If you're looking to keep your customers connected through SMS communications, you're in the right place. Whether it's order confirmations, password resets, or marketing messages, reliable SMS delivery is crucial for any modern platform. The good news is that we support two industry-leading providers to handle all your messaging needs: Twilio and Plivo.

SMS Provider Support

We've integrated with both Twilio and Plivo to power system-generated SMS communications. This means you get flexibility in choosing the provider that works best for your business, while maintaining consistent, reliable messaging across all your customer touchpoints.

These integrations handle several critical communication types:

• Order notifications and confirmations
• Account creation verification
• Customer password reset requests
• Marketing SMS campaigns
• Phone number verification during sign-up

Getting Started with Your SMS Provider

To set up SMS communications, you'll need to create an account with either Twilio or Plivo first. Both platforms offer straightforward onboarding processes.

Visit Twilio or Plivo to get started. Once your account is active, gather the following information from your provider:

• Provider ID
• Authorization Token
• Orders Phone Number (for transactional messages)
• Marketing Phone Number (for promotional campaigns)

Configuration Steps

Adding your SMS provider credentials is straightforward:

1. Log in to your Admin Classic dashboard
2. Navigate to IT > SMS
3. Click Update
4. Select your preferred provider (Twilio or Plivo)
5. Enter your provider credentials
6. Click Save

Your SMS integration is now active and ready to send communications to your customers.

Optimizing Your Marketing SMS Campaigns

If you're planning to use SMS for marketing purposes, there are a few important setup considerations. SMS campaigns require proper opt-in practices to comply with regulations and maintain customer trust.

Here are the most common reasons campaigns get rejected and how to avoid them:

Incomplete or Non-Branded Opt-In

Your opt-in process must be complete, clearly branded, and legible to customers. When submitting for approval, provide a screenshot of your checkout page that clearly shows your branding. This helps ensure transparency and builds confidence with your customers.

Pre-Selected Opt-In Checkbox

Make sure your opt-in checkbox defaults to unchecked. Customers should actively choose to receive marketing messages rather than having it selected for them. You can configure this in Admin V2 under Online Store > Templates > Communications.

Proper Modal Configuration

To ensure smooth campaign approval and delivery, verify these settings are configured correctly in Admin V2:

• Auto Opt-in to Marketing SMS Messages is not enabled
• Display SMS marketing updates opt-in sign-up modal is enabled
• Display SMS marketing updates opt-in checkout is enabled

These settings work together to give customers clear, intentional control over their marketing message preferences at multiple touchpoints.

Why This Matters

Having reliable SMS integration isn't just a nice-to-have feature—it's essential for customer engagement and retention. Order confirmations keep customers informed, password resets provide security, and marketing messages drive repeat business. By choosing between Twilio and Plivo, you get enterprise-grade reliability tailored to your specific needs.