Welcome to Dickson Support! How can we help?
- Twilio Integration Overview
- Twilio Troubleshooting
- Country Codes Requiring a Twilio Account Integration
- Creating a Twilio Account
- Connect Your Twilio Account to DicksonOne
- Best Practices And Reducing Twilio Costs
- Set a Twilio Rate Limit
- Disconnect Your Twilio Account From DicksonOne
- Sub-Accounts within Twilio
- Twilio Integration FAQs
About the Twilio Integration on DicksonOne
Twilio is a service that enables web applications to send SMS messages and make phone calls and DicksonOne utilizes Twilio to send SMS and phone call notifications when alerts are triggered for customer-defined thresholds.
Customers in some regions, or configuring alerts to send messages (SMS or phone calls) to those regions, may be required to provide their own Twilio account which requires their own payment methods.
General steps for configuring the integration
- Create a twilio account if you don’t already have one (if you already have an account, see note below)
- Generate API keys for the DicksonOne integration
- Connect DicksonOne and Twilio with the API keys
- Test the integration
- Configure fail-safe limits (optional)
- Optimize your configuration to reduce costs
If your organization already has a twilio account, may use twilio for other purposes in the future, or may have multiple integrations that you want to segment out for reporting purposes, you may want to consider using a sub-account within twilio.
Twilio is a third-party service that enables web applications to send text messages and make phone calls to cellular or landline phones.
DicksonOne has been using Twilio for these purpose since SMS and Phone Call notifications were released.
Costs are based on usage. Twilio publishes their SMS pricing and voice pricing. Simply select the country your alert is configured to send to in order to view the per segment or per minute cost. We’ve written a handy article about how to reduce your costs with twilio.
Note: depending on various factors like the length of a device or location name in DicksonOne, a message may be more than one segment or greater than one minute.
Twilio is incredibly reliable. DicksonOne has used the service since the features were implemented and it has been one of the most stable parts of the infrastructure.
If you’re primarily sending to alert notifications to North America, it is unlikely that you’ll be required to provide your own account. You can review a list of the countries DicksonOne supports and which require a Twilio integration.
Troubleshooting Issues Regarding the Twilio Integration on DicksonOne
- This article focuses on troubleshooting mechanisms for customers that may experience issues regarding the Twilio integration on DicksonOne.
- The Twilio integration is for SMS/Text messages and phone call notifications on DicksonOne and does NOT pertain to email notifications.
Troubleshooting SMS/Text Message and Phone Call Notifications
Reviewing Phone Calls or SMS/Text Message Logs in Twilio
When the DicksonOne events page displays that an alarm was triggered on DicksonOne but the user does not receive the SMS/Text message or phone call, then proceed to do the following.
1. Go to the Events page on DicksonOne and verify if a the DicksonOne system logs show that an SMS or a Phone call notification was delivered.
2. Login to the Twilio console by going to https://www.twilio.com/login.
3. Click on Monitor within the Twilio console.
4. Expand the Logs menu.
5. Select Messaging for SMS/Text message notifications or Calls for voice phone calls.
6. You can input the phone number of the user in the To filed who did not receive the phone call or SMS/text message.
7. Click Filter to filter the logs.
8. You can review the To column to verify the phone number and you can also review the Status column to understand if the delivery was successful or not.
9. If a phone call or sms/text message failed to deliver you will see Undelivered and you can click on the question icon for more details explaining what may be the cause.
You can go to the Twilio support article to view more information about delivery codes.
Submitting a Support Ticket to Twilio
If you reviewed the Twilio logs and identified an issue or do not understand what may be causing an issue with SMS/text message or phone call delivery logs, you can submit a support ticket to Twilio for further assistance.
1. Click on Docs and Support on the bottom-left navigation menu.
2. Click Support Center.
3. Click Submit a ticket and proceed with filling out the required fields.
Dickson does not have any control regarding tickets submitted to Twilio and any tickets is submissions are the responsibility of Twilio and the customer.
There may be additional reasons that can have an impact on the delivery of SMS/text message and/or phone call notifications by Twilio. SenderID registration may be a requirement. Please go to https://support.twilio.com/hc/en-us/articles/223181348-Alphanumeric-Sender-ID-for-Twilio-Programmable-SMS. to review more information and contact Twilio if you have any questions. If you need any documentation or support regarding DicksonOne please contact us at firstname.lastname@example.org. There may also be a possibility that enabled geo-permissions need to be reviewed to allow phone call or sms/text message delivery to desired international phone numbers.
Reviewing Issues on DicksonOne
If the Events on DicksonOne show that a notification was delivered for SMS/text message or a phone call, you can review the alarm to see if a phone number has been flagged on DicksonOne.
1. Go to the device and click on Alarms.
2. Proceed to reviewing the Contacts associated with each alarm and see if there is an icon next to the phone number.
3. Hovering over will provide details if a number has been flagged or not.
4. If you are the account Owner (admin) you can go to https://www.dicksonone.com/blacklisted_recipients to remove the recipient from the list of flagged numbers for your account or contact email@example.com if you have further questions.
5. You can also have users text “Start” to the Twilio phone number associated with your Twilio account to opt into receiving SMS/text messages if a user accidentally blocked messages. You can review more information by going to https://support.twilio.com/hc/en-us/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering-.
About Integrating Your Twilio Account Based on Country Codes
- There are specific country codes that require a customer to create their own Twilio account and connect it to their DicksonOne account in order to receive SMS (Text) and/or Phone Call alarm notifications form the DicksonOne system.
- The list below provides all of the country codes that are enabled in the DicksonOne system, and the right column “Requires Integration” highlights if the country code requires a customer to connect their own Twilio account or not.
- This is only required if you wish to send out SMS (Text) and Phone call notifications as you can can still take advantage of Email Notifications.
List of Country Codes Enabled on DicksonOne and Codes that Require a Twilio Account Integration.
|Country/Region||Country Code||Requires Integration|
|United States/Canada||US/CA (+1)|
|United Kingdom||GB (+44)|
|New Zealand||NZ (+64)|
|Sri Lanka||LK (+94)||Yes|
|Costa Rica||CR (+506)|
|Saudi Arabia||SA (+966)||Yes|
|United Arab Emirates||UAE (+971)||Yes|
|Puerto Rico||PR (+1787)|
|Puerto Rico||PR (+1939)|
|Dominican Republic||DO (+1809)||Yes|
|Dominican Republic||DO (+1829)||Yes|
|Dominican Republic||DO (+1849)||Yes|
If you are not able to find your country code in the list above, please contact us using the “submit a ticket” button below so we can learn more about assisting you with adding a country code to the DicksonOne system if possible.
Before you begin…
- You’ll only need to create a Twilio account if you are in a region that requires you to provide your own account or if you’d like responsibility over your own SMS and Voice notifications as part of DicksonOne
- Using your own Twilio account transition all SMS and Voice notification cost to you or your organization
- If your organization already has a Twilio account and you’d like to maintain a single account, we’d recommend creating a specific DicksonOne API key or creating a sub-account in Twilio which allows for separate reporting and troubleshooting
How to Create a Twilio Account
Sign up for an account:
Signing up for Twilio only takes a few minutes. To get started.
1. Go to Twilio’s new account page and sign up for an account and provide your:
- First Name
- Last Name
- Email Address
- A password that meets Twilio’s requirements
2. Verify your email address:
- Twilio will send an email to the address you registered with
- Click or copy the link and login to your account
- Upon successful login, your email should be verified
2. Verify a phone number.
Twilio needs to verify that you’re a real person/organization setting up. The phone number you use will only be used for verification.
- Select your country and enter your phone number (image at right, top)
- Enter the verification code you received (image at right, bottom)
3. Get started by following the prompts.
To get to your dashboard:
- Select “No” when asked if you write code (image at right, top)
- Select “Skip to dashboard” when you are asked what are you here to do (image at right, bottom)
After this, your account is set up and you’ll have made it to the dashboard.
Keep reading below to set up billing details.
Section 2: Setup your billing information
Twilio requires a credit card to get started!
If you’d prefer to not use a credit card, you can reach out to Twilio’s support directly to set up invoiced billing. Please note that this is not covered in this article and Dickson unfortunately cannot help with this.
To setup billing:
1. From your dashboard, click Billing from the menu
2. Select “Upgrade Now”
3. Enter your company’s legal address
4. Enter the billing address associated with the credit card you’ll be using for billing.
Note: If you’d prefer to not use a credit card, you can reach out to Twilio’s support directly to set up invoiced billing. Please note that this is not covered in this article and Dickson unfortunately cannot help with this.
4. Enter the credit card details into the form.
5. Choose an amount to fund your account, noting the following:
- How much is up to you or your organization but we’d recommend starting with at least a couple hundred dollars
- After a few months you’ll know about how much you use regularly
- We HIGHLY recommend enabling Automatic Recharge
- It is important to make sure your account is always funded to ensure proper delivery of SMS & Voice alerts.
6. Hit the “Upgrade Account” button at the bottom of the screen.
You’ve now setup your account and billing. Next, you’ll want to link your Twilio account to DicksonOne.
You can now connect your Twilio account if required. Please note that onJuly 22nd, 2020 (newly extended date) DicksonOne will no longer deliver SMS/Text and Phone Call notifications to specific country codes.
- This article assumes you have already created a Twilio account and configured your billing details, if you have not done that, please do that first!
- You’ll need access to that Twilio account, including the ability to create new API keys; you can login to twilio here.
- If you’re using a Twilio Subaccount, you’ll need to follow the instructions for creating the API keys in that article
- Connecting your own Twilio account to DicksonOne will allow you to send SMS/Text Message and/or Phone Call notifications to the following list of country codes that require a Twilio account to be linked.
- If you choose to connect your own Twilio account to DicksonOne, you will be responsible for all usage costs.
If you already have Twilio API Keys
Enter your Twilio API Credentials into DicksonOne
Go to Manage > Integrations within your DicksonOne account.
- The Account SID can be your Master Account’s SID or you can use a Subaccount’s SID.
- The API Key SID must correspond to the Account’s SID that you created the keyset for which will also provide you the API SECRET Key.
- Click Save to save the API credentials.
If you do not already have Twilio API Keys
Obtaining the Account SID
- The account SID can be found within the Twilio console under your project’s name.
- Or, if you created a subaccount go to Settings > Subaccounts and select the appropriate SID.
- You will enter the SID into the Account SID field on DicksonOne.
Creating an API Key set (API SID and API SECRET)
- In your Twilio account go to Settings > API Keys and click the + sign to create a new API Key
- On the next screen provide a unique name for the API Key to compliment the account SID name (e.g. DicksonOne) and leave the Key Type as Standard
- Click Create API Key.
- Copy API SID and placed into the API Key SID in DicksonOne.
- IMPORTANT: Copy and Save the SECRET key into the API Key Secret in DicksonOne or a secure place as it will only display once; failure to copy/save the secret will result in needing to create a new API Key set
- In DicksonOne the API Key SID is the value obtained in step 4.
- In DicksonOne the API Key Secret is the value obtained in step 5 and then click Save to connect your account.
Warning for those using Subaccounts in Twilio
Please ensure that when you go to Settings > API Keys on Twilio to create a new keyset that you are under the correct account. Failure to select the right account may result in one subaccount being billed for another subaccount’s SMS or phone notifications.
Verify the integration is successful
Test your connection by sending a verification text message.
Now that your Twilio account has been connected, you will see a status bar at the top Needs Verification.
- You will see the phone number that was created for you; this is the phone number that you will receive DicksonOne notifications from
- Select the Country Code from the drop down menu and provide a cellular phone number to send a test text message.
- Then click Test Integration
- Your status will now display as Verified and you have the option to send additional test text messages if you would like.
- Review your cellphone text messages to ensure that delivery was successful.
To verify what phone number is registered to your Twilio account, please visit your Twilio account and on the left click on the menu and click # Phone Numbers.
About Reducing Twilio Costs and Best Practices
- The goal of this article is review techniques that you can take advantage of within your alarms on DicksonOne that can help you reduce Twilio costs.
- Twilio pricing is based on usage. The more usage you have will impact costs.
- You can always review more information about Twilio pricing here.
- Twilio costs only pertain to SMS/Texts and Phone Call notifications.
Reducing Usage and Twilio Costs
Review Your Alarm Conditions and Make Changes if Applicable
When you create alarms for your high and low points, e.g., when your temperature is above or below a certain threshold, it is important to take into consideration what your normal conditions are. Alarm conditions that are too close to your normal conditions can lead to an increase of triggered alarms.
- For example, we see that the Laboratory temperature is typically between 24°C to 26°C on average, and we see a peak at 25°C.
- Setting your alarm condition to When the lab Temp is below 25°C may not be a big enough buffer. This can lead to continuous notifications being triggered if the alarm becomes active over and over.
- Evaluate your high and low points for normal conditions, and consider what threshold might be appropriate for your alarms. For example, you can make the condition When the Lab Temp is below 27°C or a value that is not close to your normal conditions.
- This can help reduce triggering spammy/false alarms.
No matter what changes you are making to your alarm configurations, we always advise that you please take your SOPs and regulatory bodies into consideration.
Determine the Appropriate Alarm Delay.
You have a lot of flexibility to notify your users and contacts at different intervals called Escalations. The delay is determined by the # of readings you set times the sample interval that the device is set to. This is how long the condition has to last for in order to begin triggering alarm notifications.
- For example, we see that 1 reading at a 1 minute sample interval will trigger an alarm anytime the system receives only 1 reading that is out of range.
- A reading that is in and out of range multiple times can cause numerous notifications to be triggered within a short period of time.
- Changing the delay from 1 reading to 10 readings will make sure that the system only triggers an alarm notification after 10 consecutive readings have been out of range.
- Instead of being notified as soon as a condition is out of range for 1 minute, the condition has to be out of range for a full 10 minutes before an alarm is triggered and you are notified.
Space out your Notifications/Escalations.
When creating alarms, you will be able to create escalations with different delays so that you can send notifications to your users/contacts at different intervals based on how long the alarm conditions last.
- In this example, when the alarm conditions are met for 1 minute (1 reading), the system will trigger the first alarm notification
- If the condition continues for a full 3 minutes (3 readings), the system will trigger a second alarm notification. Going from a delay of 1 minute to 3 minutes is very short and we recommend spacing the delays out a little bit more, if possible.
Instead, we recommend spacing out your escalations so that there is enough time between when individuals receive the first notification and the second notification.
- As soon as the alarm condition is met for 1 minute (1 reading) the system will send out the first notification
- If the alarm continues on and last for a full 30 minutes (30 readings) then another notification will be delivered
This is the difference between being notified twice immediately and being notified only once immediately and if the alarm conditions continue being notified a second time.
Notify the Appropriate Audience.
When creating alarms, DicksonOne allows you to determine who should be notified when alarms are triggered and there is no limit to the amount of users/groups you want to notify. However, the more users/groups you notify will impact your Twilio usage costs.
- For the 1st alarm notification, we are sending an SMS and phone notifications to two individuals. Each individual will get both an SMS text message and phone call notification. We might consider only using SMS text message or phone call in this example.
- For the 2nd alarm notification, we also repeat sending both SMS and phone notifications to the same individuals.
Instead, we can determine which method would be best for each individual to reduce cost. We can choose either SMS/text message or phone call, and we can also go ahead and change which individuals should be contacted at different escalations. The more users/groups you notify, the more it will impact your Twilio usage costs.
- We made a change to the 1st notification so that only 1 individual is contacted, which is Jessie in this case. We also made a change so that Jessie only gets an SMS text message notification and not both phone call and SMS text message.
- As the alarm condition continues, for the 2nd notification, we now notify Jessie via Phone call and we also bring in a second individual, which is Jesus to get an SMS text message notification.
When we compare the two examples, we reduced 8 notifications to 3 notifications.
We recommend that if possible you notify only the audience that requires attention when alarms are triggered. In addition, we recommend that you bring backup or notify important individuals at a later escalations as conditions become critical.
Take Advantage of Email Notifications.
Email notifications can be a great alternative we recommend taking advantage. You can mix and match the way you notify your users/contacts by notifying via Email, SMS text message, and phone call.
- For the 1st notification the alarm triggers, users Jesus and Jessie are only notified via Email
- For the 2nd notification the alarm triggers, user Jessie is now notified via phone call, Jesus via SMS text message, and we also Email the Lab Director.
We recommend that these examples serve as a guide for best practices we recommend for how individuals are contacted and notified when alarms are triggered in your DicksonOne account. We ask that you take into consideration how flexible you can be with your alarm configurations, what auditors and regulators require of you, as well as SOPs and your organization’s requirements.
About Setting a Twilio Rate Limit
- This article is focused on how you can set a rate limit on DicksonOne for your Twilio account.
- A Twilio rate limit allows you to control how many SMS/Text Message and Phone Call notifications your DicksonOne account can send within each hour pre device.
- Setting a rate limit can how you control usage which will relate to your overall Twilio costs.
While it is unlikely, if your account exceeds the configured rate limit in a given hour, you will not receive SMS/Voice notifications that exceed that limit. This means it is possible that some notifications for critical events will not be sent/received.
How to Set a Twilio Rate Limit
Set the Rate Limit in the Integrations Page
On your DicksonOne account go to Manage > Integrations.
- Under your Twilio Credentials you can determine the sum of SMS/Text Message + Phone Call notifications the system can deliver per device each hour.
- Then click Save to save the configuration.
NOTE: We recommend a number that ensures you receive critical notifications but also offers peace of mind that you won’t experience exorbitant costs in the event that something is configured incorrectly. The default is 60 notifications per hour (about 1 per second) per device.
The Rate Limit only focuses on SMS and Phone Notifications.
The rate limit is going to consist of the sum of both SMS/Text Message notifications + Phone Call Notifications. Email notifications are not included.
- In Example 1: the alarm is configured so that 1 contact is notified for the warning alert via SMS and 2 contacts are notified for the excursion alert via SMS and 1 contact is notified via Phone. In this example up to 4 notifications can be delivered by your Twilio account.
- In Example 2: we have the alarm configured so that 2 contacts are notified for the warning alert via Email and 1 contact is notified for the excursion alert via SMS. In this example only 1 notification will be delivered by your Twilio account since Email notifications do not count.
The Twilio rate limit is based on the number of combined SMS and Phone notifications made by each single device per hour.
The Rate Limit consist of only triggered notifications.
When an alarm is triggered, only the triggered notifications will count towards your Twilio rate limit and if a set of notifications does not get triggered it will not count.
- In Example 1: if the 1st escalation (warning alert) gets triggered but the 2nd escalation (excursion alert) does not, then only 1 SMS will be delivered. This will only count 1 notification towards your rate limit usage.
- In Example 2: if the 1st escalation (warning alert) + 2nd escalation (excursion alert) get triggered, then 3 SMS + 1 Phone notifications will be delivered. This will count 4 notifications towards your rate limit usage.
This article applies to these plans:
About Disconnecting Your Twilio Account From DicksonOne
- If you have connected your own Twilio account to DicksonOne you can disconnect your account at anytime.
- Please not that a Twilio account is only required to send notifications to the following list of country codes.
- If you disconnect your Twilio account from DicksonOne the system will stop sending SMS Text Message and Phone Call notifications for alarms.
How to Disconnect your Twilio account.
Disconnect from the Integrations page
On your DicksonOne account go to Manage > Integrations
- Click on Disconnect at the bottom of the page under your Twilio credentials.
- You will then see a confirmation pop-up modal to confirm if you wish to disconnect. Click Ok to confirm, but please note that this change cannot be undone and will stop any future notifications from being sent.
Please not that it is your choice if you wish you disconnect your Twilio account from DicksonOne. Upon disconnecting, the DicksonOne system will stop sending SMS/Text Message and Phone Call notifications to the following list of country codes
for any alarm events.
About using Subaccounts in Twilio
- Subaccounts allow you to segment out multiple applications connected to a single Twilio account
- This is useful if you are a reseller of DicksonOne and plan to either cover the costs of notifications or handle the billing on behalf of your customers
- This is also useful if your organization already has a Twilio account for another purpose and you’d like to segment the DicksonOne integration from your other applications that use Twilio; you can use a new set of API credentials for segmentation but it does not allow for as granular reporting/billing detail
- Sub-accounts allow for segmented reporting, billing details, and support.
How to use setup a Subaccount
Section 1: Create a new sub account
From the dashboard:
1. Click Settings
2. Click Subaccounts
3. Click the “Create a new Subaccount” button
4. Give the subaccount a friendly name (e.g. the name of the customer you’re segmenting out)
5. Click the “Create” button
NOTE: The SID that appears next to the Account Name on the subaccounts page is the “Account SID” you’ll need later for connecting to DicksonOne.
Section 2: Create an API Key for a subaccount
The API Secret and API SID (API keys) along with the Account SID are used to link twilio and DicksonOne. To create the API Secret and API SID for a subaccount, perform the following steps:
1. Navigate to your subaccount list by going to the gear icon in the upper right of your account or going to Settings > Subaccounts
2. Click into the subaccount you’d like to create the API keys for; you should see the name of your account and then then name of the subaccount you selected (in orange) just under the Twilio logo in the upper left)
3. From the subaccount’s dashboard, click “Settings”
4. Click “API Keys” on the left
5. Click the “Create new API Key” button
6. Enter the properties for this key:
- Provide a name, we’d recommend “DicksonOne” or “[CUSTOMER NAME] – DicksonOne”
- Leave the Key Type as standard
7. Hit the “Create API Key” button
8. IMPORTANT: copy the SECRET somewhere (ether to a secure place or the DicksonOne integration page)
Failure to copy the SECRET at this point will result in needing to create a new key.
9. Check the box indicating you’ve copied your SID and SECRET
10. Click “Done”
11. Head to the DicksonOne interface to paste in these keys to connect your Twilio account to DicksonOne
Have more than one customer?
You can create as many subaccounts as you need. Just make sure you’re creating API keys for the specific customers, otherwise Customer A might be charged for Customer B’s SMS and phone calls.
- The Twilio FAQs article is intended to for users who are required to connect their own Twilio account to their DicksonOne account due to country code requirements found here for SMS and Phone Call notifications.
- To learn how to connect your Twilio account to your DicksonOne account, please visit the help article.
Support will be a combination of Twilio Support and Dickson. If there is an issue on your DicksonOne account in regards to errors with alarms failing on your account, you can reach out to firstname.lastname@example.org.
To confirm and review call log delivery was successful, you will want to review this in your Twilio account and go to Call Logs via Programable Voice. You can also visit the Events page in DicksonOne to review notifications events.
To confirm and review SMS/ Text message delivery was successful, you will want to review this in your Twilio account by going to Programable SMS Logs . You can also visit the Events page in DicksonOne to review notifications events.
Account and Billing/Costs
Twilio is responsible for managing their own billing and costs, and Dickson does not have any access, insight or control over your Twilio account. To review more information about billing for your Twilio account, please sign into your Twilio account and in the console go to Billing. Within the Billing section, you can find more information regarding historical payments, usage, and more. If you come across any billing issues, please submit a ticket directly through Twilio after logging into your account and going to help and clicking Submit a Ticket.
Customers that choose to connect their own Twilio account to DicksonOne will be responsible for submitting payments directly to Twilio for usage and costs.
There are different factors that contribute to your total Twilio costs. Please review SMS Twilio Costs and Twilio Voice Costs to understand how usage costs work. We also recommend that you take into consideration on how your alarms are set up by reviewing Reducing Twilio Costs and Best Practices.
Credit card payments is the most popular method for Twilio customers. However, if you are not able to use a credit card there are other options that may be available such as Billing by Invoice, Wire Transfer/ACH, Pay-as-you-go and more. Please be sure to review all details and information regarding payment options, and if you have additional questions regarding billing, please reach out to Twilio directly by submitting a request for additional support.
No. There are no discounts as the system will continue to offer the same features and no functionality has been removed. Dickson will continue to develop more features that support users with new and improved experiences.
Yes. In the cases of resellers that want to cover or handle the costs associated with their customers’ SMS & Voice notifications, they can connect multiple DicksonOne accounts to a single Twilio account.
In these cases we recommend using Twilio’s sub-account feature to segment customers for support, reporting, and billing purposes.
Quality and Service Levels
No. Dickson has been using Twilio since the DicksonOne system began offering SMS/Phone notifications (over 7 years). Twilio has been incredibly reliable and we do not expect service levels and quality to change now that customers will be connecting their own Twilio accounts. There is no technological change as part of how alarms are evaluated or triggered between DicksonOne and Twilio. The only change is that customers will connect their own account and be responsible for usage and costs via their connected Twilio account.
There should not be any errors. There is little to no risk from a technology perspective for triggered SMS/Phone call notification delivery as we will continue to handle notifications the same as in the past. A risk can be caused by a billing disruption in which you will be able to control directly through Twilio. Technical support will also be a combination of Dickson Support and Twilio Support.