Aleksandr Davydov

Receive Inbound Twilio SMS in Bitrix24

Our Twilio SMS to CRM module integrates Bitrix24 with Twilio, allowing you to receive inbound Twilio SMS in your Bitrix24. The inbound messages will be attached to CRM entities and displayed on the CRM card.

How to install the Twilio Incoming SMS module

You can download the module from the official Bitrix24 Marketplace.

You need to have ADMIN access permissions for this.

1. On the left menu bar, select "Market"

2. In the search bar, type in "Twilio SMS to CRM"

3. Agree and Install.

4. Refresh the page. If “Twilio SMS to CRM” appears in the left menu, you have successfully installed Twilio SMS to CRM.

How to integrate the Incoming SMS module with your Twilio account

The "Quick start" tab has instructions for setting your webhook from your Twilio account

How to Configure Incoming SMS Receiving entities

   1. Default entity - What entity should be created when there's an inbound Twilio SMS from an unknown number?
       You can select Lead or Deal.

  2. Receiving CRM entities  - What entity(ies) should an inbound Twilio SMS be attached to when there are several entities with the phone number of the sender?
      Incoming SMS can be attached to Companies, Leads, Contacts, or Deals.

  3. Users to notify about incoming SMS from unknown - Who should receive a notification of an inbound SMS?

      You can select from Recent users, Company structure or Search for a name. When you find a name you would like to add, click on it, and they’re added (they appear in a panel on the right). These people will now receive notifications of incoming SMS.


  To stop a user from receiving SMS notifications, simply click on the "X" beside their name, and they will be deleted.

  4. Open lines 

When you connect the Incoming SMS module with open lines, a chat thread will be opened when there is an incoming Twilio SMS.

SMS and MMS will be received in this dialogue.

When an operator replies, the application sends an SMS to the subscriber through the Twilio gateway.

Add the module to Bitrix24 Contact Center and connect to Open Channels by selecting the "Use Open Lines" option on the Twilio SMS to CRM settings page!

For more information about the Inbound Twilio SMS module, leave us a message

  • 07.11.2019