Two Way Texting Setup: Twilio

The following document will walk you though the process of setting up Twilio and CLEO for Two Way Texting. Setting up Two Way Texting is a multi-part process where in Part 1 we will configure Twilio, Part 2 consists of turning on the two-way functionality within CLEO itself and Part 3 consists of setting up the defaults for Two Way Texting in CLEO.

Part 1 Twilio Configuration:

1. Log into your Twilio Account - https://www.twilio.com/login

Navigate to the Twilio phone number by clicking Phone Numbers (1); Manage; (2) Active Numbers.  (3) Click the phone number within the list.  In most cases there will only be one number listed.

If you don’t see “Phone Numbers” follow the instructions from Twilio and click explore products.  You will see a list of items you can pin, and one of them will be Phone Numbers.   

2. In the phone number properties setting screen scroll down to the “Messaging” section and in the “A Message Comes In”.  Add the following settings:

• First Drop Down – Webhook
• 2^nd Field Add this URL: https://ssismsuser:ssismsuser!@cleomessageapi.servantia.com/api/ReceiveText/TextResponse
• Third Field – HTTP POST
• Click the save button to save changes. This completes the setup process in Twilio.

Part 2 CLEO Configuration:

1.  In CLEO navigate to (1) Settings (2) User Defined Values (3) Communication Tab.  Click the box next to (4) “Enable Two Way Texting” then (5) click “Save”.

2.  Once save is clicked, close out of CLEO.  Everyone else in the office will also need to close out for Two Way Texting functionality to appear.   This step only needs to be done in one CLEO and will automatically update for everyone.

Part 3 CLEO Feature Set Up: 

When CLEO is re-opened, additional Two-Way Texting Settings will now be available.

1. Check this box to Enable Out of Office Messaging
2. Edit the message in this box for the business “Hello, you’ve reached Molly Maid of [Business Name]. Our offices are currently closed, but we will be in touch when we’re back. Our hours of operation are Monday through Friday, 8 am to 5 pm.”
3. Check this box to send out of office messages all day Saturday
4. Check this box to send out of office messages all day Sunday
5. Select the start time for the out of office message to begin
6. Select the start time for the out of office messages to end
7. Flip Text Layout Box determines the orientation on the screen of the text messages.

Box is Checked	·  Molly Maid messages appear on the left side ·  Molly Maid messages appear in white
Box is Not Checked	·  Molly Maid messages appear on the right side ·  Molly Maid messages appear in blue

8.  Confirm that texting is enabled for both customers (and leads) and (9) employees as the default

Watch the Two-Way Texting Video Part 1 and Part 2.

updated 1/25/22