01 — Overview
Some of the people your tools need to reach aren’t at a desk. Technicians, drivers, clinic staff and customers answer a text faster than an email. Connect Twilio and describe the message in your prompt, such as “text open shifts to qualified staff and give each shift to the first yes”, and the Bench adds the send, the reply handling and the status tracking.
Customer messages come from templates you approve, so nobody sends free text to customers from a back-office tool unless you allow it. Replies come back into the app through a webhook and update the record they belong to. Every message, reply and delivery status is in the Logbook, and phone numbers can be masked for anyone who doesn’t need them. Messages go out from your own numbers and are billed to your Twilio account.
02 — What you can do
Two-way SMS
Send texts and handle replies, so a yes can claim a shift or confirm a slot.
Approved templates
Customer messages come from templates you approve, filled from the record.
Masked numbers
Show phone numbers only to roles that need them, and mask them everywhere else.
03 — FAQ
Before you connect Twilio
Do we use our own Twilio account?
How do replies get back into an app?
Can we stop staff texting customers freely?
Does it support WhatsApp and voice?
04 — Pairs well with
