> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cloom.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# SMS Setup

> Configure SMS messaging for your workflows

## Overview

Cloom AI supports SMS messaging through Twilio and Infobip, allowing you to create intelligent text message workflows that can respond to customer inquiries automatically.

## Prerequisites

Before setting up SMS, you'll need:

* A Twilio or Infobip account
* A dedicated SMS number
* Your Cloom AI account with appropriate permissions

## Phone Number Format

SMS numbers must be in E.164 format:

✅ **Correct:**

* `+16673270565`
* `+442071234567`
* `+61412345678`

❌ **Incorrect:**

* `+1 667 327 0565` (contains spaces)
* `(667) 327-0565` (wrong format)
* `6673270565` (missing country code)

<Note>
  Always include the country code and remove any spaces, dashes, or parentheses.
</Note>

## Setting Up SMS with Twilio

### Step 1: Configure Twilio Webhook

In your Twilio console:

1. Navigate to your phone number settings
2. Find the **Messaging** section
3. Set the webhook URL to: `https://api.cloom.ai/messaging/twilio-sms-webhook/`
4. Set the HTTP method to **POST**
5. Save your changes

<img src="https://mintlify.s3.us-west-1.amazonaws.com/cloom/images/twilio-webhook.png" alt="Twilio webhook configuration" />

### Step 2: Add Number to Cloom

Contact your Cloom AI representative to add your Twilio number to your account. Provide:

* Your phone number in E.164 format
* Your project name
* Which workflow should handle messages to this number

<Warning>
  Currently, Twilio numbers must be manually configured. Infobip dynamic setup is coming soon.
</Warning>

## Creating an SMS Node

In your Cloom AI workflow:

1. Click **Create Agent Journey** or **Start & Integrate**
2. Select **Incoming SMS** as the start node type (if receiving messages)
3. Or add an **SMS** node anywhere in your workflow (for sending messages)

## SMS Template Editor

### Message Content

Create your SMS message template:

**Name**

* Give your template a descriptive name (e.g., "Order Status Reply")

**Message**

* Write your SMS message content
* Keep it under 160 characters for single SMS
* Use variables to personalize: `{{customer_name}}`

```text Example SMS theme={null}
Gracias por su llamada y por sus preguntas. No dude en
ponerse en contacto con nosotros si tiene alguna otra
pregunta. - Elegi+
```

### Character Count

The editor shows your character count:

* 127/160 - Within single SMS limit ✅
* 180/160 - Will send as 2 messages ⚠️

<Tip>
  Messages over 160 characters will be sent as multiple SMS messages, which may increase costs.
</Tip>

## SMS Routing

SMS routing works differently than voice:

### Automatic Follow-ups

Unlike voice calls, SMS bots will **automatically ask follow-up questions** until they have all required information.

**Example Flow:**

```
Bot: Thanks for reaching out! I can help track your order.

User: Where is my package?

Bot: I'd be happy to help! Can you provide your order number?

User: 123456

Bot: Thank you! When did you place this order?

User: December 10th

Bot: [Proceeds to next node with order_number=123456 and order_date=Dec 10]
```

### Mandatory Variables

Configure which variables must be collected before proceeding:

1. Navigate to the **Routes** tab
2. Select your route
3. Add variables under **Mandatory Variables**
4. The AI will ask for any missing variables automatically

<img src="https://mintlify.s3.us-west-1.amazonaws.com/cloom/images/sms-mandatory-variables.png" alt="SMS mandatory variables" />

## Testing Your SMS

To test your SMS workflow:

1. Ensure your workflow is activated (toggle in top left)
2. Click **Send Test** in the SMS Template Editor
3. Enter your phone number
4. Click **Send Test SMS**
5. Reply to the message to test the conversation flow

<img src="https://mintlify.s3.us-west-1.amazonaws.com/cloom/images/sms-send-test.png" alt="Send test SMS" />

## Best Practices

<AccordionGroup>
  <Accordion title="Keep Messages Concise" icon="compress">
    SMS is a brief medium. Get to the point quickly and avoid lengthy explanations.
  </Accordion>

  <Accordion title="Use Clear CTAs" icon="hand-pointer">
    Tell users exactly what to do next: "Reply with your order number" or "Text STOP to unsubscribe"
  </Accordion>

  <Accordion title="Brand Your Messages" icon="signature">
    End messages with your brand name or signature (e.g., "- Elegi+")
  </Accordion>

  <Accordion title="Respect Opt-Outs" icon="ban">
    Always honor unsubscribe requests and comply with SMS regulations in your region
  </Accordion>

  <Accordion title="Test Thoroughly" icon="vial">
    Send test messages to multiple devices and carriers before going live
  </Accordion>
</AccordionGroup>

## Viewing SMS Logs

To view SMS conversation history:

1. Navigate to your workflow
2. Click the menu in the top right
3. Select **SMS Logs** (if available)

## Compliance & Regulations

<Warning>
  Make sure your SMS usage complies with regulations in your region:

  * **USA**: Follow TCPA guidelines and obtain proper consent
  * **EU**: Comply with GDPR requirements
  * **Other regions**: Check local telecommunications regulations
</Warning>

## Troubleshooting

### Messages Not Sending

If SMS messages aren't sending:

* Verify the phone number format (E.164)
* Check that the Twilio webhook is correctly configured
* Ensure your Twilio account has sufficient credits
* Confirm the workflow is activated

### Not Receiving Replies

If you're not receiving customer replies:

* Verify the webhook URL is correct
* Check Twilio's debugger for error messages
* Ensure the phone number is properly configured in Cloom

### Variables Not Extracting

If variables aren't being extracted:

* Review your routing instructions for clarity
* Check SMS logs to see the AI's responses
* Ensure variable names match your template usage

## Next Steps

<CardGroup cols={2}>
  <Card title="Email Setup" icon="envelope" href="/platform/email/outbound-setup">
    Configure email messaging
  </Card>

  <Card title="Variables Reference" icon="code" href="/platform/reference/variables">
    Learn about using variables
  </Card>
</CardGroup>