export const vendorImg = '/docs/images/logos/sms.svg' export const bentoLogoImg = '/docs/images/logos/bento-text-logo.svg' export const headerBackground = '/docs/images/headers/header_background.webp'; export const chatGenImg = '/docs/images/integrations/chat-integration.webp' export const chatInboxNewImg = '/docs/images/integrations/new-chat-inbox.webp' export const chatProvidersImg = '/docs/images/integrations/sms-api-providers.webp' export const twilloWebhookImg = '/docs/images/integrations/twillo-webhook-config.webp' export const smsTestingImg = '/docs/images/integrations/testing-sms-chat.webp' export const smsWorkflowImg = '/docs/images/integrations/sms-workflow.webp' export const chatAutomationImg = '/docs/images/integrations/chat-automation.webp' # Bento SMS & WhatsApp Integration Learn how to set up and use Bento's conversational marketing features for SMS and WhatsApp messaging. ## Legal Disclaimer > 🚨 **Important** > **Important**: This documentation does not constitute legal advice. You are responsible for ensuring compliance with all applicable laws and regulations regarding SMS marketing in your region. Consult with legal counsel before implementing SMS marketing campaigns. **Customers predominantly use Bento for conversational marketing (such as support or sales) and not SMS broadcast marketing.** ## Pricing Whilst Bento Chat is included in all plans free, you still need to have an account with an SMS provider such as Twilio to send SMS messages. Costs vary depending on your provider. ## Overview Bento's conversational marketing features enable: - Two-way SMS and WhatsApp conversations - One-off SMS campaigns (BETA) - Automated messaging workflows through Flows ## Setup Guide ### Prerequisites - An approved Bento account - An active SMS/WhatsApp provider account (Twilio, 360Dialog, or Bandwidth) - A valid phone number for messaging - A plan for managing contact consent (through fields or tags) 1. Log into your Bento account 2. Navigate to Bento Chat 3. A new web inbox will be automatically created 1. Click "Add New Inbox" 2. Choose between SMS or WhatsApp 3. Select your provider (Twilio recommended) 4. Enter the api keys from your chosen provider 5. Assign the user accounts "agents" you want to receive the chats ### Supported Providers: - **SMS**: Twilio, Bandwidth - **WhatsApp**: Twilio, 360Dialog > International customers may need to contact provider support for local phone numbers. #### For Twilio: 1. Log into Twilio Console 2. Navigate to Phone Numbers > Active Numbers 3. Select your messaging number 4. Configure webhook URL: ``` https://api.bentonow.com/v1/sms/callback/{your-unique-id} ``` > For Other Providers: Contact support for specific configuration instructions. ## Consent Management ### Requirements Consent is absolutely required! Keep the consent on file (in Bento or elsewhere) for at least the statute of limitations under applicable SMS marketing laws (e.g., four years under the TCPA). 1. Explicit written consent **before** sending marketing messages 2. **Clear opt-out** instructions in messages 3. Consent record maintenance - Timestamp of consent - Method of consent - Terms agreed to If you are not tracking consent, then do not use this feature. ### Storing Consent We highly suggest using custom fields in Bento to store consent. Current options: - Custom fields in Bento - External storage system > Native consent management coming soon in next Bento SMS version ## Message Management ### Testing Your Setup 1. Send test message to your configured number 2. Check inbox for received message 3. Verify two-way communication ### Unsubscribe Handling Two Unsubscribe Paths: 1. **Global Unsubscribe (https://help.twilio.com/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering)** - Handled by provider (e.g., Twilio) - Triggered by "STOP" or "UNSUBSCRIBE" - Blocks all future messages via Twilio directly (may not show in Bento) 2. **Bento Subscription Status** - Shared with email preferences - Checked in workflows > You can use a Flow to tag a user when they reply STOP or UNSUBSCRIBE to filter them out of future automations or campaigns. ## Automation Features ### Flow Integration 1. Navigate to Flows 2. Add "Send SMS" action 3. Configure message content 4. Set targeting conditions ### Automated Replies 1. Go to Bento Chat 2. Go to Settings 3. Select Automation (Beta) 4. Create response rules 5. Set trigger conditions ## Campaign Management ### One-off Campaigns (BETA - NOT RECOMMENDED FOR LARGE CAMPAIGNS OVER 1000 RECIPIENTS) 1. Import contacts to Bento Chat - Requires email and phone number - Tag contacts for targeting 2. Navigate to Campaigns 3. Create new campaign 4. Select target audience 5. Schedule delivery > ⚠️ **Warning** > Simultaneous delivery for all recipients. Test thoroughly with small groups first. ## Best Practices ### High Value Messages - Keep messages concise - Include clear call-to-action - Always provide opt-out instructions ### Delivery Timing - Respect local time zones - Avoid early morning/late night sends - Monitor engagement patterns ### Compliance - Maintain consent records - Honor opt-outs immediately - Include business identifier ### Test all the things - Test all automated flows - Verify unsubscribe functionality - Monitor delivery rates ## Future Updates - Enhanced SMS marketing features - Native consent management - Improved campaign tools - Integration with email features Contact support for early access to new features. ## Troubleshooting ### Common Issues ### Messages Not Sending - Verify provider credentials - Check webhook configuration - Confirm consent status ### Webhook Errors - Validate URL format - Verify provider settings - Check server logs ### Contact Import Issues - Confirm required fields - Check phone number format - Verify tag assignment ## Support Contact Bento support via: - Email: support@bentonow.com Or for a quicker response feel free to ask in the Bento [Discord](https://discord.gg/ssXXFRmt5F)!