Twilio SMS Dunning

SMS Dunning allows you to send SMS (text) messages to customers throughout the dunning process.

This integration is currently in beta status. What does it mean for a Chargify feature to be beta?

Availability

The Twilio integration is available to merchants:

  • On the free Developer plan (for testing), OR
  • On the Plus plan or higher

If you would like to test out the integration during the beta period, but you do not meet these criteria, you may open a support ticket and request a one month credit for a free upgrade to the Small Business Plus plan.

Setup

You will need a Twilio account to use this integration.

We suggest that you use one Twilio number per Chargify Site. It is possible for customers to unsubscribe from SMS dunning messages so you will want to make sure they are not unsubscribed from a secondary Chargify site.

We also suggest sending both Emails and SMS messages during dunning so that customers will still receive an Email even if they unsubscribe from SMS messages.

Chargify Overview

Go to the integrations tab, and then go to the Twilio tab.

Fill in your Twilio number and Twilio API credentials. You can find them in Twilio on the following two pages:

Remember: if someone at your organization regenerates your Twilio credentials, the integration will stop working until you update the credentials in Chargify.

After you have filled in your Twilio credentials and enabled the integration you can go to your Chargify Settings and go to the “Retries and Dunning” tab.

You can add an SMS message to each dunning step by adding or editing new messages in the Retry and Dunning Schedule.

When editing or adding a message click “Send SMS?” at the bottom of the step editor.

The SMS message body also supports Liquid fields. More information on those can be found in the Customizing Dunning Emails documentation.

Please make sure to include “STOP” and “HELP” text in each of your dunning messages. See the Twilio docs on SMS Filtering for more information.

Also note that it is a good idea to keep your text messages short and sweet (160 characters is recommended).

And that’s it! Customers who have provided a cell phone number will now receive SMS messages on all of the configured dunning steps.