CRM outbound SMS

Send text messages from Conversations and automations by connecting your own Twilio account. NurtureSite does not provide a shared SMS phone number.

This is separate from CRM outbound email (Mailgun / SMTP). SMS marketing needs an explicit SMS marketing opt-in on that person; booking SMS consent writes SMS-transactional.

Where to configure

Site admin → CRM → Settings → Text messages (SMS)

Paste your Twilio Account SID, Auth Token, and From number, save, then send a test text to yourself.

Setup (about 5–10 minutes)

1. Create a Twilio account at twilio.com/try-twilio.
2. Buy an SMS-capable number in the Twilio Console under Phone Numbers.
3. On the Twilio Console home page, copy Account SID and Auth Token.
4. In CRM → Settings, paste:
   • Account SID (starts with AC)
   • Auth Token
   • From number (the Twilio number you bought — include country code, e.g. +15551234567)
5. Click Save settings.
6. Enter your mobile number under Send a test text and confirm you receive it.

US/Canada numbers without a + are normalized automatically (e.g. (555) 123-4567 → +15551234567).

What SMS unlocks

Place	Behavior when connected
Record → Conversation → SMS	Compose and send a text to the send-to phone
CRM → Templates	Reusable SMS templates
CRM → Automations → SMS node	Automated texts in follow-up flows (Send to: Primary / Send-to / All contacts)

If Twilio is not connected, the SMS tab on a lead explains how to connect, and sends fail with a clear error (they do not pretend to succeed).

Billing and compliance

• Twilio bills you for the phone number and each message segment.
• Follow Twilio and local regulations (consent, opt-out, quiet hours). Automations that text should only run when that person has permission for that channel.
• In HIPAA mode, SMS still requires recorded PHI communication consent on the primary Patient contact (same rule as email).

Disconnect

Use Disconnect Twilio in CRM Settings to clear credentials. Lead SMS and automation SMS stop until you reconnect.