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Workspace SMS conversations are not enabled by phone import. The current Twilio validator requires enable_sms: false. This guide describes the decisions needed for a future channel; it does not provide an active Threetone messaging webhook.

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Before you begin

Identify the sending number or Messaging Service, intended audience, application owner, and the policy for consent and opt-out requests. Confirm the provider requirements for your destinations with the account owner. A voice number and a verified phone number do not by themselves establish permission to send messages.

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Prepare the message flow

1

Define the incoming contract

Twilio sends form-encoded webhook data, including MessageSid, From, To, and Body. Plan provider signature validation using the provider’s supported library and keep the external request separate from your internal conversation record.
2

Define conversation identity

Choose how workspace, receiving number, sender, and inactivity affect conversation boundaries. Use MessageSid to identify duplicate delivery rather than creating a second assistant reply.
3

Separate receipt from delivery

Specify the webhook response and the outbound sending workflow independently. Twilio expects TwiML for its incoming message webhook. A received webhook does not prove that a reply reached the handset.
4

Prepare release tests

Include duplicate messages, delayed status callbacks, unsupported attachments, opt-out requests, provider rejection, and an unavailable agent. Keep provider routing on its existing destination until a supported receiver is released.
See Twilio’s incoming message webhook reference for the provider request and response contract.

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Failure handling

Record message identifiers and delivery states without putting message bodies or secrets in routine logs. Bound retries and check the original send result before attempting another reply. An unknown delivery result should not trigger an unlimited resend loop.

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Frequently asked questions

No. Setting enable_sms to true is rejected by the current API.
No. SMS verification checks a code for a specific demo flow; it is separate from conversational messaging.