Objective
Guide you on how to select and configure a different ‘From’ phone number when sending messages through Twilio for Salesforce, enabling more flexible communication and better alignment with business use cases.
Product
Twilio for Salesforce
Procedure
Login to Salesforce and open the Twilio application.
Navigate to the Twilio Configuration tab and ensure that ‘Personal Numbers’ (or any number one intends to send from) appears on the right side of the ‘Message Sender Selection Order’ section. Refer to the attached screenshot.
Ensure that the intended personal number is set up under the ‘Twilio Personal Numbers’ tab in the top navigation bar.
Additional Information
After these steps if you are still unable to select a different number, please verify which of the following scenarios you belong to and reach out to Twilio Customer Support.
| Scenario | What to Check |
|---|---|
| Personal number not available | Is Personal_Numbers_Enabled__c true? Does the user have a Personal_Number__c? |
| Default messaging service not available | Is MessagingServiceSid__c set on org-wide TwilioConfig? |
| Team options not available | Is IsTeamSetup__c true? Is STARTUP_ENABLED true? Is the user a member of any active team with a messaging service? |
| SendFromOrder__c filtering out all options | Does SendFromOrder__c contain valid option names? |
| All above missing | None of the above conditions are met. |