SMS delivery

SafeHanded can text a subject the secure handoff link, and — if your organisation turns it on — a one-time verification code.

Platform SMS (default, no setup)

SMS is included on the Team plan and above. Texts go out through the SafeHanded-owned Twilio account with nothing to configure. Platform-sent SMS has a monthly allowance per organisation:

Team: 100 a month, plus 15 for each extra technician you pay for.
MSP: 500 a month, plus 25 for each extra technician.

The allowance resets on the 1st of each month (UK time), not on your billing date. See how many you’ve used under Settings → Billing. Owners get an email and a notification at 80% and at 100%.

When the allowance runs out, SafeHanded sends no more texts until the 1st:

a link you choose to text isn’t sent, and the delivery says why: send it by email instead;
someone asking for a one-time code by text is told to have it emailed instead.

To send more, upgrade, add technicians, or connect your own Twilio below.

SafeHanded’s own texts reach UK mobile numbers only for now. A number from another country, however it was entered (a form, the API or a ticket’s contact), isn’t sent: the delivery shows why, and someone asking for a one-time code by text is told to have it emailed instead. To text other countries, connect your own Twilio below.

Entering a mobile number

Pick the country from the code list (it starts on your own country) and type the number the way you’d dial it: 07700 900123 and +44 7700 900123 both work, and SafeHanded shows the full number it will text. Only mobile numbers can be texted, so a landline is refused. Numbers pasted into a campaign roster, or taken from a ticket, are read the same way.

Platform SMS goes to UK numbers. If you connect your own Twilio account, you can text any country your Twilio account allows.

Bring your own Twilio

Under Settings → Integrations → Connect → Twilio SMS, connect your own Twilio account. When connected it’s preferred over the platform account, so texts come from your own sender and count against your own Twilio spend, not the platform cap. You can text any country your Twilio account allows.

You need:

your Account SID (starts AC, on the Twilio Console home page);
a Standard API key (recommended; Account → API keys & tokens, starts SK) with its secret, or your account’s auth token;
Send from: your Twilio number (+447…), a sender name of up to 11 letters and numbers (for example YourCompany; people can’t reply to it, and some countries, such as the US, don’t allow one), or a Messaging Service SID (MG…);
the Twilio region your key or token was created in. It’s us1 unless your Twilio Console was set to Ireland (ie1) or Australia (au1) when you made it.

Then:

Test connection checks the details and your credentials. If the region is wrong, it tells you which region they belong to.
Send test text sends a real message to a number you enter. This is the only way to check the sender and your Twilio Messaging geographic permissions (the countries your account may text). If it fails, the reason is shown on the connection, and the Twilio Console’s message log has the detail.

One-time codes by SMS (opt-in, off by default)

By default a verification code is only ever spoken or emailed — SMS carries only the link. You can additionally allow the code by SMS under Settings → Policy → “Allow one-time codes by SMS”. When it’s on and a valid mobile number is on the request, the recipient can choose “Text message” on the verification screen.