sms.md

SMS

External users can communicate with Rocket.Chat through SMS.

This integration extends Rocket.Chat's Omnichannel capabilities.

{% hint style="info" %}

• The Rocket.Chat SMS Settings offers the ability to configure SMS integration with several providers, but we are demonstrating with Twilio using Twilio Programmable Messaging API.
• You are required to have your workspace available on a public URL. {% endhint %}

Twilio Programmable Messaging Configuration

• Log in to your Twilio account or create a new account if you don't have one

{% hint style="info" %} To be able to relay SMS, you need to get a Twilio number and create a messaging service. {% endhint %}

• From your Twilio console, navigate to Messaging > Try it out > Get Set Up, click Start setup, and follow the process to configure a Twilio messaging service

• Fill in the service name and Create Messaging Service

• Twilio will automatically provision a number for you so Provision and add this number

{% hint style="success" %} With the configuration complete, you can go ahead and Try sending an SMS to make sure the number works. {% endhint %}

Twilio SMS and Rocket.Chat Webhook

After configuring your Twilio number for messaging, the next step is to link it to Rocket.Chat through an Omnichannel webhook endpoint.

• From your Twilio console, navigate to Phone Numbers > Manage > Active numbers. You will see your Twilio provisioned number and the messaging service it is linked to
• Click on the number to open its configuration page

• Scroll down to the Messaging section and fill in the value of the A MESSAGE COMES IN with the URL of your publicly available Rocket.Chat workspace in this format https://<SERVER_URL>/api/v1/livechat/sms-incoming/twilio then hit Save

{% hint style="info" %} Make sure the action type selected above is Webhook and the method is HTTP POST {% endhint %}

Rocket.Chat Twilio SMS Setting

After getting all the settings on your Twilio Programmable Messaging number ready, it's time to connect it with your Rocket.Chat workspace.

• Open up Rocket.Chat and go to Administration > Workspace > Settings > SMS
• Select Twilio and the service type, then move down to the Twilio section and fill in your Twilio credentials. This can be gotten from the Twilio console
• With that done, enable the service and hit Save changes

Rocket.Chat SMS Messaging

We have gone through configuring a Twilio Programmable Messaging number and linking it with Rocket.Chat through webhook. Now to test the two-way communication:

• Open up any SMS messaging app on your phone and send a message to your Twilio active number
• The message is seen in your Rocket.Chat server, available for any Omnichannel Agent to continue the conversation
• Similarly, when a reply is sent from Rocket.Chat, it is received on the SMS senders end

{% hint style="info" %} External SMS messages sent to an Omnichannel department are identified by the green message icon on the side. {% endhint %}