Overview

Twilio is a cloud communications platform that provides APIs for sending and receiving SMS, MMS, WhatsApp messages, and voice calls. Persona’s integration with Twilio enables teams to retrieve messaging and account data directly within onboarding, Verification, and Case management Workflows.

This integration is especially useful for teams that want to incorporate communication insights and account context into identity flows—such as reviewing message history, debugging delivery issues, or enriching investigations without leaving Persona.

Benefits

Access message history: Retrieve SMS, MMS, or WhatsApp message data directly within Persona Workflows.

Improve visibility into communications: Gain insight into delivery status, timestamps, and message metadata during onboarding or investigations.

Leverage account context: Access account and subaccount information to support debugging or operational Workflows.

Enhance decisioning: Use communication and account data to inform Workflow logic, reviews, or risk assessments.

Integration Features

Persona’s Twilio integration enables communication-aware workflows by pulling message and account data into identity and verification processes. Key capabilities include:

Message Retrieval: Retrieve message records and statuses for auditing, debugging, or Workflow branching.

Status Tracking: Track delivery states such as queued, sent, delivered, or failed to inform downstream Workflow logic.

Historical Access: Access message logs (up to 400 days) to provide context during reviews or investigations.

Account Retrieval: Retrieve account and subaccount details to provide additional operational context within Workflows.

Setting up the Twilio integration

Prerequisites

To set up the Twilio integration, ensure you have:

• A Twilio account
• Access to your Twilio Account SID
• OAuth credentials configured in Twilio
• Required Twilio scopes:
  • messages.read
  • messages.list
  • accounts.read
  • accounts.list

Setting up Twilio credentials

1. In the Persona Dashboard, navigate to Integrations > Marketplace and click on Twilio.
2. Click Add Credential at the top of the page.
3. Enter a nickname for the credential and continue.
4. Authenticate using your Twilio OAuth credentials.
5. Review and approve the requested permissions.

Using the Twilio integration in a Workflow

1. Create a new Workflow, or open an existing Workflow.
2. Add a new action step under Integrations.
3. Select the Twilio integration and choose your credentials.
4. Configure the required fields (e.g., account SID, filters, or message SID).
5. Save and publish the Workflow.

Twilio operations overview

Persona can retrieve Twilio message and account resources using Twilio’s API. These actions enable Workflows that incorporate communication data and account context into onboarding, verification, and case management processes.

Below is a comprehensive list of available Workflow Action steps and configurations:

List Messages Workflow Action Step

Retrieves a list of messages for the account.

Configuration Steps:

Optional filters:

• To (recipient filter)
• From (sender filter)
• Date Sent (YYYY-MM-DD)
• Page Size
• Page

Note: Only messages from the last 400 days are available via the API.

Retrieve Message Workflow Action Step

Fetches a single message by its Message SID.

Configuration Steps:

Required fields:

• Account SID
• Message SID

List Accounts Workflow Action Step

Retrieves a list of accounts associated with your Twilio account, including subaccounts.

Configuration Steps:

Optional filters:

• Friendly Name (exact match)
• Status (active, suspended, closed)
• Page Size
• Page

Retrieve Account Workflow Action Step

Fetches details for a single Twilio account by its Account SID.

Configuration Steps:

Required fields:

• Account SID

FAQs

Can I send messages via Twilio using this integration?

No. This integration currently supports retrieving message and account data only. Sending or updating messages is not supported.

How do I track if a message was delivered?

Twilio provides message status fields such as queued, sent, delivered, and failed, which can be used in Workflows for conditional logic.

How far back can I retrieve messages?

You can retrieve messages from the last 400 days via the API.