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Twilio Credits and the Cost of Sending Text Messages

Paul Polansky
Updated

Keller Williams has partnered with Twilio to enable agents to send text messages to contacts through Command. This is done by purchasing a monthly subscription plan of credits, with any unused credits rolling over to the next month. Command will automatically track usage and the Command App will send notifications of responses. You can also track your usage of Twilio in the Reports applet of Command.

 

How do Twilio credits work?

Instead of paying for every text message that is sent or received you will use Twilio credits. The type of text message you send or receive will determine how many Twilio credits are used.

You are charged credits for sent and received text messages. If you run out of credits, you will still receive text messages, though your credit balance will go into the negatives. This will balance out the next time you receive new credits.


Cost of sending a text message

The following messaging rates applies to all messages sent and received.

1 SMS (US and Canada)

  • Up to 160 characters, or 70 characters if emojis or special characters are included.
  • Sent to a number with a country code of 1 (US, Canada, Puerto Rico, and several other Caribbean Islands)
 1 Credit

1 SMS (International)

  • Up to 160 characters, or 70 characters if emojis or special characters are included.
  • Sent to a number using an international country code (any country code other than 1)
 2 Credits

1 MMS 

  • Up to 1500 characters or 600 characters if emojis or special characters are included + 5MB attachment.
  • These can be sent internationally without any additional credit usage.
 3 Credits

If you send a message that has more characters than the character limits shown above, it will send, but will basically create secondary messages with the above credit usage.

For example, if you send an SMS with 300 characters, you will be using 2 credits, since 1 SMS has a max of 160 characters. 

 

How do I get Twilio credits?

In order to receive credits you will need to purchase a Twilio credit subscription from the KW Marketplace.


How do I know many credits I have used?

Your Twilio usage can be tracked in your Command Settings and also when you are composing text messages to send to a contact. In addition to that once you start getting close to your credit limit for the month, you will receive notifications to let you know. You will receive both a Command and email notification when you reach 80%, 85%, 90%, and 95% of your monthly usage.

 

Can I change my subscription?

Yes, you can update your subscription at any time during the month. If you upgrade your credit subscription before or after you hit your original credit limit, the new credits will be available immediately. If you downgrade your credit subscription, the new credit limit will be available immediately.

 

Do Twilio credits rollover?

Yes, any remaining Twilio credits will rollover to the next month. The system is set up to use the oldest credits first, so it should be rare to have this actually happen.

 

Do Twilio credits expire?

Twilio credits will expire twelve months after the initial purchase.

 

How will Twilio credits affect my currently connected Twilio number in Command?

After the integration, your current Twilio number will be disconnected in the Command Settings. You will need to get a Twilio subscription in the KW Marketplace and either set up a new number or transfer the existing Twilio number. You will also be able to choose to either keep your personal Twilio account or cancel it.

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