SMS in Heyy runs on Twilio — you bring a Twilio phone number and account, and Heyy handles inbound and outbound texting through the same Inbox as WhatsApp, Instagram, Messenger, and Live Chat.
Before you start
- A Twilio account.
- A Twilio phone number capable of sending and receiving SMS.
Twilio bills separately from Heyy — for the phone number itself and for SMS usage. Check Twilio’s own pricing before connecting a number you plan to send high volume through.
Connect the channel
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Go to Settings → Channels.
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Click Add Channel.
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Select SMS.
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Fill in:
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Click Create (or Connect).
Use a fresh Twilio number for Heyy. A number already wired into another system (a different CRM, a custom script, another messaging tool) will conflict with Heyy over inbound message handling — messages may go to the wrong place, or webhook configuration may get overwritten between the two systems.
Compliance
SMS compliance requirements vary by country and use case. In the US, for example, Twilio may require 10DLC registration before you can send at volume. Check Twilio’s own registration requirements for your number’s country before relying on it for anything beyond light testing — Heyy cannot bypass carrier-level compliance requirements imposed on the number itself.
How messaging works
- Inbound texts to your Twilio number appear directly in the Heyy Inbox.
- Replies sent through Heyy transmit via Twilio.
- Contacts are indexed by phone number — a text from a new number automatically creates a new contact, and one from a known number attaches to their existing record.
What SMS is good for
- Automations for routing, tagging, and team notifications.
- AI Employee assignment for first-response handling.
- Campaign delivery, where enabled on your workspace — see Campaigns.
Deleting an SMS channel is irreversible. Inbound messages to that Twilio number will no longer appear in Heyy. Export or back up anything you need first.
