Add-on: Twilio SMS guide

Integrating Twilio with Storeganise allows operators to send SMS messages to customers efficiently. Follow these steps to set up the integration and start sending notifications.

Terminology

• Operator: The business uses Storeganise.
• User: The customer receiving the messages.
• Operator's Phone Number: The number from which SMS messages will be sent.
• User's Phone Number: The number that will receive SMS messages.

Step-by-step guide

1. Install the Twilio Add-on
   • Access Storeganise and head to the the main settings.
   • Click Add-ons
   • Select the + icon and install Twilio
2. Obtain and create API keys in Twilio
   • On the main dashboard scroll down to "Account info"
     • Copy your "Account SID"
     • Paste it into the Twilio Add-on settings field "Twilio account SID"
   • Then in Twilio, navigate to the "API Keys and Token" section
     • On the left sidebar, click on "Settings" and then select "API Keys" from the dropdown menu
     • Or go to:console.twilio.com/us1/account/keys-credentials/credentials
     • Create a new API key. Your new API key will come with an API Key secret.
       • Add your API key to the "Twilio API key SID" field in Storeganise
       • Add the API secret to the "Twilio API key secret" in Storeganise.

1. Enable country code in Twilio
   • Go to the "Messaging Geographic Permissions" tab.

     • Search for “Geographic Permissions” and click “SMS Geographic Permissions”

       

   • Search for the country you want to send messages to
     • Click the checkbox on the country code for the region(s) where you want to send messages.
2. Configure the Add-On in Storeganise
   • Go to the add-on page in your Storeganise account.
   • Click “+” and add Twilio
   • Input the following values in the settings:
     • Default country code (your customer’s country code; e.g., US country code is +1)
     • Account SID
     • API key SID
     • API key secret
   • Edit the message templates for your Job Unit Move-In Completed and Job Unit Move-In Created events. See here for a list of available placeholders & message templates.
     • If the placeholder is incorrect in the message, the SMS message will still be sent, but the place where the placeholder is will remain blank
3. Set up event notifications

• Event 1: Job unit move-in created

• Go to the Customer Portal or Management Portal
• Book a unit as a test.
• After clicking the "Submit Booking" button on the customer portal or creating the upcoming move-in from the management portal, this event will trigger, sending a message to the user booking the unit. Verify this by checking the message sent to your phone.

• Event 2: Job unit move-in completed
  • Go to the "Admin Portal."
  • Search for a user with a pending moving job.
  • Click the "Complete Move-In" step to trigger this event. A message will be sent indicating the job is complete. Verify by checking the new message on the screen.

6. Format user phone numbers

• Ensure all user phone numbers are in the correct format to be accepted by Twilio:
  • Include the country code and symbol (e.g., +14166390873 for a Canadian number) in the user’s details on Storeganise.
  • The add-on automatically sets the number for Twilio, removes spaces or other characters, and prepends the country code.

7. Link your Twilio phone number

• Purchase phone numbers from Twilio for this integration.

  (Specific information for DACH users: Twilio number in DACH region)

• If using other phone numbers, ensure they comply with Twilio’s telecommunications requirements. Note that Storeganise support does not cover securing compliant phone numbers.

Using placeholders

• If a placeholder is incorrect in the message, the SMS will still send, but the place where the placeholder is will remain blank.
• Common placeholders:
  • {{user.name}}
  • {{user.firstName}}
  • {{site.title.en}}
  • {{unit.name}}
  • {{unitRental.startDate}}

Message templates

Template 1: Customer books a unit

Message 1:"Hi {{user.firstName}} , your booking at {{site.title.en}} is confirmed! Unit #{{unit.name}} , Check-in: {{unitRental.startDate}} . Thank you!"

Message 2:"Hi {{user.firstName}} ! Unit {{unit.name}} is ready for you to move into on {{unitRental.startDate}}. Your access code is {{unit.customFields.access_code}} .

Changing the sender’s name

• The Alphanumeric Sender ID feature allows changing the sender name but is not available in all countries. Check the list of supported countries.
• To enable this feature:
  1. Go to Phone Numbers > Alphanumeric Sender ID in the Twilio console.
  2. Click Add a new Sender ID and fill in the form. If registration is required, follow Twilio's instructions.

1. Find out more information [here]

Troubleshooting

• Ensure API keys and other configuration details are correct.
• Verify phone numbers are in the correct format in your Storeganise account.
• Check country codes and GeoPermissions settings in Twilio.
• Review message templates for placeholder accuracy.

For further assistance, refer to the video demo linked at the beginning of this guide or consult Twilio's support resources.