SMS Integration

Send text message alerts using Twilio.

Prerequisites

You need a Twilio account:

1. Sign up at twilio.com
2. Get a phone number that can send SMS
3. Note your Account SID and Auth Token

Configuration

Field	Description
Name	Descriptive name (e.g., "On-Call SMS")
Account SID	Your Twilio Account SID
Auth Token	Your Twilio Auth Token
From Number	Your Twilio phone number (+1234567890)

Managing Phone Numbers

Phone numbers are managed directly within the SMS integration. You can add, verify, and remove recipient numbers inline -- no need to edit a separate configuration.

Adding a Phone Number

1. Open the SMS integration (create one or edit an existing one).
2. Click + Add Phone Number.
3. Enter the phone number in E.164 format (e.g., +14155551234).
4. A 6-digit verification code will be sent to the number.
5. Enter the code to verify the number.

Only verified phone numbers receive alerts. Unverified numbers are skipped during notification delivery.

Phone Number Format

Use E.164 format for all phone numbers:

+14155551234  (US)
+442071234567 (UK)
+33123456789  (France)

Removing a Phone Number

Click the remove button next to any phone number in the integration to delete it. The number will stop receiving alerts immediately.

Opt-Out and Opt-In

Recipients can control whether they receive SMS alerts by replying to any message from the integration's Twilio number:

• Reply STOP to opt out of all SMS alerts from this integration.
• Reply START to re-subscribe after opting out.

Opted-out numbers remain in the integration but will not receive messages until the recipient re-subscribes.

Message Content

SMS alerts are concise due to character limits:

[CRITICAL] Production API Health
Timeout - Request timed out
https://app.pingward.com/issues/...

Credits and Pricing

SMS messages consume credits from your Pingward plan:

• Each SMS sent uses 1 credit
• Credits are included with paid plans
• Check usage in Settings > Billing

Twilio also charges per message (billed separately through Twilio).

Best Practices

Reserve for Critical Issues

SMS is intrusive. Use routing rules to only send SMS for critical issues:

Conditions: Severity = Critical
Actions: SMS Integration

Combine with Other Channels

Use SMS as a backup, not primary:

1. Slack/Email for all issues
2. SMS only for Critical after 5 minutes
3. Phone call for unacknowledged Critical after 15 minutes

On-Call Rotation

Phone numbers are managed inline within each SMS integration. When combined with on-call schedules in escalation policies, you don't need to manually update phone numbers as the on-call rotation changes -- the escalation policy handles routing to the right person via the configured integrations.

Troubleshooting

Invalid Phone Number

• Ensure E.164 format (+country code + number)
• Remove spaces, dashes, parentheses
• Verify the number can receive SMS

Verification Code Not Received

• Check that the phone number is correct and can receive SMS
• Wait a moment and try resending the code
• Ensure the number is not blocked or opted out

Authentication Failed

• Verify Account SID is correct
• Check Auth Token hasn't been regenerated
• Ensure account is active (not suspended)

Message Not Received

• Check if the recipient has opted out (replied STOP)
• Check Twilio console for delivery status
• Verify recipient hasn't blocked the number
• Check for carrier filtering

Rate Limiting

Twilio and carriers have rate limits:

• Don't send more than 1 message per second per number
• High volume may trigger carrier filtering
• Use Twilio's messaging service for better deliverability

Twilio Trial Accounts

Trial accounts have limitations:

• Can only send to verified numbers
• Messages include "Sent from a Twilio trial account"
• Limited credits

Upgrade to a paid Twilio account for production use.