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Who is this for?
  • Atlas merchants who use Customer.io for marketing
  • Merchants who want to reach customers by SMS

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What this does

This connects your Twilio account to Customer.io. Your customers receive SMS messages sent from your own Twilio sender. Use this for loyalty messages, order confirmations, and one-time passcodes.

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When to use this

  • You want to send loyalty SMS to customers who have opted in
  • You need to send order confirmations or one-time passcodes by text
  • You are setting up or already have a Twilio account

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Steps

1

Set up a Twilio account

Go to twilio.com and sign up for a paid account.Once your account is active, buy a sender. You have two options:
  • Phone number: Buy a local number from Twilio.
  • Alphanumeric Sender ID: Use your brand name as the sender (for example, ATLAS). Not available in all countries.
Singapore merchants using an Alphanumeric Sender ID: You must register your sender ID with the SGNIC SMS Sender ID Registry (SSIR) before sending. Without registration, your messages may appear as “Likely-SCAM” on recipients’ phones. Register at sgnic.sg/faq/sms-sender-id-registry.
In the Twilio Console, go to your account settings and copy your live Account SID and Auth Token. Do not use test credentials — they do not send real messages.
2

Connect Twilio to Customer.io

In Customer.io, go to Workspace Settings, then click SMS.Enter your Twilio credentials in the fields provided:
Enter your sender phone number or Alphanumeric Sender ID.Click Save.
3

Add SMS to a campaign or newsletter

Choose how you want to send SMS in Customer.io:
  • Campaign workflow: Drag an SMS action into a workflow. Use this for automated loyalty messages triggered by a customer action.
  • SMS newsletter: Create a one-time broadcast to a segment of customers. Use this for promotions and announcements.
  • Transactional SMS: Send order confirmations or one-time passcodes. Use this for time-sensitive messages.

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What should happen

  • Customers receive SMS messages from your Twilio sender.
  • Loyalty messages arrive within seconds of being triggered in Customer.io.
  • Customer.io shows a delivery status for each message sent.

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If it doesn’t work

  1. Check that you entered your live Account SID and Auth Token. Test credentials do not send real messages.
  2. Confirm your Twilio account is paid and active, not on a trial.
  3. Open the Twilio Console and check for error codes on failed messages.
  4. Make sure your sender number or Alphanumeric Sender ID is active in Twilio.
Register your Alphanumeric Sender ID with the SGNIC SMS Sender ID Registry before sending. See Step 1 above for the registration link.
  1. Confirm customers have opted in to SMS communications.
  2. Check that each customer’s phone number includes the correct country code.
  3. Review the delivery log in Customer.io for failed deliveries.
If the issue persists, contact support at hello@atlas.kitchen.

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What’s next