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Twilio SMS App - Automated Text Alerts ​

Overview ​

The Twilio SMS app sends automated text messages to designated phone numbers when specific call events occur. Use this app for emergency notifications, on-call escalations, or any scenario requiring immediate SMS notifications.

Why Use the Twilio SMS App ​

  • Emergency Response: Instantly notify security teams when 911 is dialed
  • On-Call Notifications: Escalate critical calls to on-call staff
  • Compliance Alerts: Document important call events via SMS
  • Multi-Recipient Support: Send to multiple phone numbers simultaneously

Key Features ​

  • Multiple Recipients: Send SMS to comma-separated list of numbers
  • Template Variables: Include call details and location in messages
  • Organization Settings: Uses your organization's Twilio credentials
  • Simple Configuration: Just specify contacts and message content
  • Optional Caller SMS: Can also send to the calling party

Prerequisites ​

Before configuring the Twilio SMS app:

Configuration Steps ​

Step 1: Ensure Organization Twilio Settings ​

Your organization must have Twilio credentials configured. Contact your Call Telemetry administrator to verify:

  • Twilio Account SID is configured
  • Twilio Auth Token is configured
  • Twilio From Number is configured

Step 2: Create the Twilio SMS App ​

Navigate to Policies → Apps → Post Call Apps → Send a Message via Twilio SMS

Click Create App

Step 3: Configure Basic Settings ​

Fill in the app details:

  • App Name - "Emergency SMS Alerts" or "Fraud Detection SMS"
  • Description - Brief description of when SMS will be sent
  • App Order - Execution order (80-100 recommended for alert apps)

Step 4: Configure Recipients and Message ​

  • Contacts - Comma-separated phone numbers in E.164 format
    • Example: +15559876543,+15555555555,+15551111111
  • Text Caller - Optional: Also send SMS to the calling party (checkbox)
  • Message Text - SMS content with template variables (160 char limit)

Example emergency message:

🚨 911 CALL: From {{ event.calling_number }} at {{ app_data.phone-discovery.data.subnet_name }}

Available Template Variables ​

Call Event Data ​

  • {{ event.calling_number }} - Calling party number
  • {{ event.called_number }} - Called party number
  • {{ event.calling_name }} - Calling party name
  • {{ event.calling_devicename }} - Device name (e.g., SEP123456789ABC)
  • {{ event.trigger_point_type }} - Where call was intercepted

Location Data from Phone Discovery app ​

  • {{ app_data.phone-discovery.data.phone.ip }} - Phone IP address
  • {{ app_data.phone-discovery.data.phone.extension }} - Extension number
  • {{ app_data.phone-discovery.data.subnet }} - Phone subnet
  • {{ app_data.phone-discovery.data.subnet_name }} - Subnet description
  • {{ app_data.phone-discovery.data.neighbor.neighbor_name }} - Connected switch

E911 Location Data - E911 Subnet CSV Lookup app ​

  • {{ app_data.e911-subnet-csv.data.building }} - Building name
  • {{ app_data.e911-subnet-csv.data.floor }} - Floor number
  • {{ app_data.e911-subnet-csv.data.room }} - Room number
  • {{ app_data.soap-query.data.location }} - CMDB location

Common Use Cases ​

Emergency Call Notifications ​

Alert security teams immediately when 911 is dialed:

🚨 EMERGENCY: 911 call from {{ event.calling_number }} ({{ event.calling_name }}) at {{ app_data.e911-subnet-csv.data.building }} Floor {{ app_data.e911-subnet-csv.data.floor }}
Address: {{ app_data.meraki-lookup.data.location.address }}

Phone Number Formatting ​

E.164 Format Required ​

All phone numbers must be in E.164 format:

  • Start with + followed by country code
  • No spaces, dashes, or parentheses
  • Examples:
    • US/Canada: +15551234567
    • UK: +447700900123
    • Mexico: +525555555555

Multiple Recipients ​

  • Separate with commas only (no spaces)
  • Correct: +15551234567,+15559876543
  • Wrong: +15551234567, +15559876543

Message Length and Segmentation ​

  • Single SMS: 160 characters
  • Longer messages: Automatically split into segments
  • Each segment: 153 characters (due to headers)
  • Cost: Charged per segment

Keep Messages Short

Emergency alerts should be concise. Include only critical information to stay within 160 characters.

Testing Your SMS App ​

Using Call Test ​

  1. Go to Policies → Call Test
  2. Enter test calling and called numbers
  3. Select the policy with your SMS app
  4. Click Run Test
  5. Check Results:
    • Look for the Twilio SMS app in results
    • Verify SMS was received
    • Check for any error messages

Common Issues ​

"Unverified number" error

  • Trial accounts can only send to verified numbers
  • Upgrade Twilio account or verify recipient numbers

"Authentication failed"

  • Double-check Account SID and Auth Token
  • Ensure no extra spaces in credentials

"Invalid phone number"

  • Verify E.164 format (+country code)
  • Remove any formatting characters

Multi-App Workflows ​

The Twilio SMS app can work alone, but works well when combined with other workflow apps:

Emergency Response Workflow ​

  1. Phone Discovery App (Order: 10) - Gather location data
  2. E911 Subnet CSV (Order: 20) - Match to building/floor
  3. SOAP Query App (Order: 30) - Get precise room location
  4. Twilio SMS App (Order: 90) - Send location-aware alert

See Also ​