Twilio Engage messaging destination

Use cases

• Send targeted SMS automations to audience segments. When someone enters an audience—for example, “high-value customers”—automatically send them a promotional text message.
• Deliver WhatsApp notifications to audience members using Twilio’s WhatsApp Business API. Reach customers on their preferred messaging channel.
• Trigger re-engagement messages when users enter a “lapsed” or “at-risk” audience segment, nudging them to return with a personalized SMS or WhatsApp message.
• Send subscription-aware messages that automatically respect opt-in status. This destination checks subscription status before sending, so you only message profiles that’ve opted in.

Getting started

1. Go to Data & Integrations > Integrations and select the Twilio Engage messaging entry in the Directory tab.
2. (Optional) Select the data sources that you want to connect to your outbound integration. You can always connect data sources later. We'll only show you data sources that work with your integration.
3. Configure your integration.
   1. Twilio Account SID: Twilio Account SID
   2. Twilio API Key SID: Twilio API Key SID
   3. Twilio API Key Secret: Twilio API Key Secret
   4. Profile API Environment: Profile API Environment
   5. Profile API Access Token: Profile API Access Token
   6. Space ID: Space ID
   7. Source ID: Source ID
   8. Webhook URL: Webhook URL that will receive all events for the sent message
   9. Twilio host name: Overrides the default Twilio host name used mainly for testing without having to send real messages.
   10. Connection Overrides: Connection overrides are configuration supported by twilio webhook services. Must be passed as fragments on the callback url
   11. Region: The region where the message is originating from
4. Click Enable Destination.

Actions

When you're done setting things up, you can go to the Actions tab to see how we map incoming data to your integration.

Send SMS

The Send SMS action sends a text message through Twilio when the trigger conditions are met. By default, this action triggers on track events where the event name is Audience Entered.

Key fields to configure:

• From (required): The Twilio Phone Number, Short Code, or Messaging Service SID to send from.
• Body: The message content. You can use variables to personalize the message.
• Media URLs: (Optional) URLs for media attachments, sent as MMS.
• Content SID: (Optional) A Twilio Content API template SID if you want to use pre-approved message templates.

Send WhatsApp

The Send WhatsApp action sends a WhatsApp message using Twilio’s WhatsApp Business API. Like the SMS action, it triggers by default on Audience Entered track events.

Key fields to configure:

• From (required): Your Twilio WhatsApp-enabled phone number, formatted as whatsapp:+15551234567.
• Body: The message content.
• Content SID: (Optional) A Twilio Content API template SID for pre-approved WhatsApp templates. WhatsApp requires pre-approved templates for business-initiated conversations.

Things to know

• Subscription status is enforced. This destination checks each recipient’s subscription status before sending. It only sends messages to profiles with a subscribed status, so you don’t need to build separate opt-in logic.
• API keys are required (not Auth Tokens). Unlike the standard Twilio destination, this integration uses API Key SID and Secret pairs. Create these in your Twilio Console ↗.
• WhatsApp templates may be required. WhatsApp Business API requires pre-approved message templates for business-initiated conversations. If you send WhatsApp messages outside of a 24-hour customer-initiated window, you need a Content SID pointing to an approved template.
• Default trigger is “Audience Entered.” Both SMS and WhatsApp actions come pre-configured to trigger when someone enters an audience. You can change this, but the destination works best with audience-based workflows.
• Standard Twilio rates apply. Twilio bills SMS, MMS, and WhatsApp messages according to your plan.