Messaging and voice · Twilio integration

Send SMS, WhatsApp and voice messages from your business system and record what happened to each.

Twilio carries the messages and calls. Your business software knows who should receive them and why. GullySystem links the two for your account, so reminders, order updates and payment nudges go out from the record that triggered them. Delivery status and opt-out replies return and are stored against the contact.

Share your requirements

At a glance

Connecting Twilio to the rest of your business.

Many teams send reminders by hand from a phone. Nobody records which ones went out, which failed and who asked to stop. Twilio can do the sending, but something has to decide who receives what.

That decision is built into your own software. Which channels are available depends on your Twilio account, the sender numbers or WhatsApp senders approved for you, and the rules of each country you message into. Reminders, delivery updates and replies all travel through one Twilio account, while the business system keeps the record of what was sent, to whom, and what the customer answered.

What moves

What flows between Twilio and your system.

Each flow is agreed one at a time: which record, in which direction, and what happens when it fails.

Appointment reminders by SMS

A booking in your system schedules a text through the Messages API ahead of the slot. The message SID is stored, and a reply of a keyword such as C can mark the booking confirmed. Staff stop chasing by phone. Each send has an owner.

WhatsApp order and delivery updates

Dispatch and delivery events send a template message over WhatsApp using an approved sender. Customer replies reach the order record rather than a personal phone. Templates are approved beforehand. A customer who replies STOP on a reminder is recorded against their record at once, and no later campaign can reach them until they ask to hear again.

Delivery status callbacks

Twilio posts queued, sent, delivered or failed events to a status callback URL. Your system updates each message and flags any number that keeps failing. Staff then stop retrying a landline that can never receive a text. Dead numbers are retired.

Opt-out handling

A stop keyword from a contact reaches the inbound webhook, which marks the number as opted out. Every later send checks that flag first, whichever team tries to write to them, and the check cannot be skipped. Staff see why a message was held.

Click-to-call and call logging

A staff member starts a voice call from the customer screen. The call’s status, duration and any recording link are logged on the customer’s history after it ends. Calls leave a trail. Failures are logged with the number, the error code and the time, so support can answer a customer without guessing what went wrong on the carrier side.

How it is built

From scoping to hand-over.

1. Scope the objects and direction

We list the messages and calls to be sent, the events that trigger them and the replies you want captured. Outbound sends and inbound webhooks are designed together. Start with one number.

2. Connect and test

We use test credentials and a sandbox number for WhatsApp where Twilio offers one, then a small live trial to staff phones. Production credentials are held in your account, not shared by chat. Secrets stay with you.

3. Normalise numbers and opt-outs

Phone numbers are normalised to E.164 format. Duplicate sends are prevented with a send key per event. Failed and undelivered messages enter a retry or review list with Twilio’s error code. Staff can replay them.

4. Check delivery callbacks, then hand over

Daily counts of sent, delivered and failed messages are matched against your logs. We hand over the template list and a note on how to add a new message.

Industries

Trades that often use Twilio.

Ready products

Products it is paired with.

Modules

Capabilities it connects to.

What we build

What we would build for Twilio projects.

Usually in this order, starting with whatever the audit ranks first.

API and System Integration

Tally, WhatsApp, payment gateways, GST portals and your own apps sharing one set of numbers.

Learn more

WhatsApp Business API and Chatbots

WhatsApp Business API work covers number onboarding, template approval, opt-in records and a chatbot with human handover. It connects WhatsApp to a CRM, billing or booking system, so messages are sent from existing records and replies are written back.

Learn more

Business Process Automation

Approvals, reminders, follow-ups and reports that run on their own instead of on someone remembering.

Learn more

Common questions

Questions about connecting Twilio.

Is Twilio used only for sending, or for replies too?

Both. Outbound messages are sent from your system, and inbound replies, status callbacks and opt-outs return through webhooks that we host and secure. Replies are never lost.

What does our Twilio account need?

An account with the relevant channel enabled. SMS may need registered sender IDs or numbers, depending on the country, and WhatsApp needs an approved sender and templates. We check these during scoping. Rules differ by country. Opt-outs always win.

Can past messages be loaded into the system?

Often. Twilio’s message logs can be read through its API for a period, and imported against contacts. How far back it goes depends on your account and its retention.

What if Twilio changes or retires an API?

We follow Twilio’s change notices for the products we use. If an update affects you, we revise the connection under support and test it before switching over. Nothing changes unannounced. Nothing sends without consent.

Every product name on this page, Twilio included, is a trademark of its owner. GullySystem is not affiliated with any of them.

Start with your requirements

Tell us how you use Twilio.

Share your requirements and an engineer will read them before getting in touch.

No obligation
A reply within one business day
Your details stay private

Start with your requirements

Seven short steps that tell us what you need. An engineer reads them before getting in touch.

Share your requirements