Mobile Twilio Message

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Twilio Message

What is Twilio Message?

Twilio Message is CallProof’s business SMS inbox. Send and receive texts from your company Twilio messaging number, keep chat history by contact, and use templates or AI help when enabled.

Use it to message accounts and unknown numbers from the field, link SMS threads to CallProof accounts, and switch to a voice call when needed.

Messaging is available when Twilio messaging (message caller ID) is enabled for your user. If the Message button is missing on Home, contact your administrator.

How to navigate

Mobile Home → floating Message button (right side) Opens the Messages inbox.

Other entry points:

  • Accounts / People / Contact phones → Message
  • Call Recents → Message on a call log row
  • Twilio Message chat from an incoming SMS notification
  • Message actions from related contact screens when Twilio SMS is enabled

Using Twilio Message

  1. From Home, tap the Message button.
  2. Browse the Messages inbox conversation list (search or pull to refresh).
  3. Tap a conversation to open Twilio Message chat.
  4. Or tap New Message to pick a contact/number.
  5. Type a message, use a template, attach a photo, or Write with AI.
  6. Tap Send.
  7. Use Call from chat if you need to switch to a voice call.
  8. Link unknown numbers with Link unknown SMS number when needed.
  9. Close to return to Home.

Features include

Twilio Message button (Home)

What is Twilio Message button (Home)?

The floating Message button on Mobile Home opens your Twilio SMS inbox.

How to navigate

Mobile Home → Message button (right-side floating stack, under Call)

Using Twilio Message button (Home)

  1. Open Home after login.
  2. Tap the Message button (shown when messaging caller ID is enabled).
  3. Review the unread badge when new messages exist.
  4. The Messages inbox opens.

Features include

  • Floating Message shortcut – Quick access from Home.
  • Unread badge – Shows pending Twilio message count (for example 5 or 99+).
  • Hidden when disabled – Not shown if message caller ID is off.
  • Pairs with Call button – Call and Message share the Home floating stack.
  • Requires Twilio messaging – Needs company/user messaging enablement.

Messages inbox

What is Messages inbox?

Messages inbox lists your Twilio SMS conversations with name/company, last message preview, time, and unread count.

How to navigate

Mobile Home → Message → Messages screen

Using Messages inbox

  1. Open Messages.
  2. Scroll the conversation list.
  3. Use Search to find a chat.
  4. Tap a row to open Twilio Message chat.
  5. Tap New Message (+) to start a new conversation.
  6. Pull to refresh / load more as you scroll.
  7. If Twilio messaging is not configured, CallProof may show “Twilio number not found.”

Features include

  • Conversation list – One row per SMS thread.
  • Unread count badge – Per-conversation unread indicator.
  • Name / number / company – Shows sender identity when known.
  • Last message preview – Latest SMS text snippet.
  • Relative time – Today time, Yesterday, weekday, or date.
  • Empty state – Shown when there are no messages.
  • Close – Return to previous screen / Home.
  • Refresh – Reload chats from CallProof / local cache.

Search messages

What is Search messages?

Search messages finds conversations in the Messages inbox by name, number, or related text.

How to navigate

Messages inbox → Search bar

Using Search messages

  1. Open the Messages inbox.
  2. Tap Search.
  3. Type a name, number, or keyword.
  4. Review filtered conversations.
  5. Clear search to show the full inbox again.

Features include

  • Inbox search – Filter the conversation list quickly.
  • Local list filter – Matches against loaded chats.
  • Clear / cancel – Reset search and restore the full list.
  • Opens into chat – Tap a result to continue the thread.

New Message

What is New Message?

New Message starts a Twilio SMS by searching for an existing contact or entering a recipient.

How to navigate

Messages inbox → New Message (+) button

Using New Message

  1. Tap New Message.
  2. Search “To:” or search existing contacts.
  3. Select a contact/phone number.
  4. Open the chat composer.
  5. For unknown numbers, choose Add New Account or link to an existing account when prompted.
  6. Send your first message.

Features include

  • Recipient search – Find contacts by name/number.
  • Contact picker – Choose from CallProof contacts.
  • Unknown number handling – Add as company phone or new contact/account.
  • Filter options – Narrow contacts when filters are available.
  • Opens chat – Continues into Twilio Message chat.

Twilio Message chat

What is Twilio Message chat?

Twilio Message chat is the conversation screen for one SMS thread—send/receive texts, templates, AI help, photos, and call the contact.

How to navigate

Messages inbox → tap a conversation or New Message → select recipient

Using Twilio Message chat

  1. Open a conversation.
  2. Review message history with the contact/company header.
  3. Type in the message box.
  4. Optional: tap template, photo, or Write with AI.
  5. Tap Send.
  6. Use Call to place a voice call to the same number.
  7. Use More / Contact Info to manage account linking for unknown numbers.
  8. Scroll to latest messages; a new-count button appears when needed.

Features include

  • Chat thread – Full SMS history for the number/contact.
  • Header identity – Name, company, or formatted phone.
  • Send SMS – Outbound text via Twilio.
  • Message templates – Insert saved templates.
  • Write with AI (SMS) – Generate message text with AI.
  • Message photos – Attach images.
  • Call from chat – Switch to a voice call.
  • Contact Info / More – Account actions for the thread.
  • Link unknown SMS number – Add to existing or new account.
  • Copy phone number – Copy the thread number when available.
  • Requires Twilio messaging – Alert if token/message caller ID is missing.

Send SMS

What is Send SMS?

Send SMS delivers a text message through your CallProof Twilio messaging number from a chat thread.

How to navigate

Twilio Message chat → type message → Send

Using Send SMS

  1. Open a chat.
  2. Type your message in the composer.
  3. Optional: insert a template, AI draft, or photo.
  4. Tap Send.
  5. If the message box is empty, CallProof shows “Text messages is required.”
  6. Wait for delivery and continue the conversation.

Features include

  • Send button – Sends the outbound SMS.
  • Twilio business number – Uses company messaging identity when configured.
  • Empty message validation – Blocks blank sends.
  • Chat history update – Sent/received messages appear in the thread.
  • Works with templates / AI / photos – Compose richer outreach before sending.

Message templates

What are Message templates?

Message templates are saved SMS snippets you can insert into Twilio Message chat instead of typing from scratch.

How to navigate

Twilio Message chat → template / clipboard button

Using Message templates

  1. Open a chat.
  2. Tap the template button.
  3. Choose a saved template from the bottom sheet.
  4. Edit the inserted text if needed.
  5. Tap Send.

Features include

  • Template picker – Bottom template list.
  • Insert into composer – Fills the message box.
  • Editable after insert – Change text before sending.
  • Faster outreach – Reuse common field messages.

Write with AI (SMS)

What is Write with AI (SMS)?

Write with AI helps draft Twilio SMS text inside chat when CallProof AI is enabled.

How to navigate

Twilio Message chat → Write with AI / AI icon

Using Write with AI (SMS)

  1. Open a Twilio chat.
  2. Tap Write with AI (shown when AI + chatbot are enabled).
  3. Describe what you want to say or refine a draft.
  4. Insert the AI text into the composer.
  5. Edit and Send.

Features include

  • Write with AI button – Visible only when AI is enabled.
  • Draft assistance – Generates SMS wording.
  • Editable result – Always review before sending.
  • Same AI family – Related to SMS AI assistance used elsewhere in the app.
  • Hidden when AI off – Button is not shown if AI/chatbot is disabled.

Message photos

What are Message photos?

Message photos let you attach an image to a Twilio SMS chat from the camera or photo library.

How to navigate

Twilio Message chat → photo / attach button

Using Message photos

  1. Open a chat.
  2. Tap the photo button.
  3. Choose camera or library (as prompted).
  4. Allow permission if needed.
  5. Attach and send with or without text.
  6. Tap received images to preview when available.

Features include

  • Photo attach – Add images to the conversation.
  • Camera / library – Capture or pick an image.
  • Permission prompts – Camera/photos access required.
  • Send with text – Combine image and message when supported.
  • Image preview – Open sent/received chat images.

Call from chat

What is Call from chat?

Call from chat lets you place a voice call to the same number while you are in a Twilio SMS thread.

How to navigate

Twilio Message chat → Call icon

Using Call from chat

  1. Open a chat.
  2. Tap the Call icon in the header/actions.
  3. If Twilio Voice is enabled, CallProof places a Twilio call; otherwise native dialer may open.
  4. Return to the chat after the call if needed.

Features include

  • Call shortcut in chat – Switch from SMS to voice quickly.
  • Same number – Uses the thread phone number.
  • Twilio preferred – Uses CallProof Voice when enabled.
  • Native fallback – Device dialer when Twilio calling is unavailable.

Link unknown SMS number

What is Link unknown SMS number?

When an SMS comes from an unknown number, CallProof lets you link it to an existing account or create a new account/contact.

How to navigate

Twilio Message chat → More / Contact Info → Add to existing Account or New Account

Using Link unknown SMS number

  1. Open a chat with an unknown / unlinked number.
  2. Tap More or Contact Info options.
  3. Choose Add to existing Account or create a New Account.
  4. Complete account/contact fields.
  5. Continue messaging with the number now linked in CallProof.

Features include

  • Add to existing Account – Merge number into a known account.
  • New Account – Create account from the SMS number.
  • Company phone / new contact options – How the number is saved.
  • Copy phone number – Copy the number while linking.
  • Keeps chat history – Conversation stays available after linking.

Message from Accounts

What is Message from Accounts?

From Accounts, people, or contact phone screens, you can start a Twilio SMS (or native SMS if Twilio messaging is off).

How to navigate

Accounts → account / people / phones → Message

Using Message from Accounts

  1. Open an account phone number.
  2. Tap Message.
  3. If Twilio messaging is enabled, open Twilio chat / AI draft flow.
  4. If not, the device SMS composer may open instead.
  5. Send your message.

Features include

  • Account message shortcut – SMS without opening Home inbox first.
  • Twilio preferred – Uses CallProof messaging when enabled.
  • AI optional – May open AI draft popup when AI is on.
  • Native fallback – Device Messages when Twilio messaging is unavailable.

Native SMS fallback

What is Native SMS fallback?

If Twilio messaging is not configured (no access token / message caller ID), CallProof can open the device’s built-in Messages app instead.

How to navigate

Message action when Twilio messaging is unavailable → iOS Messages composer

Using Native SMS fallback

  1. Tap Message from Accounts, Recents, or related screens.
  2. If Twilio messaging is unavailable, the native composer opens.
  3. Send using your personal device number (not CallProof Twilio number).
  4. For business SMS logging in CallProof, enable Twilio messaging with your admin.

Features include

  • Device Messages composer – Standard iOS SMS UI.
  • Used when Twilio SMS is off – Fallback path.
  • Alert when required – “Twilio number not found” on inbox/chat when Twilio SMS is required but missing.
  • No CallProof Twilio identity – Native SMS uses the phone’s SIM number.

Incoming SMS notifications

What are Incoming SMS notifications?

Incoming SMS notifications alert you when a new Twilio message arrives so you can open the related chat quickly.

How to navigate

Push / in-app notification → opens Messages inbox or Twilio Message chat

Using Incoming SMS notifications

  1. Allow notifications for CallProof when prompted.
  2. When a new SMS arrives, tap the notification.
  3. Open the conversation and reply.
  4. Unread badges update on Home and in the inbox.

Features include

  • Push / in-app alerts – Notify on new Twilio SMS.
  • Deep link to chat – Jump into the related thread when possible.
  • Unread badges – Home Message button and inbox row counts update.
  • Requires messaging enablement – Works with Twilio message caller ID configured.
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