Twilio

JewelTrak integrates with Twilio to send SMS messages to your customers from your store’s own business phone number — without picking up your personal phone. Repair-ready notifications, payment links, appointment reminders, custom-order arrivals, and ad-hoc one-off texts all flow through your Twilio account.

What this does NOT replace

The Share button on cert detail pages and POS receipts uses your phone’s own messaging app (iOS Messages, WhatsApp, etc.) for in-person hand-offs. That stays — it’s free and great for the counter flow. Twilio adds automated and back-office sending where the user isn’t holding their phone, or the message needs to come from the store’s business number rather than a personal one.

Who pays for what

• You sign up at twilio.com, buy your own phone number, and pay Twilio directly. Pricing as of 2026: ~$1.15/month per phone number + ~$0.008 per SMS.
• US senders also need to complete A2P 10DLC brand registration — a US-carrier compliance requirement for business SMS. Adds about $4 in one-time + ongoing fees. Twilio walks you through it during onboarding.
• JewelTrak stores your credentials and sends through your account. Zero cost to JT, zero monthly fees from us.

Realistic monthly cost for a jeweler doing ~100 repair-ready notifications: under $5/month, all on your Twilio bill.

Setup

1. Create a Twilio account at twilio.com. They’ll guide you through verification + buying your first phone number.
2. Complete A2P 10DLC registration if you’re a US sender. Twilio’s onboarding will prompt you — register your brand and a “Customer Care” campaign use case. This is required by US carriers, not by Twilio.
3. Copy your credentials from the Twilio Console:
   • Account SID — starts with AC, 34 characters total. Shown on the Console home page.
   • Auth Token — next to your Account SID. Click the eye icon to reveal it.
   • Phone Number — the number you purchased, in +15551234567 format.
4. In JewelTrak, go to Settings → Integrations → Twilio. Paste all three and click Connect Twilio. JewelTrak validates the credentials against Twilio’s API.
5. (Optional) Use Send Test SMS to text your own phone and confirm the integration works end-to-end.

Sending a one-off text

Open any customer with a phone number on file. In the page header, click Text. A small dialog opens with the customer’s phone pre-filled and a message box.

• US phone numbers can be typed in any format (555-123-4567, (555) 123-4567, 5551234567) — JewelTrak normalizes to E.164 before sending.
• International numbers need the leading + (+44 20 7946 0958).
• The message body shows a live character counter and Twilio segment count (160 chars per segment for plain text; 70 chars if you include emoji or smart quotes).
• Click Send. The recipient sees your store’s Twilio number as the sender and can reply.

Every send is recorded in the audit log (Settings → Audit Log) with recipient, length, sender user, and Twilio message ID.

What’s coming next

Future updates will wire automated triggers so SMS sends happen without anyone clicking:

• Repair ready — auto-text when a repair status flips to Ready.
• Custom order arrived — auto-text on receipt of a special order.
• Payment link — alongside the existing email payment link, an SMS option.
• Appointment reminder — 24 hours before a scheduled sizing / consultation.

The Twilio infrastructure shipped in this release is the foundation for all of those.

Reply handling

Twilio receives any replies to your store number and they show up in your Twilio Console under Messaging → Logs. JewelTrak does NOT currently surface replies inside the app — for now, check your Twilio Console (or set up email forwarding in Twilio’s settings) to see customer responses.

When a customer texts STOP to opt out, Twilio honors that automatically — they’ll never receive another message from your number until they text START. JewelTrak doesn’t need to track this; Twilio enforces it on their side.

Disconnecting

Click Disconnect on the Twilio card. This removes the credentials from JewelTrak. Your Twilio account stays intact — JewelTrak just stops sending through it.

Troubleshooting

• “Twilio rejected these credentials” — Double-check the Account SID (starts with AC, 34 chars) and Auth Token. Both come from your Twilio Console home page.
• “The ‘To’ phone number is not currently reachable via SMS” — Twilio couldn’t deliver to that number. Common causes: it’s a landline, the recipient has blocked your number, or the number is on a do-not-text list. Check Twilio’s Messaging Logs for the specific error.
• Messages aren’t being sent (no error in JT) — Check Twilio’s Messaging Logs in the Console. The most common cause is A2P 10DLC registration not being approved yet — US carriers will silently drop messages from unregistered brands.
• Customer never received the text — Check the Twilio Console’s Message Logs for delivery status. JT only shows the Twilio API’s initial response (queued/accepted); the final delivered/failed status arrives later via Twilio’s delivery webhook (not yet wired in JT).