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LivePro

Twilio SMS

CommunicationsBuilt by cAND/or REST API · Key Pair Setup: ~10 minutes

Send and receive SMS. Appointment reminders, ticket status notifications, and inbound command routing to Helix and ARTINT. Bring your own Twilio account — your SMS costs, your number.

Required Credentials

3 fields
Account SID
Required

Found in the Twilio Console dashboard under Account Info

Format:ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Enables →
outbound_notificationsinbound_routingsms_opt_out
Auth Token
RequiredSecret

Found in the Twilio Console dashboard under Account Info. Treat this like a password.

Format:••••••••••••••••••••••••••••••••
Enables →
outbound_notificationsinbound_routingsms_opt_out
Twilio Phone Number
Required

Your Twilio phone number in E.164 format. Found in Twilio Console → Phone Numbers → Manage → Active Numbers.

Format:+19045551234
Must be E.164 format: +1 followed by 10 digits for US numbers
Enables →
outbound_notificationsinbound_routingsms_opt_out

Data Flow

3 capabilities
Helix initiates
Vendor notifies Helix
Both directions
// Helix → VendorHelix initiates

Outbound Notifications

Helix → Vendor

Send appointment reminders and ticket status updates

ProtocolREST API call
TriggerAppointment scheduled, ticket status change, invoice sent, technician en route
AuthAccount SID + Auth Token
You configureNo configuration needed in Twilio beyond providing the phone number.
Helix doesNotification templates are configurable per brand in Helix Settings → Communications.
// Vendor → HelixVendor notifies Helix

Inbound SMS Routing

Vendor → Helix

Clients and staff text in to create tickets, update tickets, and command agents

ProtocolWebhook — Twilio posts inbound SMS to Helix
TriggerClient or staff sends an SMS to your Twilio number
AuthTwilio webhook signature verification
You configureIn Twilio Console → Phone Numbers → your number → Messaging Configuration, set the webhook URL to your Helix inbound SMS endpoint. Helix displays this URL in App Marketplace → Twilio → Setup.
Helix doesHelix parses inbound messages and routes them: new issues become tickets, replies thread to existing tickets, commands route to the appropriate agent.

Opt-Out Compliance

Vendor → Helix

Honor STOP requests automatically

ProtocolWebhook — Twilio posts STOP/START events to Helix
TriggerContact replies STOP, QUIT, UNSUBSCRIBE, or START
AuthTwilio webhook signature verification
You configureTwilio handles STOP/START at the carrier level automatically. Helix receives the opt-out event via the same inbound webhook.
Helix doesHelix marks the contact as SMS opt-out and suppresses all future outbound messages. TCPA compliance is automatic.

Ready to connect?

Log into Helix and open App Marketplace to configure this integration.

Open Helix