SMS
Learn how to connect and configure an SMS inbox in Chatwik using Twilio or Bandwidth.
You can send and receive SMS text messages directly within Chatwik. Chatwik supports SMS integrations through two primary API providers: Twilio and Bandwidth.
Prerequisites
Before setting up an SMS channel in Chatwik, make sure you have:
- An active account with either Twilio or Bandwidth.
- A registered, SMS-enabled phone number from your provider.
- A Chatwik workspace with the SMS feature enabled.
How to Create an SMS Inbox in Chatwik?
Follow the steps below to create an SMS channel:
Go to Inbox Settings
Navigate to Settings → Inboxes → click Add Inbox.
Select SMS Channel
Click on the SMS icon from the available channel options.
Choose API Provider
Select your provider (Twilio or Bandwidth) from the dropdown menu and fill in the required credentials.
Provider Setup
Setting Up Twilio SMS
To connect your Twilio SMS number, retrieve your API credentials from the Twilio Console:
Required Credentials:
- Account SID: Found on your Twilio Console dashboard.
- Auth Token: Found on your Twilio Console dashboard.
- Phone Number: Your Twilio SMS-enabled phone number (in E.164 format, e.g.,
+1234567890).
Setup Steps:
- Select Twilio from the provider dropdown in Chatwik.
- Enter your Account SID, Auth Token, and Phone Number.
- Click Create Twilio Channel.
- Copy the generated Webhook URL from Chatwik.
- In your Twilio Console, open your Phone Number configuration and paste the Chatwik Webhook URL under "A Message Comes In" (HTTP POST).
Twilio Studio Integration
If you use Twilio Studio to manage custom automated messaging flows, do not overwrite your primary number webhook directly. Instead, forward incoming message execution widgets within your Twilio Studio flow to the Chatwik Webhook URL.
Setting Up Bandwidth SMS
To connect your Bandwidth SMS number, retrieve your API credentials from the Bandwidth Dashboard:
Required Credentials:
- Account ID: Your Bandwidth account ID.
- Application ID: The Messaging Application ID created in Bandwidth.
- API Username: Your Bandwidth API user credentials.
- API Password: Your Bandwidth API user password.
- Phone Number: Your Bandwidth SMS-enabled phone number (in E.164 format).
Setup Steps:
- Select Bandwidth from the provider dropdown in Chatwik.
- Enter your Account ID, Application ID, API Username, API Password, and Phone Number.
- Click Create Bandwidth Channel.
- Copy the generated Webhook URL from Chatwik.
- In the Bandwidth Dashboard, edit your Messaging Application and paste the Chatwik Webhook URL as the inbound message callback URL.
Assigning Agents
After configuring your SMS provider credentials and clicking Create Channel:
Add Agents to Inbox
Assign team members to your SMS inbox so they can view, assign, and reply to incoming customer text messages.
Any SMS sent by a customer to your registered phone number will instantly create a conversation thread inside your Chatwik inbox.
Additional Inbox Settings
To customize your SMS channel settings, go to Settings → Inboxes and click the gear icon next to your SMS inbox.
General Settings
- Enable Channel Greeting: Sends an automated welcoming text when a customer initiates a new SMS conversation.
- Enable CSAT: Automatically prompts customers with a Customer Satisfaction survey link when an SMS conversation is resolved.
- Update Credentials: Reconnect or update your Twilio or Bandwidth API keys whenever required.
Managing Collaborators
- Open the Collaborators tab.
- Add or remove agents assigned to this SMS inbox.
- Enable or disable Automatic Assignment of new incoming SMS conversations to assigned agents.
- Click Update to save changes.
Business Availability
- Open the Business Hours tab.
- Check Enable business availability for this inbox to specify operational hours.
- Customise the Unavailability Message sent to customers texting outside business hours.
Wik AI Note
When Wik AI is enabled on an inbox, the unavailability message is automatically suppressed. Wik AI handles customer inquiries directly outside business hours unless explicitly handed off to a human agent.
- Set working hours for each day of the week along with your time zone.
- Click Update Business Hour Setting.