SMS Notifications
Paid add-on: SMS features require Twilio enrollment and setup by Rival. Contact your CSM to request enablement for your organization.
SMS Notifications are one-way, system-generated text messages tied to task notifications. Unlike Conversations, employees cannot reply to these messages — they are automated alerts sent when task events occur.
Supported notification types
SMS can be attached to the following task notification types:
- Event Welcome
- Task Activate
- Task Warning
- Task Complete
Enable SMS globally
Navigate to Administration → Settings → Notification tab and configure:
| Setting | Description |
|---|---|
| Allow SMS Messaging | Toggle Yes/No to enable or disable SMS for your site |
| Time Range for Automated SMS Notifications | Set the hours during which SMS notifications are allowed to send (24-hour format, e.g., 08:00–20:00). SMS is only sent within this window based on the employee's time zone. |
| Default Time Zone | Fallback time zone used when an employee's profile doesn't have a time zone set |
Important: You must restart the application after changing SMS settings for them to take effect.
Configure SMS on a notification
- Go to Notifications (under Administration).
- Select the notification you want to add SMS to.
- Check Send SMS.
- Enter an SMS Message body. This is separate from the email body.
- Save the notification.
Note: If no SMS message body is entered, no SMS will be sent — even if Send SMS is checked. SMS sends independently of email — you can enable SMS without enabling email on the same notification.
Prerequisites
For SMS notifications to send successfully:
- Twilio enrollment must be complete and approved for your environment
- Allow SMS Messaging is set to Yes in Administration → Settings → Notification
- The employee has a valid mobile phone number, has opted in to SMS, and has a time zone on their profile
- The notification has Send SMS checked AND an SMS message body entered
- The current time falls within the configured SMS time range for the employee's time zone