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Can I send and receive text messages to my customers? (How to set up the Twilio integration)

Integrate Twilio with your Check Cherry account to send and receive SMS messages to and from your customers. Automate your leads, follow ups, payment reminders and more via text and track the messages in the lead or booking record in Check Cherry.

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To enable your Twilio integration with your Check Cherry account, start in Check Cherry by clicking on Manage --> Business Settings --> Integrations. Find the Twilio integration and click the Enable button.

If you are asked for your "Phone Number SID", go to your Twilio account, expand the Phone Numbers menu in the left sidebar, and select Manage --> Active Numbers.

  1. Log in to your Twilio account.

  2. Go to the Phone Numbers menu in the left sidebar

  3. Click Manage --> Active Numbers

4. Under Active Numbers --> Properties look to the Phone Number.

My text messages are showing as Undelivered

If you are getting an undelivered error on your text messages through Check Cherry, check your Twilio account to see what the cause of the error may be. From your account dashboard, click on the Monitor tab, then look for the Error logs below:

If you have set up your Twilio account correctly, but your text messages are not getting delivered, it may be because you have not registered them with a A2P 10DLC Campaign. Messages sent to US numbers will not be delivered if they are sent from numbers that are not associated with an approved A2P 10DLC Campaign.

What is A2P 10DLC?

A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-Digit Long Code (10DLC) phone numbers. Carriers in the US consider all Twilio traffic to be A2P. Carriers’ A2P 10DLC offerings provide better delivery quality and lower filtering risk than long code SMS of the past, using the same phone numbers.

Do I need to register for A2P 10DLC?

Yes, if you send SMS or MMS to U.S. phone numbers using long code numbers, you need to register for A2P 10DLC.

How do I register for A2P 10DLC?

Registration is done through the Twilio Console. If you're an ISV, you can also use our registration APIs to register yourself and your customers. You can register through your Twilio account: https://help.twilio.com/articles/1260801864489-How-do-I-register-to-use-A2P-10DLC-messaging

Helpful tips to keep in mind when setting up your account:

  1. Prepare your business information

    1. Legal business name must match exactly with IRS/Secretary of State records

    2. EIN / Tax ID: Use the company's EIN (not your SSN unless it's a sole proprietorship)

    3. Business type: Accurately list it as an LLC, Corporation, Sole Proprietor, etc.

    4. Website: Provide a live, professional-looking site (carriers often check it)

    5. Contact Info: Make sure your phone number and email are valid and monitored

  2. Be transparent with campaign details

    1. Use case clarity: Describe exactly whatyou'll send (e.g. "Booking confirmations, payment reminders and customer service updates for event rentals."

    2. Message samples: Write samples that reflect real-world usage, including opt-out language (Reply STOP to unsubsubscribe)

    3. Opt-in process: Document how customers consent to receive texts (website forms, booking flow, contract checkbox, etc.)

  3. Follow Content & Compliance Rules

    1. No SHAFT content: Carriers block campaigns tied to Sex, Hate, Alcohol, Alcohol, Firearms or Tobacco (except some approved alcohol use cases)

    2. Opt-in/out language: Always provide clear instructions for STOP/HELP

    3. Privacy & terms: Carriers like seeing a link to your Terms & Privacy Policy where users opt in

    4. Avoid "High-risk" wording: Phrases like "Free $$$", "Loan approval", "click here for crypto" often trigger rejections.

  4. Optimize your campaign setup

    1. Separate campaigns by use case: Don't lump marketing & transactional info into the same message. (E.g. one campaign for booking confirmations, another for promotions)

    2. Low throughput expectation: Standard 10DLC isn't for mass message blasting; carriers want conversations/transactional use.

    3. Start small: Once registered, ramp up gradually to avoid being flagged for unusual usage spikes.

  5. Watch out for common pitfalls

    1. Using a DBA name instead of the official legal entity name

    2. Submitting fake or placeholder websites

    3. Copy/pasting generic message samples that don't reflect your real use cases

    4. Forgetting to add opt-in explanation is one of the top reasons for rejection.

You need to set up webhooks in order to receive sms replies

If you would like Check Cherry to log incoming messages and notify you upon receipt, you must configure a "Messaging Webhook" on your phone number. To do that, enter the following settings:

  • Under "A Message Comes In", choose "Webhook"

  • For the URL enter https://yourcompanyurl.checkcherry.com/webhooks/twilio/message_received

  • Make sure HTTP POST is selected

Note that if you are already using other software to handle your incoming SMS messages, these settings may cause that to stop working.

What if I still need help?

You can reach out to Twilio's AI powered help chat using this link: Twilio Help Desk.

You may also find their Quick Start Guide useful.

Twilio also has a library of helpful documents that may help you find what you need.

Twilio Help Docs

I'm getting an error code in Twilio

Twilio error codes are listed here. Search for the code you're getting and click Learn More to discover what the error means and how to resolve it.

Twilio Error Codes

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