Managing SMS conversations in Enchant

Enchant sends and receive messages through channels. An SMS channel turns SMS conversations to tickets in your Enchant inbox.

How to add an SMS channel

The SMS channel works through Twilio:

  • Create a Twilio account if you don't already have one already

  • Provision a SMS capable phone number through Twilio (you can port an existing number to them also)

  • Create a Twilio API key. In Twilio, Account -> API keys & tokens

  • In Enchant, go to the Settings and click on Channels options from the options under Product section on the sidebar.

  • From the channel page, click on Add a Channel button on the top right and select SMS from the list.

  • Provide your Twilio Account SID, API Key & API Key Secret and click Next button.

  • We'll use this information to retrieve a list of phone numbers number from your Twilio account. Select the one you want to use for SMS.
    Note: If you don't see the desired number in the dropdown or if the list is too long, you can also manually enter the phone number in field.

  • Select the inbox where you want to route the conversation to and then click Save.

Once connected, incoming SMS messages will come directly to Enchant and your team will be able to respond to them from Enchant.