SMS Setup

Requirements

To set-up SMS in Palera, you need:

• A Twilio account (Sign-up here)

• Twilio account credentials

• A purchased Twilio phone number (Instructions here)

• (For US messaging) A 10DLC-compliant number with an approved campaign (Instructions here)

SMS functionality will not work until a Twilio account is connected and a valid number is configured.

Step 1: Create & Connect Your Twilio Account

1. Sign up or log in to your Twilio account.

2. From your Twilio dashboard, locate:

   • Account SID

   • Auth Token

3. In Palera:

   • Go to Organization Settings / Integrations

   • Select Twilio

   • Click Connect Account

4. Enter:

   • A name for your Twilio account (for identification)

   • Your Account SID

   • Your Auth Token

5. Select which client(s) this Twilio account will be used for.

6. Complete the setup.

Step 2: Purchase a Twilio Phone Number

1. In your Twilio console, go to Phone Numbers.

2. Click Buy a Number.

3. Choose a number based on:

   • Country

   • Type (local, mobile, etc.)

4. Confirm and purchase the number.

Phone numbers must be purchased directly in Twilio. Palera does not support purchasing numbers within the platform.

Step 3: (US Only) Register for 10DLC

If you plan to send SMS to US numbers, you must complete 10DLC registration:

1. In Twilio, go to Messaging → Regulatory Compliance → A2P 10DLC

2. Create a Brand (if not already created)

3. Register a Campaign:

   • Select a use case (e.g. Customer Care)

   • Provide sample messages

   • Describe how users opt in to receive messages

   • Submit for approval

4. Wait for campaign approval before sending messages

Without 10DLC approval:

• You cannot send SMS to US numbers

• Messages may be blocked by Twilio

Step 4: Link Your Number to a Messaging Service

1. In Twilio, open your purchased phone number

2. Assign it to a Messaging Service (created during campaign setup)

3. Ensure the campaign is linked to that messaging service

This allows Twilio to process and deliver messages correctly.

Step 5: Connect SMS in Palera

1. Go to Client Management

2. Select your client

3. Navigate to the SMS channel

4. Click Connect

5. Select the Twilio number(s) you want to use

6. Enable the channel

How It Works

• Once configured, SMS messages will appear in Palera’s unified inbox

• Conversations are routed to agents based on skill-based routing and capacity

• You can manage SMS alongside WhatsApp, Facebook, Instagram, and Live Chat

Important Notes

• SMS can still work internationally without 10DLC

• 10DLC is only required for sending messages to US numbers

• Without 10DLC:

  • You may still receive messages from US numbers

  • You cannot reply to them (The message input field will be disabled)

  • A banner will appear indicating that the number is not compliant

• Disconnecting & Reconnecting Numbers:

  • SMS numbers can be disconnected and reconnected at any time

  • Disconnecting a number will stop all messaging activity for that number until it is reconnected

Key Features

• Unified Inbox – Manage SMS with all other channels

• Twilio Integration – Reliable global messaging infrastructure

• Number Management – Use multiple numbers per client

• Compliance Support – Built-in support for 10DLC requirements

Best Practices

• Complete 10DLC registration early if targeting US customers

• Use clear, compliant sample messages during campaign setup

• Ensure users have opted in before messaging them

• Test your number after setup to confirm messages are sending and receiving correctly