Set up SMS integration
To enable SMS communication:
Go to Configuration > General > Integrations
Search for the section Communication
Click on Connect on the SMS integration
Click on Connect on the panel on the right side
Once connected, SMS will be available as an option under Configuration → Payments → Collection cycles → Edit a step
Key Features
Direct SMS delivery: Send collection reminders via SMS
Activate per organization: If you want to activate the integration on multiple organizations, you can do this per organization.
Pay-per-use pricing: You only pay for the SMS messages you send
Disable SMS integration
If you need to disconnect SMS integration:
Go to Configuration > General > Integrations
Click on Configuration on the active SMS integration card
Click on the button Disconnect
Check the confirmation box to enable the disconnect button
Confirm the disconnection
⚠️ Consequences of disabling SMS integration
Collection communication returns to "None": All collection cases configured to send SMS reminders will have their communication method reset to "None," meaning no reminders will be sent.
No automatic fallback to email: The system cannot automatically fall back on email communication because SMS and email require different configurations (subject lines, templates, etc.)
Manual reconfiguration required: After disconnecting, you will need to manually reconfigure the communication settings for your collection cases if you want to continue sending reminders.
No messages in progress: Any SMS messages that were scheduled but not yet sent will not be delivered
Before disabling SMS integration, we recommend reviewing your active collection cases to ensure you have an alternative communication strategy in place.
Frequently Asked Questions
Can I use SMS for other communications besides direct debit reminders?
Can I use SMS for other communications besides direct debit reminders?
Currently, the SMS integration is primarily designed for direct debit reminders. Additional SMS communication features may be added in future updates.
Can I set both email and SMS as reminders?
Can I set both email and SMS as reminders?
Currently you can only select one reminder method, so email OR SMS
Does the SMS integration work for all my organizations?
Does the SMS integration work for all my organizations?
To activate SMS communication on multiple of your organizations, you can activate it separately per organization
What happens to my collection cases if I disconnect SMS?
What happens to my collection cases if I disconnect SMS?
All collections configured to use SMS will have their communication method reset to "None." You will need to manually reconfigure these collections with an alternative communication method (such as email) if you want to continue sending reminders.
Can I reconnect SMS integration after disconnecting?
Can I reconnect SMS integration after disconnecting?
Yes, you can reconnect the SMS integration at any time by going back to Configuration > General > Integrations and clicking Connect on the SMS card. However, you will need to reconfigure your direct debit communication settings.
Where can I find pricing information for SMS messages?
Where can I find pricing information for SMS messages?
Detailed pricing information is available on the SMS integration panel when you click "Connect" or "Configuration," with a link to the Twilio pricing page showing the cost per message based on destination country and message length.
Is there a fallback to email if SMS fails?
Is there a fallback to email if SMS fails?
No, there's no automatic fallback from SMS to email. SMS and email require different configurations (templates, subject lines, etc.), so if SMS delivery fails, the message won't automatically be sent via email.