Twilio Toolkit

The Twilio toolkit connects a Twilio account to EKB and lets agents and workflows send SMS messages. You can configure an SMS-capable sender, send messages with the Send SMS action, and use the Custom API Call action for Twilio REST API operations not covered by a dedicated node.

Prerequisites

• An active Twilio account.
• A Twilio Account SID and Auth Token.
• An SMS-capable Twilio phone number.
• Access to an EKB project where you can configure toolkits.
• A verified destination number when using a Twilio trial account.

warning

Never expose the Twilio Auth Token, Account SID, or Authorization header in workflow inputs, prompts, screenshots, tickets, logs, or documentation. Trial accounts can send SMS only to verified recipient numbers.

Setup

1. Create or access your Twilio account

   Sign in to the Twilio Console or create a Twilio account, then complete the required account and phone-number verification steps.

2. Obtain the Account SID and Auth Token

   In the Twilio Console, open Account → Account Info. Copy the Account SID and securely copy the Auth Token revealed with Show.

3. Configure an SMS-capable sender number

   In the Twilio Console, open Phone Numbers → Manage → Active numbers and confirm that the account has an SMS-capable phone number. Provision one if needed and confirm that it supports SMS for the countries where messages will be sent.

4. Add Twilio to an EKB workflow

   In EKB, open the required project, create or edit a workflow, add a toolkit step, search for Twilio, select the toolkit, and choose the Send SMS action.

5. Create the Twilio connection

   Open the connection selector, click Create Twilio Connection, enter a recognizable connection name, the Account SID, and the Auth Token, then click Save. EKB validates the credentials before saving the connection.

6. Configure the Send SMS action

   Set From to an SMS-capable Twilio number owned by the connected account, To to the recipient number in E.164 format, and Body to the SMS content. All three fields are required.

7. Test the workflow

   Use Run Step to test the Twilio action or Run Flow to execute the workflow. Check the Results panel and confirm that the destination receives the SMS.

Available tools

Messaging

Tool	Description
Send SMS	Sends a new SMS message through the connected Twilio account.

Custom API Operations

Tool	Description
Custom API Call	Makes an authenticated request to a Twilio REST API endpoint not covered by a dedicated workflow node.

Use cases

• Send appointment reminders after a booking step and pass the returned message SID to a later workflow step.
• Send notifications or other transactional SMS messages from EKB workflows.
• Retrieve the latest status of a previously sent SMS using the returned message SID and Custom API Call.
• Use Twilio REST API endpoints that are not covered by a dedicated workflow node.

Troubleshooting

Symptom	Likely cause	Fix
Invalid Account SID or Auth Token	Credentials are invalid, mismatched, or the Auth Token has been rotated.	Confirm the SID and token belong to the same Twilio account and recreate or update the EKB connection when credentials change.
The From number is unavailable	The connected account does not own an active SMS-capable sender number.	Confirm the selected connection owns an active SMS-capable Twilio number and refresh or reselect the connection after provisioning a new number.
Trial account cannot send the message	The destination is not verified, messaging to the country is restricted, or the trial account lacks sufficient balance.	Verify the destination number in Twilio, check country restrictions, and confirm sufficient trial balance.
Invalid destination number	The number is not in E.164 format.	Use a leading +, country code, and subscriber number without spaces, brackets, or local dialing prefixes.
Message is queued but not delivered	Twilio accepted the API request, but final delivery has not been confirmed.	Use the Twilio Console messaging logs and search by the message SID returned by EKB to review the delivery status and error code.
Duplicate SMS may be sent after an uncertain result	An automatic retry was performed after the request status was uncertain.	Do not automatically retry an uncertain SMS request because it may send the same message twice.
Custom API Call fails	The URL is not a relative Twilio API endpoint or credentials were supplied manually.	Use a relative endpoint such as Messages.json or Messages/{MessageSid}.json; do not enter the full api.twilio.com URL, Account SID, or an Authorization header.