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SMS & Voice Integration · Type A

Twilio Integration

Connect Hykmah with Twilio to send automated SMS, WhatsApp, and voice notifications from operations events. Order updates, job dispatches, appointment reminders, and payment alerts reach customers and staff the moment they happen.

  • SMS & WhatsApp
  • Voice Calls
  • Two-way Messaging
  • Included — No Extra Cost
Talk to Us View Setup Guide
Shopify Integration

New to Hykmah? Operations platform for Australian businesses — Operon (field service), Recuron (subscriptions), Sellwise (retail), Orderlink (B2B ordering), Membrify (memberships). Twilio integration adds SMS, WhatsApp, and voice to your operations — customers get updates across every channel automatically. Plans from $50/month AUD. Twilio charges per message separately.

Learn more
QUICK ANSWER

How to Connect Twilio to Hykmah

1

Sign up at Twilio and purchase a phone number — get your Account SID and Auth Token from the Twilio console

2

In Hykmah: Settings → Integrations → Communications → Connect Twilio

3

Enter your Account SID and Auth Token

4

Configure message templates for each Hykmah event type

5

Send a test SMS to your mobile — enable the integration

Setup Time: 5 minutes Cost: Integration included in Hykmah Professional ($50/month AUD). Twilio message charges apply per SMS/WhatsApp/voice separately.
Requirements: Active Twilio account with a purchased phone number Sync Type: Outbound via Twilio REST API; inbound replies via Twilio webhook
USE CASES

How Businesses Use Hykmah + Twilio

Real scenarios from businesses automating customer and staff communications from Hykmah operations events.

Real-time Job Status SMS

Field service customers informed automatically at every job milestone

Challenge: Field service business with 20 technicians. Customers calling the office to check on job status — when the technician would arrive, whether the job was complete. Office staff spending significant time on inbound status calls that added no operational value.

Solution: Operon field service updates — technician en route, on site, job complete — trigger Twilio SMS automatically. Customers receive updates at each milestone without calling in.

Result: Inbound status calls reduced significantly. Customers informed in real time without office staff involvement.
Order and Dispatch Alerts via WhatsApp

Order updates on the customer's preferred channel

Challenge: Online retailer using Sellwise. Order confirmation and dispatch notifications sent via email only — low open rates on email meant customers frequently contacted support to check order status.

Solution: Sellwise order confirmed, picked, and dispatched events trigger WhatsApp messages via Twilio. Customers receive delivery updates on the channel they actually read — SMS or WhatsApp based on preference.

Result: Order status enquiries to support reduced. Customers receive updates without checking email.
Appointment Confirmation with Reply

Two-way SMS reducing no-shows

Challenge: Service business with a high no-show rate for scheduled appointments — customers forgetting bookings or not responding to email reminders.

Solution: Bookings in Hykmah trigger Twilio SMS with a confirmation request. Customers reply YES to confirm or NO to reschedule — responses update the Hykmah calendar automatically.

Result: No-show rate reduced. Appointment confirmations automated without staff making reminder calls.
WHY TWILIO + HYKMAH

Operations-Triggered Communications Across Every Channel

Twilio provides the communications infrastructure — SMS, WhatsApp, and voice globally. Hykmah provides the operational context — jobs, orders, subscriptions, memberships. The integration connects them so the right message reaches the right person at the right moment automatically.

Every Hykmah Event Can Trigger a Message

Job dispatched, order confirmed, subscription renewed, payment failed, appointment tomorrow — any Hykmah operational event can trigger a Twilio SMS, WhatsApp message, or voice call. Configure message templates per event type with dynamic content from Hykmah record data.

Dynamic Message Content From Hykmah Data

Messages aren't generic — they include real data from the triggering record. Customer name, order ID, technician name, arrival time window, job address, invoice amount. Customers receive specific, relevant information rather than generic notifications.

Two-Way Messaging

Customers can reply to SMS messages sent via Twilio. Inbound replies route back to Hykmah for automated handling — a YES confirms an appointment, a NO triggers a reschedule workflow, a payment query creates a support task. Conversations, not just broadcasts.

SMS, WhatsApp, and Voice in One Integration

One Twilio connection covers SMS, WhatsApp Business, and automated voice calls. Configure per event type which channel to use — or let the customer's preference determine the channel. All message logs and delivery status visible in Hykmah.

Twilio integration is included in all Hykmah plans — no per-message integration fee. Twilio's standard message and call charges apply per message sent.

See detailed pricing below
WHAT SYNCS

What Hykmah Sends via Twilio

Operational event data flows from Hykmah to Twilio for message delivery. Inbound replies flow from Twilio back to Hykmah.

Order Updates

SMS / WhatsApp Order confirmed, picked, dispatched, and delivered events from Sellwise and Orderlink trigger customer notifications via Twilio.

Bi-directional

Job Dispatch Alerts

SMS Technician assigned, en route, on site, and job complete events from Operon trigger customer and technician notifications.

Real-time

Appointment Reminders

SMS / WhatsApp Upcoming appointment reminders triggered from Hykmah scheduling — configurable lead time (e.g. 24 hours before).

Bi-directional

Payment Notifications

SMS Payment received confirmations and failed payment alerts triggered from Recuron, Operon, and Sellwise.

Bi-directional

Inbound Replies

Twilio → Hykmah Customer SMS replies routed back to Hykmah for automated handling — appointment confirmations, query routing, workflow triggers.

Bi-directional

Voice Calls

Twilio Voice API Automated voice calls for high-priority notifications — configurable per event type and escalation rules.

Bi-directional
HOW IT WORKS

How the Integration Works

Event Occurs in Hykmah

An operational event triggers in Hykmah — a job is marked en route in Operon, an order is dispatched in Sellwise, a subscription renews in Recuron.

Twilio Sends the Message

Hykmah calls the Twilio REST API with the message content, recipient number, and channel (SMS, WhatsApp, or voice). Twilio delivers the message globally within seconds. Delivery status returns to Hykmah.

Replies Route Back to Hykmah

If the customer replies to an SMS, Twilio delivers the inbound message to Hykmah via webhook. Hykmah processes the reply — confirming appointments, triggering workflows, or routing to support — automatically.

Technical Architecture:

  • Authentication: Twilio Account SID + Auth Token

  • Outbound: Twilio REST API for SMS, WhatsApp, and voice

  • Inbound: Twilio webhook delivers replies to Hykmah in real time

  • Message templates: configurable per event type with dynamic field substitution

  • WhatsApp: requires Twilio WhatsApp Business profile approval

Sync Frequency:

  • Real-time: Messages sent immediately on Hykmah event trigger
  • Real-time: Inbound replies delivered to Hykmah via Twilio webhook
  • Manual: On-demand test message available from integration settings

Security & Compliance:

  • Encryption in transit: TLS 1.3
  • Twilio Account SID and Auth Token encrypted at rest in Hykmah
  • SOC 2 Type II compliant
  • Privacy Act 1988 (AU) compliant
  • SPAM Act 2003 (AU) — opt-out handling configurable per message type

System Requirements

  • Active Twilio account with a purchased phone number
  • Hykmah Professional plan or higher
  • WhatsApp Business profile approved via Twilio (for WhatsApp messaging)
Setup Guide

Connect Twilio to Hykmah in Under 5 Minutes

 

1.

Create a Twilio Account and Phone Number

Sign up at Communications APIs with AI and data for SMS, Voice, Email | Twilio. Purchase a phone number with SMS capability (Australian numbers available). Navigate to the Twilio Console to find your Account SID and Auth Token.

2.

Connect in Hykmah

In Hykmah, go to Settings → Integrations → Communications and click "Connect Twilio". Enter your Account SID and Auth Token. Hykmah verifies the connection and displays your Twilio phone number.

3.

Configure Message Templates

For each Hykmah event type you want to trigger a message:

  • Select the event (job dispatched, order confirmed, appointment tomorrow, etc.)
  • Choose the channel (SMS, WhatsApp, or voice)
  • Write the message template using dynamic field placeholders (e.g. "Hi {customer_name}, your technician {technician_name} is on their way.")
  • Set inbound reply handling rules if two-way messaging is required
4.

Enable and Test

Send a test SMS to your own mobile number from the integration settings. Verify the message content and dynamic fields are populated correctly. Enable the integration — operations events now trigger messages via Twilio automatically.

PRICING

Twilio Integration Included in Hykmah Plans

No per-integration fees. Twilio message charges apply separately per SMS, WhatsApp message, or voice minute.

Integration Cost: $0/month — included on all tiers.

With Integration

  • Messages triggered automatically from every Hykmah operational event
  • SMS and WhatsApp messages with real operational data from Hykmah records
  • Automated SMS reminders with two-way confirmation — YES/NO reply updates Hykmah
  • Status updates sent automatically at each milestone — inbound calls reduced
  • All message logs and delivery status visible within Hykmah

Without Integration

  • Customer notifications sent manually after each operational event
  • Generic email notifications with low open rates
  • Staff making reminder calls before appointments
  • Customers calling to check order or job status
  • Separate messaging tool managed outside Hykmah

Twilio account required. Twilio message charges apply per SMS, WhatsApp message, and voice minute — set by Twilio and subject to change.

View Twilio pricing
FAQs

Frequently Asked Questions

Which Hykmah products can trigger Twilio messages?

All Hykmah products can trigger Twilio messages. Operon triggers job status SMS. Sellwise and Orderlink trigger order update notifications. Recuron triggers subscription and payment notifications. Membrify triggers membership renewal reminders. Any Hykmah operational event can be configured to trigger a Twilio message.

Does Hykmah support WhatsApp via Twilio?

Yes. Twilio WhatsApp Business messaging is supported. WhatsApp requires a Twilio WhatsApp Business profile approved by Meta before messages can be sent. Allow 2–5 business days for approval. SMS works immediately without additional approval.

Can customers reply to SMS messages sent from Hykmah?

Yes. Two-way SMS is supported. Customer replies are delivered to Hykmah via Twilio webhook in real time. Configure inbound reply handling — appointment confirmations, reschedule triggers, support query routing — in Hykmah's integration settings.

Does Twilio work with Australian phone numbers?

Yes. Australian phone numbers are available via Twilio. Purchase an Australian mobile or landline number from the Twilio console for sending SMS and voice. Australian numbers improve delivery rates for Australian recipients compared to international numbers.

Are Twilio message charges separate from Hykmah pricing?

Yes. The Twilio integration connector is included in Hykmah at no cost. Twilio charges per SMS, WhatsApp message, and voice minute separately — billed directly by Twilio to your Twilio account. Hykmah does not mark up or bundle Twilio message costs.

Is there a cost for the Twilio integration?

No. The Twilio integration is included in Hykmah Professional ($50/month AUD), Premium and Enterprise at no additional cost. Twilio message charges apply separately.

Troubleshooting

Common Issues & Solutions

 

SMS messages not sending after integration enabled

Twilio account not funded, phone number not SMS-capable, or Account SID / Auth Token entered incorrectly.

Fix: Check your Twilio account balance at Console | Twilio. Verify the phone number has SMS capability. Re-enter Account SID and Auth Token at Settings → Integrations → Twilio — ensure no trailing spaces.

WhatsApp messages failing to deliver

WhatsApp Business profile not yet approved, or message template not pre-approved by Meta for WhatsApp.

Fix: Check WhatsApp Business profile status in Twilio console. For template messages (outside the 24-hour customer service window), ensure the template is approved by Meta before use. Session messages (replies within 24 hours of customer contact) do not require pre-approval.

Inbound replies not updating Hykmah

Twilio webhook URL not configured, or Hykmah webhook endpoint URL changed after setup.

Fix: In Twilio console, verify the inbound message webhook URL points to Hykmah's endpoint. Check the URL at Settings → Integrations → Twilio → Inbound Webhook. Reconfigure if the URL has changed.

Dynamic fields showing as placeholders in messages

Hykmah record data not populated for the field referenced in the message template, or field name incorrect in template syntax.

Fix: Verify the dynamic field names in your message template match Hykmah's available fields exactly. Check the triggering record has the relevant fields populated (e.g. technician name assigned to job, customer mobile number on record).

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Plivo

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Microsoft Teams

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Ready to Add SMS and WhatsApp to Your Operations?

Connect Hykmah to Twilio and reach customers and staff on every channel automatically from operations events. Setup in 5 minutes.

Get Started Free Book My Demo

✓ SMS, WhatsApp, and voice — all channels from one integration

✓ Australian support — Mon–Fri 9am–5pm AEST

✓ $50/month AUD — Twilio integration included, Twilio message charges apply separately

✓ 5-minute setup — Account SID + Auth Token connection

✓ No lock-in contracts — cancel anytime

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