Integrate Twilio SMS with Zapier for Customer Notifications

Quick summary

This guide shows you how to integrate Twilio SMS with Zapier to automatically create or update Jira issues whenever an incoming SMS is received. By building this Zap, teams can route customer text messages into their project management workflow without any manual effort.

Steps

1. Log in to Zapier, click "Create", and select "Zaps" to begin building your automation.
2. Click "Trigger" to set up the starting point of your Zap.
3. Search for Twilio in the app search bar and select it as your trigger app.
4. Choose a trigger event, such as "New SMS", to define what starts the Zap.
5. Connect your Twilio account by authorizing it within the Zapier editor.
6. Select the phone number you want Zapier to monitor for incoming messages.
7. Run a test to confirm that Zapier correctly detects incoming SMS messages.
8. Add Jira Software Cloud as the Action App to handle what happens after the trigger fires.
9. Select an action event, such as "Create Issue" or "Update Issue", to define the Jira action.
10. Connect your Jira account by authorizing it within the Zapier editor.
11. Map Twilio SMS details — such as sender number and message body — to the corresponding Jira issue fields.
12. Run a test to verify that incoming SMS messages correctly create or update Jira issues.
13. Click "Publish" to activate your Zap and go live.