SMS and IVR setup
The SMS & IVR setup page (telephony) connects Davies CXsmart to Twilio so you can run surveys over text and phone, and maps your Twilio numbers to the surveys they should start.
How it works
- Connect Twilio. Your Twilio Account SID and Auth Token are configured once as deployment secrets (
TWILIO_ACCOUNT_SID,TWILIO_AUTH_TOKEN) — they are not stored per client account. If they aren't set yet, ask your administrator. - Point your number's webhooks at Davies CXsmart in the Twilio console (Phone Numbers → your number). The page shows the exact URLs to paste, with a copy button:
- Messaging (SMS), POST — the SMS webhook URL.
- Voice (IVR), POST — the voice webhook URL, which includes the survey's id.
- Map the number to a survey so inbound messages and calls start the right survey.
Number-to-survey mappings
The mapping table decides which survey a cold inbound contact starts.
To add a mapping:
- Enter the Twilio number in E.164 format (for example
+14155551234). - Choose the channel — SMS or IVR (voice).
- Choose the survey.
- Select Add mapping.
Each mapping shows the number, the survey it points to, and its channel. Remove a mapping at any time.
| Channel | How the survey is chosen |
|---|---|
| SMS | The number-to-survey mapping decides which survey a cold text starts. |
| Voice (IVR) | The survey's id is part of the voice webhook URL you paste into Twilio. |
:::tip Finding a survey's id A survey's id appears in its address bar when you open it in the console. Use it to build the voice webhook URL. :::
Related
- ADEPT — initiate SMS and IVR surveys to individual customers.
- Distribution → Email and SMS — how SMS surveys run (interactive vs link-based).
- Agents — PINs used for phone attribution.