Twilio: Account Setup and Configuration Steps [August 31, 2023]

  • Updated

On August 31, 2023, Kipu will sunset the general Twilio account that the Kipu CRM currently uses for SMS messaging to comply with updated registration requirements. 

To continue using Twilio for SMS communication within the CRM platform, all organizations must register for their own Twilio account and provide credentials to the CRM Support team to complete the in-app setup by August 31, 2023 to prevent service disruption.

Is there a cost associated with opening a Twilio account?

Yes. This change requires every client to manage their own Twilio account, including responsibility for the associated costs of account ownership, which will include a brand fee ($4 one-time fee), a monthly campaign fee ($15/month), and a monthly usage fee (we estimate this will range from $1.50 to $20.00 per month, depending on usage). Your success manager can supply you with approximate monthly usage fees based on past use.

However, by paying these fees, you have full ownership and control over your Twilio account, allowing you to tailor your texting services according to your organization's specific needs. This increased control and flexibility contribute to a more effective and efficient messaging experience, ultimately benefiting your patients.

Twilio Account Registration Process

When registering your account you will also need to purchase a new phone number to deliver your SMS notifications from the CRM. 

  1. To get started, click here to access the Twilio account creation page and complete the guided setup.
  2. Once you verify your email, log into your new Twilio account and set up Two-Factor Authentication for your account.
  3. Next, set up your account. The information entered into these fields will not impact your account configuration.
  4. Click the link in the header to upgrade your account.
  5. Complete the Address, Tax Information, Fund your account, and Payment Method pages. 
  6. Once you've successfully upgraded your account, please register for A2P 10DLC. This process requires business registration information like EIN.
  7. Next, follow these instructions to buy a text-enabled phone number.
    • Because the phone number that your patients will receive SMS messages from will change, we recommend letting your patients know they will be receiving messages from a new phone number once this change is in place.
  8. Once you have that information please email and provide your Account SID, Auth Token, and Twilio phone number. This is located on the main console page under Account Info.
  9. The CRM Support team will work with you to test the new SMS connection and ensure that everything works as expected.


I no longer want to use text messaging. What do I need to do?

If you don't want to use text messaging, there is no further action needed from you and texting will automatically end August 31, 2023.

How does this change impact my CRM billing?

We appreciate your question and understand the consideration around the change in Twilio account ownership. While the transition to your own Twilio account allows for more tailored text messaging and increased message deliverability, it does not directly impact your monthly CRM subscription fee. Your monthly CRM subscription fee remains unchanged and continues to provide you with access to the robust CRM platform, unlimited contacts, and upcoming innovations, such as alumni management features planned for later this year. We are committed to delivering exceptional value and service to our clients and appreciate your continued partnership with Kipu. Thank you for being a valued member of the Kipu community.

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