Setup

SMS/WhatsApp messages (Twilio)

Send and receive SMS and WhatsApp using your own Twilio account (BYO model), straight from the contact or lead.

The Messages integration uses YOUR Twilio account (BYO model: you bring your own account). Messages are sent and billed in your Twilio account: there is no cost, margin or intermediation on our side. We only wire up the fields and the button to send SMS/WhatsApp and log the replies.

The integration starts inert: nothing is sent until you fill in the fields and activate. The Auth Token is stored encrypted in the CRM and is never displayed back.

Prerequisites

A Twilio account with active balance/plan and a Twilio number enabled for SMS (and, for WhatsApp, a WhatsApp sender approved in Twilio).
Access to the Twilio Console to view the Account SID and the Auth Token and configure the number's webhook.
In Sellio, administrator access to save the credentials and activate the integration in Settings → Integrations.

What you need to fill in

Account SID: the identifier of your Twilio account, found in the Twilio Console (starts with AC...).
Auth Token: the account authentication token, also in the Twilio Console (stored encrypted in the CRM).
SMS number (sender): a Twilio number enabled for SMS, in E.164 format (e.g., +15005550006). Required to send SMS.
WhatsApp number (sender): your WhatsApp sender approved in Twilio, in E.164 (without the whatsapp: prefix). Required to send WhatsApp.

How to configure

Open Settings → Integrations and find the "SMS/WhatsApp messages (Twilio)" card.
Paste the Account SID and the Auth Token; enter the SMS and/or WhatsApp number and click "Save credentials".
Copy the "Webhook URL (Twilio)" that appears and, in the Twilio Console, on your number, point the "A message comes in" field (webhook) and the "Status callback URL" to that URL.
Return to the CRM and click "Activate".

How to send a message

Open a Contact or Lead that has a phone (Phone or Mobile field).
In the "Messages (SMS/WhatsApp)" panel, click "Send SMS/WhatsApp".
Choose the channel (SMS or WhatsApp), check the number, write the message and click "Send".
The message is logged in the record's history (and on the timeline). The customer's replies arrive via the webhook and appear in the same history.

💡 If you try to send without having configured Twilio, the CRM warns you clearly and nothing is sent. The feature stays inert until the credentials are in place. Replies received are matched to the contact/lead by phone.

Treat the webhook URL and the Auth Token as secret (for security, the CRM does not show the saved token back). The CRM verifies the X-Twilio-Signature of received calls using your Auth Token.

How to test

Open a Contact or Lead with a phone and, in the "Messages (SMS/WhatsApp)" panel, click "Send SMS/WhatsApp".
Choose the channel, write a short message and send it to one of your numbers.
Confirm the message reached the phone and that it was logged in the record's history.
Reply from the phone and check that the reply appears in the same history (this validates the inbound webhook).

Troubleshooting

401/authenticate: wrong Account SID or Auth Token. Re-paste the Auth Token (it does not come back from the server) and check the Account SID (starts with AC).
Error sending / invalid number: use E.164 format (e.g., +15551234567) in the sender and check that the Twilio number is enabled for the channel (SMS vs WhatsApp) and for the destination country.
WhatsApp does not send: the WhatsApp sender must be approved in Twilio and entered without the whatsapp: prefix. Outside the 24h window, WhatsApp requires an approved template.
I do not receive replies: in the Twilio Console, on your number, point "A message comes in" and the "Status callback URL" to the CRM's "Webhook URL (Twilio)".
Received call rejected: the X-Twilio-Signature does not match (divergent Auth Token). Re-enter the same Auth Token in the CRM.

Connect GoTo (VoIP · SMS · Meetings)

GoTo is a bring-your-own-account alternative for voice, SMS and meetings: connect your GoTo account and start click-to-call, SMS and GoTo Meeting links from the CRM. It stays inert until you save your OAuth app credentials and connect. The connection happens in a popup, so you never leave the CRM.

In the GoTo Developer Center, create an OAuth app and add the exact "Redirect URI" shown on the GoTo card (Settings → Integrations) to its authorized redirect URIs.
On the GoTo card, paste the Client ID and Client Secret (and, optionally, a default caller ID) and click "Save app credentials".
Click "Connect": a popup opens the GoTo consent screen. Approve it and the popup closes automatically — the card then shows "Connected".
To revoke access, use "Remove credentials" on the card. Use "Reconnect" to refresh the authorization.

💡 The Client Secret and tokens are stored encrypted and never shown again. The Connect button only becomes available after the credentials are saved.

Open this article inside the system →