Objective

If you are trying to send an SMS as a response to an incoming message from a customer, you need to set it up in a slightly different manner to get around the Salesforce limitations.

For example, when a customer confirms an appointment by sending an SMS to your Twilio for Salesforce number, and you want to automatically respond with “Thank you! your appointment is confirmed”, perform the following steps below.

Procedure 

Step 1: Set up a Record Trigger Flow to trigger when a new Twilio Message record is created:

Set up the criteria to check if the message is an Incoming message. Use the Direction field on the Twilio Message Object, and check for Inbound as the corresponding value for the field:

Step 2: Please Click on “Add Scheduled Path”

It may look like the autoresponder message will be sent after an hour, but that’s not the case. If you follow this guide, your autoresponder messages will be sent within minutes of receiving the message from the customer.

Step 3: Please Click on “Add Scheduled Path”

Please add new action “Twilio Send SMS Message” under the new Scheduled Path created in above steps.

Configure the Message response. You can get the phone number from the Message record itself. Use the From field to get the number. And set up the message body, as per your business case:

Step 4: Save the flow and Activate it.

Additional Information

Additional details are outlined in the “How to Send SMS Messages from Process Builder” document.