Integration guide

Set up Twilio in RouteIQ

Connect an SMS-capable Twilio number for outbound customer messages, inbound replies, and optional WhatsApp template replies.

Updated September 3, 2026
Twilio bills messaging separately. Review destination pricing, trial restrictions, consent rules, and carrier registration before sending production traffic.

Before you start

You will need a Twilio account with billing configured, an SMS-capable Twilio number, the required messaging registrations for its destination countries, and RouteIQ administrator access.

Trial accounts can send only to verified recipients. See Twilio's trial restrictions.

1. Prepare the sending number

  1. Open the Twilio Console.
  2. Buy or port an SMS-capable number and confirm it appears under Active Numbers.
  3. Complete the carrier registration required for your traffic. For US application-to-person traffic over local 10-digit numbers, review A2P 10DLC requirements.
  4. Record the number in E.164 format, such as +14155550123.
Incoming replies will be sent to RouteIQ

When you save or sync this integration, the Twilio setting for incoming messages is updated so replies reach your RouteIQ site. Do not use the same number for another app that needs to receive those replies.

2. Copy the Account SID and Auth Token

  1. In Twilio Console, open the account or subaccount that owns the number.
  2. Copy the Account SID beginning with AC.
  3. Reveal and copy that account's Auth Token.

Use the Account SID and Auth Token from the same account. A Twilio API Key SID and API Key secret cannot be used in their place. See Twilio's API authentication guide.

3. Optional: prepare a WhatsApp template

If RouteIQ will reply outside WhatsApp's 24-hour customer-service window, create a template in Twilio's Content Template Builder, submit it for approval, and copy the approved Content SID beginning with HX.

Follow Twilio's template creation guide.

4. Connect Twilio to RouteIQ

  1. Sign in to RouteIQ and open Settings > Integrations.
  2. Find Twilio and turn it on.
  3. After it shows Connected, select Configure.
  4. Enter the Account SID, Auth Token, and From Phone Number.
  5. Optionally enter the approved WhatsApp Template SID.
  6. Leave Is Active selected and save.

5. Verify the setup

  1. Select Sync on the Twilio card. A successful sync confirms the credentials and number ownership.
  2. Send a test SMS from RouteIQ to a number you control.
  3. Reply to the Twilio number and confirm the inbound message reaches RouteIQ.
  4. Review Twilio Messaging Logs for both directions.
  5. If using WhatsApp, test both an in-session reply and an approved out-of-session template.

Troubleshooting

Credentials fail

Use the Account SID and Auth Token from the same account or subaccount that owns the number.

The number is not found

Enter the exact owned number in E.164 format. Do not add a whatsapp: prefix.

Outbound works but replies stop

Someone may have changed where Twilio sends incoming messages. Select Sync to restore the setting.

WhatsApp returns error 63016

Confirm the template SID begins with HX, is approved, and belongs to the same Twilio account.

Rotate or remove credentials

  1. Create a secondary Auth Token in Twilio.
  2. Update RouteIQ with the replacement and save.
  3. Test outbound and inbound SMS.
  4. Promote the new token and retire the old one only after verification.

Follow Twilio's secondary Auth Token process.