Connect Twilio and Peoplevine
This document guides you through the process of integrating Twilio as your SMS provider in Peoplevine, enabling sending and receiving SMS messages using your Twilio account credentials. It covers the general configuration of Twilio, the A2P 10DLC registration process for US-based messaging, and compliance requirements.
Key Benefits
Integrating Twilio with Peoplevine, a platform that combines CRM, marketing, and commerce capabilities, can offer numerous benefits to businesses by enhancing their communication and engagement strategies. Here are some key advantages of such integration:
Automated Communication: By integrating Twilio, businesses can automate SMS and MMS communications directly from Peoplevine. This can include appointment reminders, event notifications, promotional messages, and more, all managed through the Peoplevine platform.
Enhanced Customer Engagement: SMS has high open and read rates compared to email. Integrating Twilio with Peoplevine allows businesses to leverage this channel to engage customers more effectively, ensuring important messages are seen and acted upon quickly.
Personalized Marketing: Combining Peoplevine’s CRM capabilities with Twilio’s SMS services enables businesses to send personalized messages based on customer data and behaviors. This can lead to more targeted and effective marketing campaigns.
Real-time Interactions: Twilio’s capabilities facilitate real-time communications, allowing businesses to respond instantly to customer inquiries, confirmations, or feedback, which can significantly enhance the customer experience.
Event Management: For businesses that host events, using Twilio with Peoplevine can streamline the management process by sending automated reminders, updates, and follow-ups to attendees via SMS.
Increased Conversions: Timely and personalized SMS messages can drive higher conversion rates on promotions and offers. Businesses can set up these campaigns directly through Peoplevine and execute them via Twilio’s messaging services.
Improved Customer Support: SMS can be used as a support channel, providing customers with a quick and convenient way to reach out for help. Integration with Peoplevine ensures that customer interactions are logged and managed efficiently.
Scalability: As businesses grow, their communication needs become more complex. Twilio’s scalable SMS solutions integrated with Peoplevine can handle increased volumes without requiring significant additional investment.
Compliance and Reliability: Twilio adheres to global communication compliance standards, which helps businesses ensure that their SMS campaigns comply with legal requirements. This integration brings the reliability and security of Twilio’s infrastructure to Peoplevine’s users.
Twilio and Peoplevine integration
Connecting Twilio to Peoplevine can be a simple process that requires your Twilio Account SID, Auth Token, and Address ID (if applicable). After peoplevine has those three items, your SMS campaigns and 1-to-1 communications can be managed through Peoplevine. However, there are several settings in Twilio that must be configured properly for the connection to be successful.
Integration process
If you haven’t already, sign up for a Twilio account at https://twilio.com.
After you've signed up for Twilio, add a credit card and activate a regular account. This allows you to send SMS to recipients other than yourself.
Purchase phone numbers in Twilio for your messaging campaigns or customer service communications. Note: Alphanumeric numbers are not supported by Peoplevine.
Connect Twilio and Peoplevine.
Register your phone number(s) in Peoplevine.
Complete A2P 10DLC Registration (if operating in the US).
Complete Regulatory Compliance (if operating outside the US).
Before you begin
Before you connect Twilio and Peoplevine, ensure that you have satisfied the following prerequisites.
Create a Twilio account at https://twilio.com.
Review the Phone Number Regulations for your country.
Review the SMS Guidelines for your country.
Review Twilio’s Acceptable Use Policy.
Gather required information for A2P10DLC registration and Regulatory Compliance.
Business Information:
Business Name
Physical Address (Street, City, State/Province/Region, Postal Code, Country)
Business Identity (Direct Customer or ISV/Reseller/Partner)
Business Type (Partnership/Corporation /Co-Operative/LLC/Non-Profit)
Company Status (Private/Public)
Stock Ticker & Exchange (if Public)
Tax ID or Business Registration Number and Type (EIN for US-based companies, other Business License or Tax ID number for non-US companies). If you're using EIN, please locate your CP 575 letter which is the official record of your EIN sent by the IRS. If you cannot locate this letter, you may request a replacement from the IRS (called a 147c letter).
Industry
Website
Regions of Operations
Point(s) of Contact: an email address for notifications. We recommend using distribution lists if you have multiple users who wish to be notified. One authorized representative with the following info:
Name
Email
Business Title
Phone Number
Job Position (Director/VP/GM/General Counsel/CEO/CFO)
Buy a phone number
You must use a phone number purchased through Twilio to send messages through the Twilio platform.
To buy a phone number
Navigate to the Phone Numbers page in your Twilio console.
Click Buy a Number to purchase your first Twilio number.
When you find the number that meets your needs, click Buy to review the number.
Click Buy [phone number] to complete the transaction.
Note: Many countries require identity documentation for Phone Number compliance. Requests to buy phone numbers with these regulations will be required to select or add the required documentation after clicking Buy in the Console. To see which countries and phone number types are affected by these requirements, please see our Phone Number Regulations site.
To Connect Twilio and Peoplevine
Log in to the Peoplevine Control Panel.
From the Peoplevine banner, choose Automate. The Automate options are displayed.
Enter your Account ID into the Account ID field.
Enter your API Auth Token into the Auth Token field. Note: You can find your Account ID and Auth Token in the Account Info section on the Twilio Account Dashboard.
To comply with certain regions' regulations, you need to register your business address in Twilio. That address is assigned an ID. Enter the ID into the Address ID field.
Click Connect to complete the process.
Register a Long Code Outgoing Number in Peoplevine
After Peoplevine and Twilio are connected, you must register a Long Code outgoing phone number in Peoplevine. This enables Peoplevine to manage campaigns and messaging for that number on Twilio’s behalf.
On the Text Message Authentication page, under the Sending Method, click the Long Code radio button.
Under Area Code, enter the area code that you want your outgoing number to start with and click Search.
Then, choose the number that you want to use from the list. This number must be the same number that you use for all registration processes in this tutorial.
If you would like to forward any incoming calls to a different number, check the box next to Yes, forward incoming calls to me.
Add the number you would like calls forwarded to in the box below.
Click Use This Number to complete the process.
A2P 10DLC Registration
For US based organizations, you must complete your A2P 10DLC Registration. Due to legal requirements in the US, all clients using Twilio to send SMS to US based customers must register their business and campaigns for outbound messages with Twilio and their carriers. After you are A2P 10DLC registered your mobile phone carriers enable messaging campaigns from your brand to reach your audience.
A2P (Application to Person) 10DLC (10 digit long code) is the standard that United States telecom carriers have put in place to ensure that SMS traffic to US end-users through long code phone numbers is verified and consensual.
US A2P 10DLC has been put in place to ensure that all A2P 10DLC traffic to US phone numbers is verified and consensual. To meet this goal, there are two main components of A2P 10DLC registration:
Create a Brand You provide information about who is sending these messages so that carriers know you are a legitimate sender
Create a Campaign You provide information about how end-users can opt-in, opt-out, and receive help. It also involves providing a description of the purpose of your messages.
You can create a Brand and Campaign in the Twilio Console. For more information on A2P 10DLC, see What is A2P 10DLC?
To register for A2P 10DLC Registration
This is only available for organizations based in the US.
Log in to your Twilio account.
On the dashboard, select the Develop tab from the side menu.
Click Continue to advance the process. The US EIN lookup page displays.
On the next screen, enter details about the business you are registering.
Legal business name is the name of the business entity you are registering, exactly as it appears on your tax form in association with your EIN or other Tax ID.
Under Business identity, select Direct Customer.
From the dropdown under Business Type, select the type that most closely matches the legal corporate status of your business entity, such as Corporation.
Business Registration ID Type: This is the country-specific Tax ID you will be using for this registration, to be entered in the following box. Each country's Tax ID has its own format.
Business Registration Number: your EIN or equivalent Tax ID must be exactly as shown in your Federal/National tax filing.
Website URL: this must be a functional business website with a name that bears some clear relationship with your official business name.
Business Regions of Operations: select US/Canada.
Click the Save and Continue button to continue the process.
On the next screen you enter your Business Address. Select either:
Enter New Address: if you are setting up the account for the first time.
Select from Existing Addresses: if you have already used a mailing address for a different business's Profile/Brand, and wish to use it for this business as well. Note: Use this option ONLY if the addresses for the separate businesses are identical in every detail in your tax records. Otherwise enter a new address.
Next, enter your Contact Information:
First Name
Last Name
Email
Business Title
Country Code
Phone Number
Job Position
Click Save and Continue. The Review page displays.
On the Review page, review the information that you entered. If everything is correct, click the Submit for Review button to submit your profile.
The submission of your Business Profile can take 72 hours or more for approval. While you wait, continue the process and register a US A2P Brand.
Under What type of Brand do you need, select Low-Volume Standard Brand.
Under Company Type, choose your company type.
If you set your Company Type to Public, enter your Company Stock Ticker Symbol and Stock exchange.
The application approval process typically occurs within a few minutes of submitting, though the process can take longer depending on how much vetting your Brand requires. Twilio notifies you of approval or rejection in the console or by email.
After your application is approved and successfully registered, click the Continue button to advance to the final stage of registration. In the final stage, you create a new A2P campaign. In this stage of the process, you are registering a Campaign for sending messages over A2P 10DLC routes. Each Campaign is built around a single use case.
Note: A newly submitted Campaign is put in a "Pending" state until it has been approved in the manual vetting process. You can only send compliant messages via A2P once the Campaign is fully approved. Due to high volumes, this vetting process can take 2-3 weeks.
On the Create new A2P Campaign screen, your brand should already be populated from the steps completed earlier in this procedure.
In the Messaging Service section, choose Create new Messaging service.
When setting up the campaign, we recommend you copy and paste the responses below:
Campaign Description:
We will be leveraging this campaign to send a variety of messaging to members and their guests. This can include messages to inform them about upcoming events at the club, share guest passes with invited guests, leveraged for 2FA to authenticate a user, etc.
Sample Message #1:
<Club Name>: Please join us Thursday at 7pm for an event featuring the DJ, so and so, etc. Register online in the member app.
Sample Message #2:
Please use this code to validate your account: 1111111In the Message
In the End user opt-in information section: Note: If you leave any part of this section blank, an error occurs and you'll need to re-enter everything again.
Under How do end-users consent to receive messages enter:
We are a private members club and will be using messaging to communicate with opted-in members. These members of our social club provided their mobile number and opted in to receive information from the club via SMS. We provide them an easy way to manage their preferences in the member portal, or they can reply STOP to opt-out from future SMS messages.
For the Opt-in Keywords enter NOTSUPPORTED as opt-ins are done in the Peoplevine Member portal.
For the Opt-in Message enter:
Please note, we do not support opt-in via keyword.
Click Confirm to proceed and register phone numbers to your New Messaging service.
On the Register Phone Numbers page, enter the phone number that you want to use into the search box and click Search. Note: this phone number must be the phone number that you registered with Peoplevine.
Select the unassigned phone number and click Add Phone Numbers to the Messaging Service.
Click Register Campaign when you are ready to proceed. You then see a window that asks you to confirm the costs associated with Campaign registration and agree to the terms and conditions of registering the Campaign. Click Confirm to complete the process.
Regulatory Compliance
This section is for organizations that are outside the US. To get started with Phone Number Regulatory Compliance, follow these steps:
Go to the Phone Numbers Regulatory Compliance Guidelines to see what is required by local regulators.
Collect documentation from the End-Users.
Go to the Twilio Console.
Go to Phone Numbers -> Regulatory Compliance.
Create a Regulatory Bundle and submit it for review by following these steps. The steps may differ from country to country.
Click Bundles.
Click Create a Regulatory Bundle.
Click inside the Country field.
Type the name of your country in the field, such as United Kingdom, for example.
Click the country code for your country, such as GB (=44) United Kingdom - GB.
In the Type of Phone Number, select National, and then click Next.
Click the Begin Verifying button.
Click the Direct Customer: I use Twilio for internal communication or with our customers radio button.
Click the Business: A business will make or receive calls with the phone number. radio button and then click Continue.
A message displays that identifies the necessary documentation that will need to be uploaded at the end of the process. Note the documents and click Continue.
Fill out the Legal business name, Business registration authority, Business registration number, and Business website URL in the forms provided and click Continue at the bottom of the page.
Complete the Business address form and then click Continue. If this will also be used as the Emergency address, check the Use this address as emergency address box and skip the next step.
Complete the Emergency address form and then click Continue.
Fill out the Authorized Representative Information and then click Continue.
Fill out the Bundle profile settings and then click Continue. This will submit your application.
Wait for Twilio to review the Regulatory Bundle — the review process will take up to three business days.
Once the Regulatory Bundle has passed, assign the Bundle to phone number(s).
Wait for Twilio to review the Regulatory Bundle assigned to phone number(s) — the review process will take up to 3 business days.
Add the Peoplevine API URL
After Twilio approves the Regulatory Bundle assigned to phone number(s), you can add the Peoplevine URL to the phone number:
In the Twilio Control Panel, navigate to Phone Numbers -> Manage -> Active Numbers.
Select the number to associate with Peoplevine from the list of active phone numbers.
For the Message Comes In setting for URL, type the following URL:
For the US: https://api.peoplevine.com/sms_incoming.ashx
For the UK: https://api.peoplevine.co.uk/sms_incoming.ashx
For more information about creating Regulatory bundles, see Getting Started with Phone Number Regulatory Compliance.
Troubleshoot the connection
On occasion, messages can fail to send to your intended recipients. If this happens, the best place to troubleshoot the cause is in the Logs in the Twilio application. While Peoplevine does keep logs for sent and failed messages, the cause of the error might be outside of the scope of the Twilio-Peoplevine connection. That is why it is a best practice to review the Logs in Twilio to troubleshoot any messages that failed to send.
To view the Logs in Twilio
Log in to your Twilio account.
On the dashboard, go to the left side-menu, and click the Monitor tab.
For more information about the error, select the tooltip icon next to the Undelivered status indicator.
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