For brands, creating a presence on the channels used by their consumers is key to building connections and creating prospects. Our self-serve on-boarding process for the SMS connector means brands can quickly and easily add this channel to their operations.

Step 1: Get an SMS number from Twilio

Create your own Twilio account here, then follow the below steps to get a number:

  1. Fill in your credentials to get started with a Twilio trial account (you can also use an existing account if you have one).

  2. Click Get a Trial Number and follow the instructions on-screen.

  3. Make sure to note your Account SID and Auth Token from this page as you will need them later in the process.

  4. Configure the request URL by navigating to the following page: https://www.twilio.com/user/account/phone-numbers/incoming

  5. Add your location to the number by clicking on the blue hyperlinked phone number you have just signed up for, and add the relevant link for your location with your account number populated, as below, under the "Messaging" section in Twilio as your webhook. So, for example, if you're based in the US, you would populate the "North America accounts" link with your account number and copy paste it into Twilio.

    • EMEA (Europe/Middle East/Asia) accounts: https://lo.msg-gw.liveperson.net/api/ACCOUNT#/default/twilio

    • North America accounts: https://va.msg-gw.liveperson.net/api/ACCOUNT#/default/twilio

    • APAC (Asia Pacific) accounts: https://sy.msg-gw.liveperson.net/api/ACCOUNT#/default/twilio

Step 2: Connect Twilio to LiveEngage

In LiveEngage, on the Campaigns tab (which you can access from the left sidebar), click on Data Sources in the footnote.

From the default tab, click on Connect in the Twilio SMS box. Click the Activate Twilio SMS Source toggle to enable the connector. Then, click "Next" on the bottom corner, and then enter the following details from your Twilio account (which you copy-pasted earlier):

  • SID
  • Primary Authorization Token
  • Phone number

Click Done.

Step 3: Test your integration

To test your Twilio integration, simply send an SMS to the number which you configured above and see if it shows up in LiveEngage. If it does, and you are able to reply to it as an agent, the setup was successful. If not, please contact LivePerson support for more assistance.

Additional Resources