Texting setup: Twilio, your number & A2P
Connect Twilio, get a sending number, clear A2P 10DLC registration, and flip on automated messaging — the rail behind the inbox, agents and automations.
Settings & integrations10 in this section
Your own phone number powers the Inbox, the AI agents and automations. Settings → Phone system is where you buy, label and release numbers — $20/month each, unlimited team members — and Settings → Texting & SMS holds the automated-send (A2P) gate. Every shop owns its own numbers; nothing is ever shared between accounts, so your customers only ever see your line and their replies only ever reach you.
Manual replies work before A2P — agents don't
You can text customers by hand from the Inbox as soon as you have a number. But leave the Automated messaging gate off until your A2P registration is approved: sending automated messages from an unregistered number can get your traffic blocked or your Twilio account suspended.
Guardrails on automated sends live on each agent's card under AI Agents. The Win-Back Agent has quiet hours (a send window, default 9 a.m.–7 p.m. shop-local time), a daily send cap (default 25 texts/day), a per-lead cooldown (default 30 days), a max-attempts limit, and a marketing-consent requirement. Quiet hours and opt-outs are re-checked at the moment of sending — even for draft-first messages you approve later. Opt-outs are always honored.
Troubleshooting
Win-back texts skip in the evening.
Why: The send is outside the Win-Back Agent's quiet-hours window.
Fix: That's by design — widen the window on the agent's card under AI Agents if you genuinely want later sends.
Common questions
Does buying a number cost money?
Yes — it's a real purchase on your Twilio account with a recurring monthly charge, which is why the Buy button requires the authorize checkbox.
Can I text customers before A2P approval?
Manual one-off replies from the Inbox, yes. Automated sends (agents, automations, campaigns) stay off until you enable the Automated messaging gate — which you should only do after approval.