Overview
The Twilio integration allows you to send and receive text messages directly from Pipeline Solutions, streamlining communication with your members. With this integration, all messages sync to Mindbody, ensuring your client chat history is always accessible — even if you stop using Pipeline in the future.
Follow the steps below to connect your Twilio account to Pipeline Solutions.
Step 1: Retrieve Your Twilio Credentials
To connect Twilio to Pipeline Solutions, you’ll need to gather a few key details from your Twilio account:
Navigate to "Your Account" in your Pipeline Solutions portal by clicking your account icon in the top right corner.
Click "Integrations", then click "Connect"
In a new tab or window, log in or Create an Account with Twilio. If you are creating a new Twilio account, you will need to complete Regulatory Compliance to continue.
Go to Twilio Console.
Find your Account SID:
From the Twilio dashboard, locate the Account SID under the "Account Info" section as you scroll down the Account Dashboard page.
Paste your Twilio Account SID into the Account SID field in the Pipeline Solutions Twilio integration modal.
Generate an API Key:
Click "Go to API Keys".
Click Create API Key.
Select Standard Key and enter a descriptive name (e.g., "Pipeline Solutions Integration").
Copy and paste the API Key SID and API Key Secret into the Pipeline Solutions Twilio integration modal and also store them in a secure location (they will only be visible once).
Retrieve Your Twilio Phone Number:
Go to Account Dashboard and scroll down.
Copy the phone number you’d like to use for sending texts.
Paste the phone number into the Pipeline Solutions Twilio integration modal.
Click Save Changes.
Step 2: Verify Your Connection
After saving your credentials, Pipeline Solutions will verify the connection, you should see a green checkmark.
If there is an error, double-check your credentials and try again.
Step 3: Start Sending Messages
Once connected, your team can start sending SMS directly from Pipeline Solutions:
Open Clients -> click on any client profile and navigate to the SMS tab. If an SMS tab isn't available, that indicates that the client does not have a phone number saved in Mindbody.
Compose your message and send it instantly.
Messages will be logged and synced to Mindbody for future reference.
If you see an instant reply to your first test message that looks like this:
Follow these steps in Twilio Console:
Click Phone Numbers -> Manage -> Active Numbers.
Check that the Active Configuration webhooks are:
Voice:
If they are not, click on the phone number and in the Configure tab, enter in the Pipeline Solutions Webhooks, as seen below.
Voice:
FAQs
What if my connection fails?
If you receive an error while connecting Twilio:
Double-check your Account SID, API Key SID, API Key Secret, and Phone Number.
Ensure your API Key is set to Standard in Twilio.
If the issue persists, contact Pipeline Solutions Support.
How long does it take for Twilio to verify my new number and complete Regulatory Compliance?
It can take 1-7 business days for Twilio to verify your new phone number.
Can I use multiple Twilio numbers?
At this time, Pipeline Solutions supports linking one Twilio number per account.
If I currently use GoHighLevel or a white labelled GoHighLevel lead management system that uses Twilio, can I use that account and phone number?
Yes! When you connect your Twilio account to Pipeline Solutions, that will create a two-way sync between Pipeline Solutions and your GoHighLevel lead management system. Texts sent in GoHighLevel will automatically sync to Pipeline and be viewable in Client Profiles, and texts in Pipeline will be viewable in your GoHighLevel client cards.
Can I use my Loyalsnap phone number with Twilio?
At this time, Pipeline Solutions does not support a two-way sync with Loyalsnap.
Is message history saved?
Yes! All texts sent through Pipeline Solutions are stored and synced with Mindbody, ensuring your chat history remains accessible.
Are there additional costs for sending messages?
Twilio setup charges and text charges apply, check Twilio’s pricing at Twilio SMS Pricing.
Complete Regulatory Compliance
Navigate to Messaging -> Regulatory Compliance -> A2P 10DLC Overview.
If you are currently registered as a Sole Proprietor, or have not yet, click Compare Packages.
Select Low-Volume Standard -> Register.
Complete your Customer Profile (you will need a business tax ID).
Complete the Business Details section with your business details.
Select Consumer as your Business Industry.
Complete the Business Address and Contact Information sections with your business details, then Review and Submit. This can take up to 72 hours, but you should be able to continue to the next step.
It's time to register your Brand. Select Low-Volume Standard Brand and Private.
Brand registration can take 1-7 business days. Once approved, it's time for Campaign Registration. Twilio outlines best practices here.
Select Available A2P Campaign use cases -> Low Volume Mixed.
Select Create new Messaging Service.
Be sure to follow Twilio's best practices to complete the remaining Campaign fields, here is an example:
Field | Default Response |
Campaign Description | Two-way communication between the fitness studio and its members. Includes booking confirmations, schedule updates, membership inquiries, and engagement follow-ups. |
Sample Message 1 | Hey [FirstName], just a reminder you’re booked for class tomorrow at 6:00am at Angel Grove Studio. See you then! Reply to send us a message or reply "STOP" to opt-out from receiving messages; standard rates apply. |
Sample Message 2 | Hey [First Name]! This is [Coach Name] from [Studio Name]. Ready to book your trial with us? Perfect timing for the Fall Challenge! Let's hop on a quick 5 minute phone call, what time today works for you? Reply to send us a message or reply "STOP" to opt-out from receiving messages; standard rates apply. |
Sample Message 3 | Hey Team! How have you been liking our new schedule? We would like your feedback. Respond KEEP or ORIGINAL and we'll make adjustments based on majority vote for the next phase. Reply "STOP" to opt-out from receiving messages. |
Sample Message 4 | Hi [First Name], thanks for your interest in [Studio Name] - Have you been able to book a class yet? Simply reply "YES" or "NO", or reply "STOP" to opt-out from receiving messages; standard rates apply. |
Sample Message 5 | Hi [First Name], just a friendly reminder that your class is in one hour. Please confirm you're still available by replying "YES" - reply "STOP" to opt-out from receiving messages; standard rates apply. |
Messages will include embedded links | Yes |
How do end-users consent to receive messages | End users opt-in by completing our lead form and adding their phone number. They then check a box agreeing to receive text messages from our location and they agree to our Terms of Use and Privacy Policy; see screenshot of opt-in (insert Google Drive link to screenshot). |
Opt-in Keywords | YES, START |
Opt-in Message | [Studio Name] - You are now opted-in. For help, reply "HELP". Reply "STOP" to opt-out from receiving messages; standard rates apply. |
Make sure the sample messages reflect how your team will actually use SMS.
You must include “Reply STOP to unsubscribe” or "Reply STOP to opt-out" in at least one example message.
Twilio usually approves campaigns within 1–2 business days if fields are accurate.
Click Create.
Once approved you can Register Phone Numbers.
Need Help?
If you have any questions or need assistance setting up Twilio, reach out to our support team via Intercom Chat or email us at support@pipeline-solutions.co.