Configure SMS and WhatsApp with Twilio

The integration uses a Twilio account purchased and administered by your agency. Holidario stores its credentials encrypted and connects compatible numbers to product conversations.

Technical configuration and daily work are separate responsibilities: only an authorized person should manage credentials and senders. Operational staff continue working from reservation conversations.

Before you start#

You need:

• the Agency plan with the Twilio integration available;
• read-twilio permission to view status and update-twilio to change configuration;
• authorization for the team's Twilio resource;
• an active Twilio account with billing managed by your agency;
• that account's Account SID and Auth Token;
• at least one Twilio number with the capability you intend to use.

WhatsApp also requires the sender and, where applicable, its templates to be approved by the provider. Holidario cannot replace that process.

Connect the account#

1. Check that you are working in the correct team.
2. Open Integrations > Twilio.
3. If it shows Disconnected, open Edit.
4. Enter the agency account's Account SID in Twilio SID and its Auth Token in Twilio Token.
5. Save the configuration and return to Integrations > Twilio.
6. Check that the connection card shows Connected and the expected account name.

Once saved, the SID and token are never shown again: their boxes stay empty on the edit screen. Leave them empty to keep the saved values, or enter new ones to replace them. Restrict this screen to trusted agency administrators. To replace a credential, enter the complete new one; do not paste a partially masked version from the provider console.

Choose senders#

1. With the account Connected, open the Routing section of Integrations > Twilio.
2. In the Numbers and channels card, wait for the account's numbers to load; they load when the screen opens, and Refresh Numbers reads them again.
3. Find the number's row: it shows the number, its service, and one button per channel (WhatsApp, SMS, and Voice). A channel the number does not support appears disabled.
4. Tap WhatsApp or SMS in that row for the intended use. The change saves immediately.
5. Wait for the confirmation message.
6. Verify that the channel appears highlighted in the chosen number's row.

Each channel uses a single number, so assigning it to another number removes it from the previous one. While a channel has no number, a warning lists the unassigned channels; Voice also appears in that warning even if you only use messaging.

When you assign a channel, Holidario configures the receiving and status endpoints required in Twilio. If you tap a channel that is already highlighted, the assignment is removed immediately and Holidario clears those endpoints from the number: do this only deliberately. Do not change those webhooks directly at the provider without coordinating with support: doing so could interrupt incoming messages or delivery confirmations.

Voice has its own configuration and operational consequences in the Voice bot section and is outside this messaging guide.

Know when it is ready#

The basic configuration is ready when:

• the account shows Connected;
• the correct account name is displayed;
• every channel you will use has a number assigned in Numbers and channels;
• the sender is active in the Twilio account;
• a controlled test reaches the correct destination and its reply returns to the expected conversation.

Make the first test with a number owned by your organization and a controlled test reservation. Do not use real guest data merely to validate the connection.

Daily work for the team#

Front desk and operations staff do not need the SID, token, or access to this screen. They should send and reply from the authorized reservation conversation.

The Connected indicator confirms that Holidario can authenticate to the account; it does not guarantee that a particular message can be delivered. Number status, WhatsApp approval, the template, recipient consent, and Twilio balance or restrictions also matter.

If it shows Disconnected#

1. Confirm that you are in the correct team.
2. Check that SID and token belong to the same account.
3. Replace the token if it was rotated or revoked in Twilio.
4. Save and check the status again.
5. If it connects but no numbers appear, verify in Twilio that the number is active in that account.
6. If the number appears but assigning it fails, retain the exact error text and ask for help.

Do not keep sending to guests while the outcome of the first attempt is unknown: you could create duplicate messages.

If messages do not arrive#

Separate the problem first:

• the account is disconnected: review credentials;
• there is no assigned number: assign a compatible number in Numbers and channels;
• only WhatsApp fails: review sender and template approval;
• it leaves Holidario but is not delivered: review status and restrictions in Twilio;
• the reply does not return to the reservation: do not alter webhooks; ask for help with the reservation, channel, time, and visible status.

Also see Message delivery problems.

Security, privacy, and costs#

• Do not share the SID, Auth Token, verification codes, or screenshots that reveal them.
• Do not reuse credentials from a Twilio account that does not belong to your agency.
• Limit update-twilio to people who administer providers and billing.
• Twilio processes content, phone numbers, and communication metadata as an external provider; your agency must review its terms, region, retention, and legal basis.
• Messages, numbers, and services can incur Twilio charges even when initiated from Holidario.

What to send support#

Include:

• the team and affected reservation;
• channel, sender, and partially masked recipient;
• date, time, and time zone;
• visible status and exact error text;
• whether the problem affects every message or only one.

Do not include credentials, unnecessary sensitive content, or guest identity documents.