HelpLane + Twilio SMS Integration
Add SMS as a support channel. Receive customer text messages and respond directly from your HelpLane inbox using your Twilio phone number.
What you can do with Twilio
Receive SMS Messages
Incoming SMS messages from customers appear as conversations in your HelpLane inbox, ready for your team to respond.
Send SMS Replies
Respond to customers via SMS directly from HelpLane. Messages are sent through your configured Twilio phone number.
Media Attachments
Receive MMS messages with images and files. Attachments are captured and displayed in the conversation.
Conversation Threading
Messages from the same phone number are threaded together, maintaining conversation history.
Unified Inbox
SMS conversations appear alongside email, chat, and other channels in one unified inbox.
Messaging Service Support
Optionally use Twilio Messaging Services for advanced routing and number pooling.
Use Cases
SMS Support Channel
Offer SMS as a support option for customers who prefer texting. Messages come directly into HelpLane where your team can manage them alongside other channels.
Order Updates
Send order confirmations, shipping updates, or appointment reminders via SMS while keeping the full conversation history in HelpLane.
Quick Customer Communication
For time-sensitive issues, SMS often gets faster responses than email. Reach customers on their phones while tracking everything in your helpdesk.
Easy Setup
Get Your Twilio Credentials
From your Twilio Console, copy your Account SID, Auth Token, and SMS-enabled phone number.
Configure Twilio Webhook
Set up a webhook in Twilio to forward incoming SMS messages to HelpLane's ingestion endpoint.
Add Twilio to Your Brand
In HelpLane, go to your brand settings and enter your Twilio credentials for outbound SMS.
Start Messaging
Incoming SMS messages will appear in your inbox. Reply directly from the conversation view.
Start Delivering Great Customer Experiences Today
Set up HelpLane in minutes and start managing all your customer conversations in one place. 14-day free trial—no credit card required.