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SMS Setup

The SMS channel allows you to connect an SMS provider to WTO CRM so text messages can be sent and received directly through the platform. This channel enables SMS text message communication with your customers.

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Starting a New Channel

To start creating an SMS channel, use the highlighted action on the Channels screen. The New Channel button (highlighted) is used to start creating a new communication channel.

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Selecting SMS

On the Select a channel type screen, click the SMS card. The highlighted card represents the SMS text messages channel.

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Choosing the SMS Provider

After selecting SMS, the system displays the SMS Channel screen with available providers. Within the highlighted area, you will see two provider options:

• Twilio SMS (Recommended)
  Description: “SMS sending via Twilio”
• Bandwidth
  Description: “SMS sending via Bandwidth”

Currently, both options are available for configuration.

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Configuring SMS with Twilio

Select Twilio SMS to proceed with configuration. The Configure Channel screen displays the following fields:

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Basic Information

• Display Name *
  • Friendly name for identification
  • Example: “SMS Support”
• Channel Name *
  • Name to identify the SMS channel
  • Example: “SMS Twilio”

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Authentication

• Account SID *
  • Your Twilio Account SID
  • Format: ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
• Auth Token *
  • Twilio Auth Token
  • API Key generated in Twilio

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Advanced Authentication

• Use API Key (instead of Auth Token)
  • Option to configure API Key as an alternative to Auth Token

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Phone Configuration

• Use Messaging Service
  • Option to use a messaging service instead of a single number
• Phone Number *
  • Phone number in international format
  • Country code selector available

After filling in the necessary fields, click Create Channel to finalize the configuration.

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Configuring SMS with Bandwidth

Select Bandwidth to proceed with configuration. The Configure Channel screen displays the following fields:

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Basic Information

• Display Name *
  • Friendly name for identification
  • Example: “SMS Bandwidth”
• Channel Name *
  • Name automatically generated from the display name
  • Example: “SMS Twilio”

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Phone Configuration

• Phone Number *
  • Phone number in international format
  • Country code selector (e.g., BR +55)

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API Credentials

• API Token *
  • Bandwidth API token
• API Secret *
  • Bandwidth API secret (masked field)
• Application ID *
  • Application ID configured in Bandwidth
• Account ID *
  • Account ID in Bandwidth

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Help - Bandwidth

• API Key & Secret: Find in your Bandwidth dashboard
• Application ID: Application ID configured in Bandwidth
• Account ID: Account ID in Bandwidth

After filling in the necessary fields, click Create Channel to finalize the configuration.

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Final Considerations

• The SMS channel requires a configured SMS provider (Twilio or Bandwidth)
• API credentials must be valid and active
• The phone number must be in international format
• Once configured, the channel allows sending and receiving SMS messages