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Twilio connection

Send SMS, WhatsApp, or voice call notifications for survey responses. Reach respondents or notify your team through the channel that works best.

Overview

The Twilio connection sends a message or places a voice call for each survey response that matches your trigger rules. You compose a message template with placeholders that get filled in with actual response data. Twilio supports three channels: SMS, WhatsApp, and voice calls, each with its own character limit.

Prerequisites

  • A Twilio account with an active phone number

  • Your Twilio Account SID and Auth Token

  • For WhatsApp: a Twilio-approved WhatsApp sender

  • A survey with at least one question

Setup

Step 1: Connect your Twilio account

Select an existing connected Twilio account or click Connect an account and enter your Twilio Account SID, Auth Token, and the phone number to send from.

Step 2: Choose channel and recipient

Select the channel — SMS, WhatsApp, or Voice call. Then set the recipient phone number. You can either enter a static phone number or map it to a survey question so the message goes to the number each respondent provides.

Step 3: Compose message and set trigger rules

Write your message template using placeholders to insert response data. Then choose which response statuses trigger the message — Complete, Disqualified, or Over Quota. You can also add conditions to filter which responses trigger a message. For example, only send an SMS when a respondent gives a low satisfaction score.

Message template

The message template supports placeholders that get replaced with actual response data when the message is sent. Use double curly braces to insert values:

  • Question answers — Use the question ID, e.g., {{question_id}} to insert that question's answer

  • Response metadata — Use {{_meta:status}} and similar meta placeholders to insert response details

For example: "New response from : scored out of 10"

Character limits

Each channel has a maximum message length:

  • SMS — 160 characters

  • WhatsApp — 1,600 characters

  • Voice call — 500 characters (read aloud as text-to-speech)

A character counter is shown during setup so you can stay within the limit.

Phone number format

Recipient phone numbers must be in E.164 format (e.g., +15551234567). If you're mapping the phone number to a survey question, make sure the question collects numbers in this format.

No backfill

Like other messaging connections, Twilio does not backfill existing responses when first enabled. Only new responses trigger messages. This prevents sending a batch of unexpected messages or calls to recipients.

Good to know

  • Voice calls use text-to-speech to read your message aloud, so write the template in natural, spoken language for best results.

  • Make sure your Twilio account has sufficient balance and the sending number is enabled for the channel you choose.

  • If you're mapping the phone number to a survey question, responses without a valid phone number will be skipped.