Twilio Engage Messaging Destination

Updated

About this integration

Twilio Engage brings Segment, Twilio, SendGrid, and WhatsApp together to help you create and send email, SMS, and WhatsApp campaigns to your customers. As a destination, you can identify profiles in Twilio and send events that trigger messages, helping you maintain timely, personal relationships with your customers.

Mode How we forward source data to the destination: through Customer.io's servers or directly from our JavaScript client.Web sources Indicates whether or not this integration supports our the JavaScript client.API sources Indicates whether or not this integration supports our server libraries (Go, NodeJS, Python), API, Mobile SDK, and other data sources.Supported calls The API methods this integration supports.Integration name The name of this integration if you want to enable or disable it in the integrations object.
StandardtrackEngage Messaging Twilio

 This destination is specifically for Engage audience workflows. If you want to send SMS based on individual track or identify events, use the standard Twilio destination. For multi-step communication workflows, use Twilio Studio.

Use cases

  • Send targeted SMS campaigns 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 people who’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 Hostname: 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.

You may need to add actions for this integration

While we often have default triggers for actions, we don't always add those actions as defaults. You may need to add actions to make sure that you're sending all the data that you want to send to your integration. See our actions page for help setting up actions.

ActionDefault TriggerDescription
Send SMS

type = “track” and
event = “Audience Entered”

Send SMS using Twilio
Send WhatsApp

type = “track” and
event = “Audience Entered”

Send WhatsApp using Twilio

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 people 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.
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