Twilio Setup
Configure Twilio for SMS messaging and phone calls with guests. Twilio provides the communication infrastructure for text messages and voice features in HelloShift.
Overview
Feature | Description |
SMS Messaging | Send and receive text messages with guests |
Phone Number | Dedicated number for your property |
A2P 10DLC | Business registration for SMS compliance |
Voice AI | Phone call handling (with Voice AI feature) |
Requirements
Before setting up:
HelloShift Guest Messaging plan or higher
Business information for registration
Initial Setup
HelloShift configures Twilio during your account setup. Contact support to get started.
What HelloShift Provides
Phone Number: A dedicated number for your property
SMS Configuration: Incoming/outgoing message routing
Webhook Setup: Automatic message delivery to HelloShift
What You Need to Provide
Business Registration information (for A2P 10DLC)
Property details for caller ID display
A2P 10DLC Registration
To send SMS messages in the US, you must complete A2P (Application-to-Person) 10DLC registration.
Why Registration is Required
Carrier Requirements: US carriers require business verification
Deliverability: Registered numbers have better delivery rates
Compliance: Meets industry regulations for business texting
Registration Process
Go to Admin > Integrations
Click the Twilio tab
Complete the Business Registration form:
Business Information
Field | Description | Example |
Business Type | Legal entity type | Corporation |
Business Identifier | Registration number | EIN: 12-3456789 |
Identifier Type | Type of ID | EIN, DUNS, etc. |
Regions of Operation | Where you do business | USA, Canada |
Industry | Business category | Hospitality |
Legal Business Name | Official registered name | ABC Hotel LLC |
Business Address | Physical location | 123 Main St, City, ST 12345 |
Business Phone | Main contact number | (555) 123-4567 |
Authorized Representative
Field | Description |
First Name | Representative's first name |
Last Name | Representative's last name |
Business Title | Position (GM, Owner, etc.) |
Business email address | |
Phone | Direct contact number |
Click Submit Registration
Wait for verification (typically 3-5 business days)
Registration Status
After submission, your status will be:
Status | Meaning |
Pending | Submitted, awaiting review |
Approved | Registration complete, full messaging enabled |
Rejected | Issues found, corrections needed |
If rejected, you'll receive details about what needs to be corrected.
Phone Number Configuration
Your Twilio Number
Your HelloShift site has a dedicated phone number for:
Receiving guest text messages
Sending SMS to guests
Voice AI calls (if enabled)
Viewing Your Number
Go to Admin > Integrations
Click the Twilio tab
Your number is displayed at the top
Number Capabilities
Feature | Availability |
SMS Inbound | Yes |
SMS Outbound | Yes (after A2P registration) |
Voice Inbound | Yes (with Voice AI) |
Voice Outbound | No (not supported) |
MMS | Yes (images, files) |
Message Settings
Configuring SMS Behavior
Go to Admin > Settings > Messaging
Configure messaging options:
Setting | Description |
Channel Priority | Order of channels (SMS, WhatsApp, Email) |
Reply Signature | Auto-signature on staff replies |
Notification Preferences | Who gets notified of new messages |
Character Limits
Message Type | Limit |
Single SMS | 160 characters |
Concatenated SMS | Up to 1600 characters (billed as multiple) |
MMS with media | 1600 characters + media |
URL Shortening
Long URLs are automatically shortened to save characters and track clicks.
Understanding Costs
How SMS Billing Works
Outbound SMS: Charged per message segment
Inbound SMS: Charged per message
MMS: Higher rate than SMS
Long messages: Split into multiple segments
Reducing Costs
Use snippets: Pre-written messages are optimized
URL shortening: Reduces character count
Channel priority: Route to email for long content
WhatsApp: Often cheaper for international guests
Monitoring Usage
Contact HelloShift support for usage reports or billing questions.
Troubleshooting
Messages not sending
Possible Causes:
A2P registration incomplete
Number blocked by carrier
Invalid phone number
Rate limits exceeded
Solutions:
Complete A2P 10DLC registration
Contact support if number seems blocked
Verify guest phone number format
Wait and retry (rate limits reset)
Messages not receiving
Possible Causes:
Webhook misconfiguration
Guest number invalid
Guest opted out (STOP)
Solutions:
Contact support to verify webhooks
Ask guest to verify their number
Check guest's opt-out status
"Undelivered" message status
Possible Causes:
Guest phone unreachable
Carrier rejected message
Invalid number format
Solutions:
Verify phone number with guest
Try alternative contact method
Check for carrier-specific issues
Registration rejected
Possible Causes:
Incorrect business information
Mismatched business name
Invalid identifier
Solutions:
Review rejection details
Correct information and resubmit
Use exact registered business name
Verify EIN/DUNS is correct
Voice AI Integration
If you have Voice AI enabled, Twilio also handles phone calls.
Voice Features
Feature | Description |
Inbound Calls | AI answers calls to your number |
Call Routing | Transfer to staff when needed |
Transcription | Call recordings and transcripts |
See Voice AI Assistant for voice configuration.
Best Practices
Message Content
Identify yourself: Include property name
Keep it brief: SMS should be concise
Include context: Reference reservation or request
Clear call-to-action: What should guest do next
Timing
Message Type | Best Time |
Pre-arrival | 24-48 hours before |
Welcome | Within 1 hour of check-in |
Follow-up | Business hours (8 AM - 8 PM) |
Urgent | Any time |
Compliance
Honor opt-outs: Never message after STOP
Identify your business: Include property name
Purpose: Only message about their stay
Frequency: Don't over-message (3-4 per stay max)
Related Articles
WhatsApp & Messenger Setup - Additional messaging channels
All About Guest Messaging - Complete messaging guide
Voice AI Assistant - Phone call handling
Guest Automations - Automated messaging