Who it’s for: Administrators
Platform: Sense Automate
Available on: Elite and Enterprise
Before you begin
You’ll need:
☑️ Administrator access to Sense Automate
☑️ A Twilio account that can send SMS messages
☑️ An SMS-capable sending number configured in Twilio
You’ll also need 3 credentials from Twilio to create your Service Connector:
Account SID – identifies your Twilio account
API Key SID – identifies the API key used to connect to Twilio
API Key Secret – the secret associated with that API key
The following section explains where to find these.
Prepare your Twilio account
Get your Account SID
Your Account SID identifies your Twilio account and begins with AC.
Sign in to the Twilio Console.
Open your account’s Account Dashboard.
Find Account SID in the account information section.
Copy the SID. You’ll need it when creating your Sense Automate Service Connector.
💡 Tip: If you can’t find your Account SID or are using the legacy Twilio Console, see Twilio's instructions for locating it.
Create a Twilio API key
Your API key allows Sense Automate to connect securely to Twilio without using your main account Auth Token.
Go to:
Twilio Console > Settings > Account settings > API keys & auth tokens > API keys
💡Tip: If you’re using the new Twilio Console, you can also access API keys & auth tokens directly from your Account Dashboard.
Open API keys in your Twilio Console.
Select the appropriate Twilio region.
Click Create API key.
Enter a recognisable API key name, such as Sense Workplace.
Select Standard under Key type.
Click Next.
⚠️ Important: Twilio only displays the Client secret once, when you create the API key. Make sure you copy and store it securely before leaving the next screen.
On the Copy secret screen, copy the SID and Client secret.
Store both credentials securely.
Tick the confirmation checkbox and click Finish.
Twilio displays your API Key SID and Client secret when you create an API key.
Already have an API key?
You can find its SID under Settings > Account settings > API keys & auth tokens > API keys.
The SID appears beneath the API key name and begins with SK.
You’ll also need the Client secret saved when the key was created. If you’ve lost it, you’ll need to create a new API key.
For more information, see Twilio’s API key documentation.
Get your Twilio sending number
You’ll need a phone number configured in Twilio that supports sending SMS messages.
Twilio Console > Communications > Numbers & senders > Overview > Phone Numbers
If you already have a suitable number, make a note of it.
Otherwise, follow Twilio’s instructions for adding and configuring numbers.
Make sure you have the number in international format, including the + and country code.
For example: +447700900123
You won’t need the sending number when creating the Service Connector. You’ll enter it later when configuring a workflow.
🖊️ Note: Twilio manages its own account setup, pricing, regional requirements and messaging restrictions. Its interface and procedures may change, so refer to Twilio’s official documentation for the latest guidance.
Create the Twilio Service Connector
Once you have your Twilio credentials, you can connect your account to Sense Automate.
Sense Automate > Service Connectors
Open Service Connectors in Sense Automate.
Click Add.
Select Twilio
Complete the required fields using the table below
Click Add.
The following table explains what to enter in each field when adding the Twilio service connector.
Field | What to enter |
Name | Give your connection a recognisable name, such as Twilio SMS. This is the name you’ll see when selecting the connector in workflows. |
Account sid | Enter your Twilio Account SID, beginning with AC. |
Api key | Enter your Twilio API Key SID, beginning with SK. |
Api key secret | Enter the Client secret associated with your API key. |
✅ Your Twilio Service Connector is added to the Service Connectors list and is available to select in supported workflows.
You can use the same Twilio Service Connector across multiple workflows. There’s no need to create a separate connection for each one.
🖊️ Note: Creating the Service Connector doesn’t automatically enable SMS notifications. You’ll need to enable them in each workflow where you want to send text messages.
Enable SMS notifications in a workflow
Once your Twilio Service Connector is ready, you can use it in any supported Sense Automate workflow.
Open the configuration settings for a supported workflow. If you’ve already installed the workflow, make sure you’ve updated it to a version that supports SMS notifications.
👉 For help installing, updating or deploying workflows, see Managing Library Workflows in Sense Automate.
Configure SMS notifications
Under Send by, select Text message. You can leave other available notification methods selected.
Under Mobile number location, enter the Sense HR screen and field where recipients’ mobile numbers are stored, using the format Screen name: Field name (for example,
Contact details: Work phone).Under Twilio service connector, select your Twilio connection from the dropdown.
Under Twilio number, enter your SMS-capable Twilio sending number in international format.
Save your configuration changes and deploy the workflow when ready.
The following table explains the SMS configuration fields.
Field | Guidance |
Send by | Select |
Mobile number location | Identifies where recipient mobile numbers are stored in Sense HR. The default is Contact details: Work phone. Only change this if your organisation stores mobile numbers elsewhere. |
Twilio service connector | Select the Twilio Service Connector you created. If you have multiple connections, choose the one you want this workflow to use. |
Twilio number | Enter the SMS-capable sending number configured in your Twilio account, including the + and country code, without spaces or punctuation. For example, +447700900123. |
Select Text message and complete the Twilio settings to enable SMS notifications.
Using a different mobile number field
By default, supported workflows look for employee mobile numbers in:
Contact details: Work phone
If your organisation stores mobile numbers elsewhere in Sense HR, change Mobile number location to match the correct screen and field.
Use the format:
Screen name: Field name
For example:
Contact details: Personal phone
The screen name and field name must match those used in Sense HR exactly.
Phone number format
Use international format for your Twilio sending number.
For UK numbers, replace the initial 0 with +44.
For example:
07700 900123 becomes +447700900123
Include the + and country code, without spaces or punctuation.
Sense Automate doesn’t automatically correct the sending number entered in the Twilio number field.
🖊️ Note: The notification options and fallback behaviour can vary between workflows. Check the guidance beneath Send by to see who receives notifications and what happens if an SMS can’t be sent.
Which workflows support SMS notifications?
SMS notifications are available in the following Sense Automate workflows. More workflows may be added as SMS support expands.
The table shows where to find each workflow and who receives its SMS notifications.
Workflow | Where to find it | SMS recipients |
SOS Responders | Workflow Hub | Supervisors receiving SOS alerts |
App - Lone Worker | Workflow Hub | Lone workers receiving check-in and SOS messages |
Forms - Roll Call | Forms | Fire marshals when a Roll Call starts |
Late & Missed Clocks Notification | Workflow Hub | Employees, managers and administrators |
Notification - Notify sickness (Configurable) | Workflow Hub | Recipients selected in the workflow configuration |
The Watcher - Escalate Urgent ToDo’s | Workflow Hub | People assigned to the relevant To Do |
Fit Note Required Notification (Default) | Workflow Hub | Employees required to provide a fit note |
Fit Note Required After 7 Days | Workflow Hub | Employees and managers |
Vehicle Expiry Reminder (7 Days) | Workflow Hub | Employees associated with the relevant vehicle record |
🖊️ Note: If you can’t see the SMS configuration options in an existing workflow, check whether an update is available in the Workflow Hub.
How SMS notifications work
SMS alongside email and push notifications
SMS is an additional notification option in supported workflows.
Where available, you can select more than one notification method under Send by.
For example, selecting both Email and Text message allows the workflow to use both methods.
SMS notifications contain a short message rather than the full information available through other notification channels.
What happens if an SMS can’t be sent?
Some workflows automatically send an email instead when a recipient can’t be reached by text message, for example, because their mobile number is missing or Twilio rejects the message.
The exact fallback behaviour depends on the workflow.
Check the guidance beneath Send by in the workflow’s configuration settings for details.
What if I don’t enable SMS?
Nothing changes unless you select Text message in a supported workflow.
Existing email and push notification behaviour continues as configured.
You don’t need a Twilio account or Service Connector to continue using workflows without SMS.
Checking SMS notifications and troubleshooting
Check your workflow runs
You can check whether a workflow has run successfully in Sense Automate.
Open Sense Automate > Installations, then select the workflow.
You’ll see its workflow health, individual runs and their results. Open a run to review its details and output.
Where supported, Report status also identifies which notification methods were used.
For example:
Sent - told 2 of 2 (push 2, text 2)
This indicates that the workflow reported notifying 2 recipients using push and text messages. It doesn’t necessarily confirm that the SMS messages reached their phones.
👉 For more information about monitoring workflow activity, see Managing Library Workflows in Sense Automate.
If SMS notifications aren’t being sent
Check that:
Text message is selected under Send by
the correct Twilio Service Connector is selected
the Twilio number matches an SMS-capable sending number in your Twilio account
Mobile number location matches the correct Sense HR screen and field and recipient mobile numbers are present and correct in that field
your Twilio account is permitted to send SMS messages to the recipient’s country
Twilio account restrictions, trial limitations and geographic messaging permissions can also affect SMS delivery.
For Twilio-specific problems, refer to Twilio’s SMS documentation and Error dictionary
If the workflow itself isn’t running as expected, check its run history or contact Sense Workplace Support.
FAQs
Click for answers to frequently asked questions
Click for answers to frequently asked questions
Q: Can I use the same Twilio Service Connector in more than one Sense Automate workflow?
A: Yes. You can use the same Twilio Service Connector across multiple Sense Automate workflows. Select the connection from the Twilio service connector dropdown in each workflow’s configuration. You can also create multiple connections if needed.
Q: Do I need to enable SMS notifications in every workflow?
A: No. SMS notifications are optional. You only need to select Text message in the workflows where you want to send SMS alerts. Other workflows continue using their existing notification methods.
Q: Can I send SMS and email notifications together?
A: Yes. In supported Sense Automate workflows, you can select both Email and Text message under Send by, where both options are available. Some workflows also support push notifications.
Q: What happens if an employee doesn’t have a mobile number?
A: Some Sense Automate workflows automatically send an email instead when an employee doesn’t have a mobile number or can’t be reached by SMS. Check the Send by field guidance in the workflow configuration for its specific fallback behaviour.
Q: Can I change where Sense Automate finds employee mobile numbers?
A: Yes. In a supported workflow, change Mobile number location to the correct Sense HR screen and field using the format Screen name: Field name. The names must match those used in Sense HR exactly.
Q: Can I use a different Twilio sending number for different workflows?
A: Yes. Each supported workflow has its own Twilio number configuration field. Enter the SMS-capable sending number you want that workflow to use.
Q: Why can’t I see the Text message option in my workflow?
A: The Text message option is only available in workflows that support SMS notifications. If your workflow supports SMS but the option isn’t visible, check for an available update.
Q: Does a successful workflow run mean the SMS was delivered?
A: Not necessarily. A successful Sense Automate workflow run doesn’t guarantee that an SMS reached the recipient’s phone. Check the workflow’s run details for its reported result and use Twilio’s messaging tools to investigate delivery problems.