Configuring Twilio for SMS Messaging

Last updated: January 18, 2026

Overview

Glide allows clients to leverage SMS as a communication channel to text their customers based on product and lifecycle triggers. SMS messages are sent through Customer.io (CIO) and powered by Twilio.

Clients can either:

  • Use Glide’s managed Twilio setup, or

  • Connect their own Twilio account to Customer.io using self-service configuration

This article explains both options and the steps required for each.

Option 1: Using Glide’s Managed Twilio Account (Default)

By default, Glide provides a fully managed Twilio setup for SMS messaging.

How it works

  • Glide uses its company Twilio account

  • Glide provisions a new phone number for the client

  • The client can choose their preferred area code for the number

  • Glide connects the phone number to Customer.io on the client’s behalf

  • SMS usage is billed monthly based on the total number of text segments sent

Key benefits

  • No Twilio setup required by the client

  • Glide handles number provisioning and configuration

  • Faster time to launch SMS messaging

Once configured, the client can immediately begin sending SMS messages from Customer.io workflows.

Option 2: Using Your Own Twilio Account (Self-Service)

If a client already has a Twilio account, they can connect it directly to Customer.io and manage SMS independently.

Requirements

To send SMS or MMS messages in Customer.io, you must have:

  • An active Twilio account

A Sender configured in Twilio, such as:

  • A standard phone number

  • A short code

  • An alphanumeric sender ID (requires a paid Twilio account with alphanumeric sending enabled)

Step-by-Step: Connect Your Twilio Account to Customer.io

Step 1: Set up a Twilio account

  • Create a Twilio account if you don’t already have one

  • A trial account is sufficient to get started

Step 2: Purchase or configure a sender

  • Purchase a phone number from Twilio, or

  • Configure an alphanumeric sender ID if supported by your account

Make sure the sender is fully set up before continuing.

Step 3: Get your Twilio credentials

From the Twilio dashboard, copy the following:

  • Account SID

  • Auth Token

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Step 4: Add Twilio credentials to Customer.io

  1. Log into your Customer.io workspace

  2. Navigate to:

    Workspace Settings > SMS

  3. Enter your Twilio Account SID and Auth Token

  4. Save your settings

Step 5: Sync phone numbers

After setup:

  • Customer.io will automatically sync your Twilio phone numbers

  • SMS will become available as a message type in your workflows and journeys

You can now select your Twilio sender when composing SMS messages.

Billing Notes

  • When using Glide’s managed Twilio account, SMS charges appear on your Glide monthly invoice based on usage

  • When using your own Twilio account, all SMS and number costs are billed directly by Twilio