Twilio Messaging

Twilio messaging lets admins send SMS updates, receive client replies, and track delivery status.

What Admins Can Configure

• Twilio Account SID
• Twilio Auth Token
• Firm sending phone number
• Messaging Service SID for production sender pools
• Status callback URL for delivery updates
• SMS enablement
• Voice enablement for future voice workflows

SMS Compliance

CaseSolo tracks opt-in and opt-out status for each phone number. If a client replies STOP, CANCEL, END, QUIT, or UNSUBSCRIBE, CaseSolo records the opt-out and blocks future sends. If the client replies START, YES, UNSTOP, or SUBSCRIBE, CaseSolo records the opt-in.

All shipped SMS templates include opt-out language.

Inbound Replies

Inbound messages are stored in the SMS thread. When CaseSolo can match the sender phone number to a contact, the message is linked to that contact and the latest client case.

Troubleshooting

• Confirm the recipient phone number is E.164 formatted, such as +15551234567.
• Confirm the client has not opted out.
• Confirm the Twilio webhook URL includes the firm ID.
• Confirm status callbacks are configured if delivery tracking is needed.