Overview
SMS is a feature that provides users with a centralized space for managing text message conversations between Contacts and Neostella.
These messages are organized into conversation threads based on each contact for maintaining a continuous communication history, even if the contact's active texting phone number changes over time.
SMS threads can be accessed from contact-related workspaces and may be referenced within project activity, allowing messages to remain connected to the appropriate records while maintaining a centralized conversation history.
Integration Scope
This integration connects Neostella with Twilio to support SMS communication through Twilio phone numbers and APIs.
The integration covers account authentication, outbound message delivery, inbound message processing, and the exchange of SMS-related data between both systems.
Scope:
| Area | Scope |
| Twilio Account and Phone Number | Requires an active Twilio account and a Twilio phone number with SMS capabilities. |
| Authentication | Uses the Account SID and Auth Token to authenticate requests between Neostella and Twilio. |
| Outbound SMS | Supports sending SMS messages through the Twilio REST API using a Twilio sender number, recipient number, and message body. |
| Inbound SMS | Supports receiving SMS messages through Twilio webhooks. Twilio sends an HTTP POST request to the configured webhook URL when a message is received. |
| Inbound Message Data | Processes information provided by Twilio, including the sender phone number, message content, and associated metadata. |
| Webhook Configuration | Requires a webhook URL to be configured in Twilio so inbound messages can be delivered to the connected system. |
| Credential Management | Requires the Twilio Account SID and Auth Token to be stored securely and available for integration authentication. |
Requirements
There are two requirements before we can register a law firm in Twilio:
- Business information: Legal business name, physical address, EIN, business website, and a point of contact.
- Consent documentation and privacy policy: The law firm must provide a clear description of their opt-in flow (web form, paper form, verbal, etc.) and a privacy policy URL that explicitly states mobile information is not shared with third parties for marketing purposes.
Configuration Steps
Neostella is in charge of configuring the Twilio SMS integration. The diagram below presents this process based on the tasks that the Law Firm, Neostella CX team and Neostella Engineering are responsible for:
Authentication
The authentication process is handled by Neostella once the requirements are sent by the Law Firm.
Validation
The process includes two external review gates fully controlled by Twilio:
- Brand review: typically minutes to a few days, but it can be longer.
- Campaign review: typically days, but it can take several weeks.
Once the SMS feature is active, Neostella will notify the Law Firm so they can use the tool.
Once the Neostella CX team has confirmed the SMS service is active, follow this steps:
- Navigate to Control Center.
- Go to the Integrations sections.
- Select Communications.
- Once the integration process is complete, the platform will display the message: Your Twilio account is now connected.
- The configured mobile number should be displayed on the Phone number field.
*Reference Image of the integration Connected
Required Permissions
- Users must have access to Control Center.
- Users must have permission for Integrations.
- Users must have Admin permissions.