The Twilio app enables you to send SMS text message notifications to agents’ cellular/mobile phones as an action when automating the helpdesk.

To install this app you need to have a Twilio account and have registered a phone number with Twilio.

1. Go to your Account Settings on the Twilio site and copy down your Account SID and Auth Token (click the padlock icon to reveal it).
2. Go to Apps within the Deskpro admin interface, select the Twilio app and click Install App.
3. Enter the SID, Auth Token and From number (the number that SMS messages will appear to originate from, which must be registered with Twilio). Be sure to use the flag icon to select the country of the phone number.
4. Click Install App.

You will now have SMS actions available for helpdesk automation. See the section Sending SMS alerts for details.