How to integrate the Text Messaging channel on the Botmaker platform?
SMS stands for “Short Message Service”. This is a service that allows you to send text messages of up to 160 characters between mobile devices. The Botmaker platform offers a native integration to improve interaction with your customers through text messages.
Estimated reading time: 05 minutes
What is the feature about?
The feature allows connecting the text messaging -SMS- channel for sending and receiving text messages. In the United States, it is an interpersonal communication channel widely used by users, while in LATAM, it is mainly used to send notifications or verification codes in case of tracking purchase orders, government procedures, and access to email accounts or different Internet sites (service providers, social networks, etc.).
The text messaging channel offers two connection modes: a) in case the customer does not have a Twilio account, it is possible to create a new SMS number with Botmaker; b) in case the customer has a Twilio account, they can choose among their active numbers and connect it with Botmaker.
How to perform the integration?
Go to Menu>Channels (https://go.botmaker.com/#/integrations/channels) and select Text Messaging to perform the integration. Click on Connect to start the integration tutorial.
If you have already connected the channel, this connection will be indicated.
In case you already have the channel connected , click on Configure and then on +New SMS Connection.
By clicking on Connect (if this is the first time you are connecting the channel) or +New Text Messaging Connection (if you already have the channel connected and want to add a new number), you will access the integration tutorial for the channel connection. The following screens show the steps for this connection.
To perform the connection, you can connect a new phone number or use a phone number associated with a Twilio account.
Important: to comply with country-specific regulations, you must declare data of the company that legally represents the text messages sent. The latter is not required for US and Canadian numbers.
a) Perform the integration with a new phone number
Step 1: Select the option I want to connect a new phone number
Step 2: Select the country to get the list of available numbers
From the drop-down menu, select the country to display the available phone numbers. In this example, we chose a US number. Click Connect to finish the connection.
b) Integration with a phone number linked to a Twilio account
Step 1: Select the option I have a phone number on a Twilio account
In this case, we will select a phone number associated with a Twilio account. You will be asked to enter your Twilio Account SID and your Auth Token to proceed to the next step. If you need help getting this information, you can access this linkfor more information.
Step 2: Select a Twilio phone number or buy a new phone number
In the screen shown below, once the Account SID and Token data have been entered, check the option " I want to buy a new phone number" or " I want to use my phone numbers". In both cases, once the country is selected, the available numbers to connect the channel will be displayed. Then click on Next to complete the integration.
Step 3: Complete channel integration into the platform
The chosen phone number will be connected by clicking Next, concluding the integration.
Additional considerations
Once the text messaging channel is connected, all currently active numbers will be displayed. By clicking on the delete icon ( 
), you can delete that number (e.g. if you are no longer using it or if it has changed) and add a new one by selecting +New Text Messaging Connection in the upper right corner of the screen.
What are the advantages of the Text Messaging -SMS- channel connection?
The SMS channel connection is an integration that allows you to perform various actions such as:
- Conducting SMS campaigns, and satisfaction surveys;
- Sending account verification and validation codes;
- Sending tracking codes for administrative procedures, purchase orders, etc.;
- In the United States, SMS is the most used channel for communication between people, comparable to the use of WhatsApp in Latin America.
Sending messages from the chats screen
By going to Menu>Chats (https://go.botmaker.com/#/chats) and selecting the Text Messaging icon, you can send individual messages to the users of your choice.
In this same screen, you can configure additional options before sending the text message, such as assigning it to an agent, to yourself, or to a queue. It is also possible to assign a contact name to that phone number, as shown below.
You can also search for a conversation that has taken place over the text messaging channel from phone numbers that are connected to that channel. The conversations associated with that number will be displayed, along with the message text and duration.
Sending messages from the Notifications Engine feature
By going to Menu>Notifications Engine>Campaigns and Notifications (https://go.botmaker.com/#/campaigns), you can send individual and group notifications through the text message channel. Remember that, to do so, you must have created the corresponding user group. By clicking on +New Notification, and selecting the text messaging channel, a tutorial will open guiding you through the creation of the notification you wish to send to your users through this channel.
For more information about sending notifications through the Notifications Engine feature, you can read the following article How to send templates and notifications through Notifications Engine?
Integrate the Text Messaging service to enhance communication with your customers, adding one more channel to your company.
Remember to visit our Help Center for further information.
Written by: Botmaker Team
Updated: 7/27/2023