Twilio Access: Adding and Removing Your Staff

To use Twilio in the Salesforce COACH app, a System Administrator needs to grant a license and permissions to each user in your organization that will use Twilio in the COACH app.

Granting a Twilio License to Users:

To access and use the Twilio for Salesforce app within the COACH app, each User must have Twilio license assigned to them.

1. After granting your new Staff User(s) access to Salesforce and the COACH app, navigate, in Setup, navigate to Apps - Packaging - Installed Packages or use the Quick Find box to search for Installed Packages.
2. In the Installed Apps list, locate Twilio for Salesforce and click on Manage Licenses.
   
   
3. Click Add Users to add one or more User(s) at a time. Select the checkbox next to each User and click Add to add a Twilio License to the selected User(s).
   

Granting Twilio Permissions to Users:

To use Twilio in the COACH app, each User that has a login for Salesforce must also have the Twilio Permission Sets assigned to them.

• Twilio User: Assign to any User that will send and receive messages.
• Twilio Administrator: Assign to any User that will need access the Twilio app to assign and revoke Twilio phone numbers for Users.

1. In Setup, navigate to Users and select Users. You can also use the Quick Find box to search for Users.
2. Click on the name of a User who will be using Twilio.
3. Scroll down to the Permission Set Assignments section.
4. Click the Edit Assignments button to add Permission Sets.
5. The list of Available Permission Sets are all in alphabetical order. Find the Twilio User and/or the Twilio Administrator permissions and use the Add (right arrow) button to add them to the list of Enabled Permissions. You select one at a time and add them or you can click on one and press and hold down the CTRL key on your keyboard to select multiple and add them.
   • You can remove permissions by selecting one or more from the Enabled Permission Sets list and clicking the Remove (left arrow) button to add them back to the Available Permission Sets list.
     
6. Click Save to assign the permission sets to this User.
7. Repeat this step for any Users that will be using or administering Twilio access for Users.

Assigning Twilio Phone Numbers to Users:

You may need to delete any Users that no longer need Twilio messaging access. Follow the steps below to remove a Twilio phone number from a User.

1. Click on the App Launcher icon (nine dot square icon) to search for and click on the Twilio or Twilio Configuration app.
2. Scroll down to the Personal Phone Numbers section. Click the Add New button.
   
3. In the User field, start typing in the name of your new User.
   • If your User does not populate, make sure you follow the above steps to make sure this User has been assigned a Twilio license and permission sets.
4. In the Mobile Number field, type in any numbers that are in your available and unassigned Twilio Phone Numbers.
   • If no phone numbers populate or you need a list of your available Twilio phone numbers, please contact the Tech Support Team to purchase additional numbers or provide you with a list.
5. Click Save to assign this number to your User.
6. Repeat this step for any other Users that need to have a Twilio phone number to send and receive messages.

Removing Twilio Phone Numbers from Users:

For any previous Staff Users that no longer need Twilio access, you can reassign the Twilio phone numbers that were assigned to them.

NOTE: If you would like to assign them a new Twilio phone number, please contact the Tech Support Team to deactivate any phone numbers and purchase new phone numbers.

1. In the Twilio or Twilio Configuration app, scroll down to the Personal Phone Numbers section.
   
2. Click the Edit button next any Users in the list that have a phone number assigned to them.
3. Click the Remove Link button to remove this phone number from a User.
4. Repeat this step for any Users that no longer need Twilio access.

Revoking a Twilio License From Users:

If any Users no longer need access to Twilio within the COACH app, remove the license that was assigned to them. You have a certain number of licenses available to be used and if you need more, please contact our Tech Support Team.

1. Navigate to Setup, navigate to Apps - Packaging - Installed Apps or use the Quick Find box to search for Installed Apps.
2. In the Installed Apps list, locate Twilio for Salesforce and click on Manage Licenses.
3. Click on the Remove button next to any Users that no longer need Twilio access or click the Remove Multiple Users button to select multiple Users at a time to revoke their license.