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FAQ - Twilio SMS

Can a Twilio SMS trigger a conversion in my campaigns?

Conversions in Customer.io track the last email or communication sent before the user enters a conversion segment. If you are tracking users performing an action or entering a segment after receiving an SMS, then a user can be marked as converted after receiving the Twilio action.

How does Twilio deal with SMS unsubscribes?

If a user unsubscribes via SMS, he/she would no longer be able to receive SMS communication through your campaign. This is because the user will opt out of receiving messages from your Twilio phone number, and this decision is handled directly by Twilio.

What if a user no longer wants to receive a Twilio SMS?

These preferences are managed by Twilio. By default, Twilio will handle English-language messages on long codes in accordance with industry standards. These messages include STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT, which a customer can use to stop receiving messages from your Twilio phone number.

Learn more about Twilio’s support for these messages on Twilio.com.

What if a user stopped receiving messages but wants to receive them again?

Just like unsubscribes, these preferences are managed by Twilio. Twilio uses START, YES and UNSTOP long codes to opt customers back in to receiving messages from your Twilio phone number.

Learn more about Twilio’s support for these messages on Twilio.com.

How can I see if my Twilio was delivered successfully?

You would want to view successfully completed messages in the Campaign Sent tab, which will show a state of Sent, Failed, Bounced, or Delivered. You can also filter for these SMS messages in the Delivery Log.

More about tracking sent Twilio SMS messages in Customer.io.

Can I segment based on Twilio SMS?

Yes! To segment for a Twilio SMS, you can use the segment builder as normal:

Segmenting on sent Twilio message