Introduction:

All MSPs already have a phone number that their customers are familiar with - and some of those customers already text their MSP through that phone number.

While MSP Process offers a custom phone number for text-to-ticketing, there are scenarios where MSPs don't want to have to educate their customers to use a new phone number just for text message purposes.

There is a feature in MSP Process that lets our Partners configure a phone number - that they already have in their own Twilio account - be the phone number that their customers can use for text-to-ticketing, as the MSP's Outbound Messaging number, or as a ticket-specific SMS Channel number.

Prerequisites

• In Twilio, you must have a "Verified" A2P campaign setup
• In Twilio, you must have a Messaging Service created and linked to your A2P campaign
• In Twilio the Messaging Service, on its Integrations tab, must be configured to send webhooks:
  • 

Linking MSP Process to your Twilio Account

1. Login to the MSP Process UI (https://mspprocess.com) as an Admin-level account
2. Navigate to the Account Settings -> Twilio Account page
3. Click the Add New button
4. Specify a Name for this Twilio account, and the Account SID and Auth Token (these can be found in the Account Dashboard page of your Twilio account) 
   • 
5. Click the Test button; once it's confirmed as successful, click the Submit button

Selecting a Phone Number from your Twilio Account

1. To view the list of phone numbers that are available in your Twilio account, click on the green eyeball icon in the Actions column:
   • 
2. To make a specific phone number available as a text-to-ticket number, just click on the icon in the Actions column
3. Make sure to link your phone number to the appropriate Messaging Service in Twilio:
   • 
4. Choose whether you want to use this phone number as a "Text-to-Ticket" number, as Ticket-specific "Pool" number, or as your Outbound Messaging number.
5. Click the Import button to finish the process

Using Your Phone Number for Text-to-Ticketing

1. Once the phone number has been imported from your Twilio account, navigate to the Messaging -> Configurations page
2. Click the Add button
3. You'll be able to select your Twilio phone number from the Phone Number drop-down menu:
   • 
4. When you're ready, click Submit!