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SMS widget

Connect a Twilio phone number to your assistant and every text becomes a conversation. Customers reply in plain English; the assistant answers, books, confirms, and escalates. SMS still wins on open rate (~98%) and works on every phone — no app to install, no login.

SMS in Insighto runs on Twilio. Plivo SMS is not wired today.

What you can do with it​

  • Appointment confirmations (dental / salon) — A salon texts every booked client 24 hours before their cut: "Reply YES to confirm, RESCHEDULE to move." Replies go to the assistant, which handles rescheduling on the spot.
  • Two-way support (utilities / telecom) — An ISP routes a "report an outage" SMS line through Insighto. Customers text their address; the assistant checks the outage map, replies with the ETA, and offers a callback when service is back.
  • Order-status pings (e-commerce) — Shopify orders trigger an "out for delivery" SMS. Buyers reply "running late, can you leave it?" and the assistant updates the delivery instruction via the carrier API.

How it works​

Before you start​

You need:

  • A Twilio account with Account SID and Auth Token added under Twilio channel setup.
  • A Twilio phone number with SMS capability.
  • For US traffic: A2P 10DLC registration (Brand + Campaign) — done on Twilio's side, takes 1–2 weeks. Without it, US carriers will throttle or block your messages.

Create the widget​

  1. Open Build → Widgets → Add widget → SMS.
  2. Pick the Twilio number you want to use.
  3. Link your assistant.
  4. Save.

Insighto wires the inbound SMS webhook on the Twilio number for you. You don't need to touch the Twilio console after this.

STOP and HELP — automatic​

Twilio intercepts the universal carrier keywords automatically:

  • STOP / UNSUBSCRIBE / CANCEL / END / QUIT — Twilio blocks future outbound to that number and replies with a standard opt-out confirmation. Insighto sees the inbound STOP and stops sending.
  • HELP / INFO — Twilio replies with the brand's help text (set in the messaging service).
  • START / UNSTOP — re-enables the number.

You don't need to handle these in your assistant prompt.

Where to next​

  • Twilio channel setup — connect your Twilio credentials.
  • Campaigns — bulk outbound (note: SMS campaigns aren't supported yet — only outbound voice).
  • Contacts — every SMS thread auto-upserts the contact.