Twilio

Customer experience (CX) is about understanding the moments that matter most to your customers, across all channels, and turning those interactions into opportunities to delight and exceed expectations.

The growth in digital channels, plus changes in consumers’ communication preferences mean there are nowmore opportunities to engage with customers on their own terms.

The Qualtrics + Twilio integration makes it easy to capture feedback in the moment via  SMS and WhatsApp.

With this integration you can:

• Get instant feedback via SMS or WhatsApp
• Collect feedback in real-time, on the same channel the conversation is already taking place

Qualtrics partners with Twilio, a leading cloud communications platform, to enable SMS survey distributions that reach your audience directly on their mobile devices. This integration allows you to collect feedback through two-way interactive SMS conversations or by sending survey links via text message.

How Twilio powers your SMS surveys

Sub-account model (recommended for most users)

• Leverage Qualtrics' existing relationship with Twilio for hassle-free setup
• Get dedicated support from Qualtrics Account Services for onboarding and troubleshooting
• Purchase SMS credits through Qualtrics with transparent, predictable pricing
• No need to manage your own Twilio account or technical configuration

Getting started with SMS surveys

Before you begin:

• Choose your integration model (sub-account or self-service)
• Complete SMS onboarding with Qualtrics Account Services (required for compliance)
• Set up proper opt-in messaging to meet legal requirements

Two ways to send SMS surveys:

• Survey links: Send a text with a clickable link that opens your survey in a mobile browser
• Interactive SMS: Send questions one-by-one via text, with respondents replying directly

Key features:

• Global reach to any phone number that accepts SMS
• Real-time delivery tracking and response metrics
• Support for reminders and scheduled distributions
• Alphanumeric sender IDs for enhanced brand recognition
• Automatic opt-out handling with STOP keyword support

Quick setup process

1. Navigate to Distributions > SMS in your Qualtrics project
2. Upload your contact list with phone numbers in the "Phone" field
3. Choose your message type (Survey invite or Interactive)
4. Craft your message following opt-in compliance guidelines
5. Schedule and send your distribution

Need Help? Contact Qualtrics Account Services to discuss pricing, complete onboarding, or get technical support for your Twilio integration.