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Inbound SMS (Twilio)

Use this guide to connect Twilio so incoming text messages reach your Chatley agent. API credentials stay on the Chatley server; you only copy webhook URLs into Twilio.

Before you begin​

  • A Twilio account with a phone number that supports SMS.
  • An agent in Chatley with a phone number assigned (required before enabling SMS).
  • Compliance: follow Twilio and carrier rules (10DLC, toll-free verification, etc.).

Step 1 — Open Post-call SMS​

  1. Sign in and open the workspace that contains your agent.
  2. Open the agent, go to the Actions tab, then scroll to Post-call SMS. The same panel lists your inbound SMS webhook URL and optional status callback — copy the primary webhook when it appears.

Step 2 — Configure Twilio​

  1. In Twilio Console, open your phone number (or Messaging Service) configuration.
  2. Under A message comes in, choose Webhook and method HTTP POST.
  3. Paste the webhook URL from Chatley and save.
  4. Optionally set the status callback URL if Chatley shows one — useful for delivery reporting.
note

The UI may show a webhook URL on your app's own domain, or a separate API URL — either is valid as long as Twilio can reach it over the public internet. If in doubt, use the URL shown in the Post-call SMS panel.

Step 3 — Inbound handling and post-call texts​

After Twilio is pointed at the webhook, incoming SMS to your agent's number can be handled by Chatley according to your plan and server rules. In the same Post-call SMS section, you can turn on Send SMS after calls end to text the caller when a voice session ends — for example a thank-you or order confirmation. Choose a template or a custom message, save, and ensure your use case and compliance posture allow automated outbound texts.

Troubleshooting​

ProblemWhat to check
Webhook URL missing in UIEnsure you are signed in and the API is reachable; refresh the agent page and open Actions → Post-call SMS.
Twilio errorsCheck Twilio Debugger and confirm the URL is HTTPS in production.
No reply from the agentConfirm SMS is enabled for the agent and the correct number is linked.

Next steps​