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Module Detail

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Setup

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1. Add and Configure the Module

1. Go to Modules → Send Twilio SMS (in Popular list)
2. Fill in three one-off fields:
   • From number: A verified Twilio mobile or local line
   • Account SID: Copy from Twilio console dashboard
   • Auth Token: The matching secret from the console
3. Click Save

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2. Attach to an Agent

1. Open your agent
2. Press Add Tool → Module Library → Send Twilio SMS
3. Toggle async on (agent doesn’t need a response)
4. Give the tool a friendly name (e.g., send_signup_link)
5. Add a short description for clarity
6. Save

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Variables Required at Run-Time

• to_number: Recipient’s mobile in international format (e.g., +12345678900)
• message: The text you want to send

• Use \n for line breaks
• Include dynamic placeholders like {{first_name}}
• Keep under 160 characters when possible to avoid multi-part SMS charges

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Prompt Example

If the caller agrees to receive more info, run the send_signup_link tool with:
  to_number = the caller's phone number (in +1234567890 format)
  message = "Hey {{first_name}},\nHere's your sign-up link: 
             https://example.com/promo\n– The Callgency AI Team"

Tell the caller: "I've just sent the link to your mobile."

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Common Use Cases

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1. Confirmation Links

message: "Hi {{firstName}}! Your appointment is confirmed for 
{{date}} at {{time}}. Add to calendar: {{calendar_link}}"

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2. Promo Codes

message: "Thanks for calling! Here's your 20% off code: 
SAVE20\n\nShop now: {{website_link}}"

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3. Resource Delivery

message: "As promised, here's the guide we discussed: 
{{guide_link}}\n\nLet me know if you have questions!"

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4. Appointment Reminders

message: "Reminder: Your appointment with {{company}} is 
tomorrow at {{time}}. Reply CONFIRM or call to reschedule."

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5. Two-Factor Authentication

message: "Your verification code is: {{code}}\n\n
This code expires in 10 minutes."

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When to Use This Module

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Voice Agents

Agent: "Perfect! I'll text you the payment link right now."
[Sends SMS with Stripe/payment link]
Agent: "Sent! You should have it in a few seconds."

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Chat Agents

User: Can you send me the details?
Agent: Absolutely! What's your mobile number?
User: 555-123-4567
Agent: [sends SMS]
      Sent! Check your phone for the link.

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Escalations

to_number: +1234567890 (tech support phone)
message: "🚨 Urgent: Customer {{name}} needs immediate 
assistance. Issue: {{issue}}"

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Tips for Reliable Delivery

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Character Limits

• Under 160 chars: Single SMS (~1-2¢)
• 161-306 chars: 2 SMS segments (~2-4¢)
• Over 306 chars: 3+ segments (costs add up)

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Phone Number Format

• ✅ +12345678900 (US)
• ✅ +447700900123 (UK)
• ✅ +61491570156 (Australia)
• ❌ (234) 567-8900
• ❌ 0491 570 156

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Verify Your Number

1. In Twilio console go to Phone Numbers → Active Numbers
2. Click your number → Verify it for SMS
3. This maximizes deliverability and avoids carrier filtering

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Two-Way SMS

• Use a Twilio number capable of receiving texts
• Handle replies in GoHighLevel or with webhooks
• Set up auto-responses for common replies (STOP, HELP)

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Opt-Out Compliance

• Include opt-out instructions: “Reply STOP to unsubscribe”
• Honor STOP requests immediately
• Keep records of consent

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Cost Breakdown

• Outbound SMS: ~1¢
• Inbound SMS: ~0.75¢
• International: Varies (2-10¢)

• US local: ~$1/month
• US toll-free: ~$2/month
• International: Varies

• Cost: ~$10 for messages +$1 for number = $11/month

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Troubleshooting

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SMS not delivered

• Verify phone number format (+1234567890)
• Check Twilio account balance
• Ensure “From” number has SMS capability
• Check Twilio error logs

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Messages going to spam

• Use verified numbers
• Include company name in message
• Avoid ALL CAPS and excessive punctuation
• Don’t send too many messages too quickly

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International numbers not working

• Verify Twilio supports the destination country
• Check international SMS is enabled on your account
• Use correct country code

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Variables not populating

• Check variable names match exactly (case-sensitive)
• Ensure variables are being passed from agent/GHL
• Test with static values first

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Integration with GoHighLevel

1. Agent qualifies lead
2. Sends SMS with resource link
3. GHL tracks if link was clicked
4. If clicked → Tag "engaged" → Send follow-up
5. If not clicked → Wait 24h → Send reminder

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Next Steps

• Combine with SendGrid Email for multi-channel follow-up
• Use Find or Create Contact to ensure numbers are correct
• Set up SMS Campaigns in GoHighLevel for advanced automation