoice {{invoice.sid}} for {{invoice.total}} remains outstanding and is now overdue by {{daysSinceSent}} days.

Reminder 2

Hi {{user.firstName}}, invoice {{invoice.sid}} for {{invoice.total}} is overdue by {{daysSinceSent}} days. Please pay immediately to avoid access interruptions and fees.

Reminder 3

Hi {{user.firstName}}, invoice {{invoice.sid}} for {{invoice.total}} is overdue by {{daysSinceSent}} days. Formal notice: Pay today to avoid further action.

Reminder 4

Hi {{user.firstName}}, invoice {{invoice.sid}} for {{invoice.total}} is seriously overdue by {{daysSinceSent}} days. Pay now or face account suspension and fees.

Reminder 5

Hi {{user.firstName}}, URGENT: Invoice {{invoice.sid}} for {{invoice.total}} is overdue by {{daysSinceSent}} days. Final notice!

Reminder 6

Hi {{user.firstName}}, FINAL: Invoice {{invoice.sid}} for {{invoice.total}} is overdue by {{daysSinceSent}} days. Access suspended!

Lead subscribed to waitlist

Hi {{user.firstName}}, you've been added to the waitlist for a {{unitType.title.en}} unit at our {{site.title.en}} site. We’ll let you know when something becomes available.

Lead notified of available unit

Hi {{user.firstName}}, a {{unitType.title.en}} unit has opened up at our {{site.title.en}} site. Log into your account to book now.

Upcoming rent change

Hi {{user.firstName}}, the rent on your storage unit {{unit.name}} is scheduled to change on {{startDate}}. The new rent amount will be {{newPrice}}.

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.