All About Twilio!

When your organization uses the Change Machine COACH App, you may have access to use Twilio to send text messages to your coaching participants. Change Machines offers this service for FREE to any that has an active Premium license.

What is Twilio?

Twilio is an online messaging service that allows users to send and receive messages. Because Twilio was built to be integrated into other websites and services, Change Machine decided that it was a great way to integrate messaging between coaches and their clients directly into the COACH app.

NOTE: Change Machine's free Twilio account only supports sending and receiving SMS and MMS messages with the provided phone number that is allocated to you. If you want to be able to have full functionality, you will need to purchase a license from Twilio to purchase phone numbers, send messages, or manage your own account. Change Machine will only support Twilio accounts that are provided by Change Machine.

How Do I Use Twilio?

After a System Administrator has allocated a Twilio license and granted Twilio User permissions (see article: Twilio Access: Adding and Removing Your Staff) to a coach, that coach can open a Contact record and view messages that were exchanged between them.

Sending a Message:

1. Log into your organization's Salesforce instance and open the COACH app.
   
   
2. Open an existing Contact record or create a new Contact record.
   
   
3. If no Mobile Phone number is shown in the top banner underneath the client's name, open the Intake tab and enter a mobile phone number in the Mobile field. The Mobile phone number is the phone number that will receive text messages.
   
   
4. After updating the Contact Mobile phone number, click on the Messages link to open the Twilio Message panel.
   
   
5. Type in your text message to your client in the Message box.
   
   
6. Click Send Message to send your message.

Viewing All Messages:

1. If Twilio has been installed for your organization, you will see a Twilio Inbox tab in the top toolbar.
   
   
2. Click on the Twilio Inbox tab.
   
   
3. All messages that have been exchanged between yourself and a client can be seen on this page. 

Receiving Text Message Notifications:

With the latest version of the Twilio for Salesforce app, it is now possible to receive email notifications when a text message has been received by a Twilio User with an assigned phone number. 

NOTE: Only a Salesforce User with a System Administrator Profile can set up the email notifications. 

1. Install the latest version of Twilio for Salesforce. Make sure to choose Install in Production and log in using your login credentials. Make sure to install the update for All Users.
   
2. After making sure you have the latest version of Twilio for Salesforce, open the Twilio app using the App Launcher. Again, only a User with a Twilio license and the Twilio Administrator permission set (Twilio Access: Adding and Removing Your Staff) allocated to them can access the Twilio app. 
   
   
3. An Organization-Wide Email Address will need to be set up in your Salesforce instance. This is the email address that all the Twilio notification emails will be sent from. Follow these instructions from Salesforce to set up the email address: Set Up Organization-Wide Email Addresses.
   1. It is recommended that you use a general email like our [e-mail] and not a personal email address.
      
      
4. Scroll down to the Notifications section. If you do not see this section, your Twilio app is not updated to the latest version.
   
   
   
5. Follow these instructions from Twilio to set up the Twilio notifications in the Twilio App: Setup Email or Custom Notifications for Incoming Messages.