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App Note 018 - Twilio SMS

Abstract

This Application Note will describe the process to acquire Twilio SMS short codes and long codes for use within the LiveOps Engage platform.  These steps can be used by LiveOps employees, partners or customers to acquire and configure Twilio SMS short codes and long codes.

Overview of Solution

Short Message Service, or SMS, codes come in two varieties:

  1. SMS Short Codes – A 5 or 6 digit numeric code (in the US).  SMS short codes are intended for commercial use and can send up to 30 messages per second.  Short codes come in two varieties: Vanity codes and Random codes.  A Vanity code can be requested when the customer wishes to match a branding opportunity such as TWILIO = 894546.  Random codes are short codes provided by a carrier at random.  Vanity requested codes are more expensive than Random codes.  Short code numbers cost between $1,000-$1,500 USD per month, plus usage fees.
  2. SMS Long Codes – A 10 digit local or toll free number (in the US).  SMS long codes are generally intended for consumer use (person-to-person).  An SMS long code can send up to 1 message per second. Long code numbers cost between $1.00-$2.00 USD per month, plus usage fees.

Current Twilio SMS pricing can be found here: https://www.twilio.com/sms/pricing

The LiveOps Engage multichannel platform can use SMS short codes and long codes to queue inbound SMS messages as well as to send outbound (broadcast) SMS messages. 

 

LiveOps recommends that customers create their own Twilio account and acquire their own short or long SMS codes directly from Twilio.  You can create a free trial account with Twilio to send and receive test SMS message by signing up here: https://www.twilio.com/try-twilio.  Twilio trial accounts are full featured Twilio accounts with a few usage restrictions and usage caps on fee-based items such as SMS messages and transcriptions, etc.  You can use a free trial account for testing and prototyping and then upgrade your Twilio number to a standard paid account.

If a LiveOps customer would like LiveOps to create and manage their account and assist in acquiring and provisioning SMS numbers, additional Professional Services fees will apply.

Configuration Steps

The first step is to decide which type of SMS code you want: a short code or a long code. 

 

To help you decide, review the information here: https://www.twilio.com/help/faq/short-codes/why-would-i-want-a-short-code-instead-of-sending-sms-from-a-regular-us-phone-number-or-phone-numbers

Usage Considerations

Overuse of an SMS long code is subject to carrier filtering or suspension for heavy traffic.  Based on your estimated broadcast usage, ensure that you have the proper type of SMS code.

Note: LiveOps is not responsible for customer misuse of Twilio SMS short or long codes.

Long Code Configuration

If you have decided that a long code will work for you, follow these steps to acquire and configure a new SMS long code from Twilio:

 

Step 1.  Login to your Twilio account (master account or sub account) where you want to add an SMS long code

 

Step 2.  Click on the “Numbers” link in the menu bar

 

Step 3.  Select "Twilio Numbers" and click “Buy a number”

 

 

Step 4. Find an SMS long code by selecting your country and entering an area code; or enter a search by city name.

The drop down box allows for the selection of number & location and the text field lets you specify the number or location.

 

Step 5. Ensure that the "Capabilities: SMS" checkbox is selected to be included in your search. 

Select a number that suits your needs and has SMS capabilities and click "Buy".

 

 

Step 6. Once you have acquired a new Twilio long code number, select "Numbers | Twilio Numbers" to manage your number.  Click on your new number (highlighted in red).


Step 7. Under the “Messaging” section of your new Twilio number, enter this link in the "Request URL" section:

https://gateway1.mc.hostedcc.com/Handlers/InboundTwilioHandler.asmx

This will point your Twilio number into the LiveOps global SMS gateway.

 

Step 8. Ensure "HTTP POST" is selected and click “Save” to store your new Twilio number configuration. 

This completes the Twilio configuration of your new Twilio SMS long code.

 

 

 

Step 9.  Collect API Credentials

You need to collect the API credentials in order for the LiveOps Help Desk to configure the proper connectors within your Tenant.  In your Twilio account page click on the drop down in the top right corner and choose "Account":

 

 

You should see your "Live" account API Credentials.

Copy the AccountSID and the AuthToken keys.  You will need them in the next step.

Note: Do not use your TestAcount Credentials.  You must copy your Live account credentials.

 

Step 10.  LiveOps Help Desk Notification

You should now send an email to helpdesk@liveops.com letting them know about your new Twilio SMS long code.  This email must include the Twilio "Request URL" that is being used (set in step 7&8 above), The AccountSID and AuthToken from your Twilio account, the LiveOps tenant it needs to be added to, and notification that this new long code needs to be added to the LiveOps SMS gateway and your LiveOps tenant's multichannel administration interface. 

 

Example email:

Dear Help Desk Team (helpdesk@liveops.com),

We have recently acquired a new Twilio SMS LONG code which is: 801-810-xxxx.
This new long code needs to be added to our LiveOps tenant: http://MyTenat.hostedcc.com
This new long code is using the following message URL: 
    https://gateway1.mc.hostedcc.com/Handlers/InboundTwilioHandler.asmx

The SMS code is using the following Twilio credentials:
    AccountSID: xxxxxxxxxxxxxxxxxxx
    AuthToken: xxxxxxxxxxxxxxxxxxx

Please add this new SMS code to the LiveOps SMS gateway and to our tenant’s Multichannel 
Administrative Interface.

Sincerely,
Mr. Customer

Short Code Configuration

If you have decided that a short code is best for your organization, follow these steps to acquire and configure a new SMS short code from Twilio:

 

Step 1.  Login to your Twilio account (master account or sub account) where you want to add an SMS short code

 

Step 2.  Click on the “Numbers” link in the menu bar

 

Step 3. Click the “Short Codes” link

 

Step 4. Click on the “Apply for a new Short Code” link

 

 

Step 5. Short Code Application

The Twilio SMS short code application wizard will walk you through the online application process.  Select which region of the world you would like to use this Twilio short code: US, UK or CA and click “Continue”.

 

 

Step 6. New or pre-existing short code

You will be asked if you wish to purchase a new short code from Twilio or if you already own a short code.  Make the appropriate choice and click “Save & Continue”.

 

 

If you select “I already own a short code” you will see the below screen which will ask you about the connectivity of your existing short code and if you would like Twilio to manage your SMS short code lease with the CSCA.