Send SMS from your own phone number
Connect your own Twilio account in Upper so customer SMS notifications come from your business number instead of the default sender. Plan-gated setup.
By default, Upper sends customer SMS notifications from a shared system sender. If you'd rather your customers see a number that belongs to your business, you can connect your own Twilio account so every text goes out from your own phone number — keeping your branding consistent across every message.
Why use your own number
A text from an unknown number is easy for a customer to dismiss as spam. A text from a number they recognize as yours is more likely to be opened and trusted. For repeat-delivery operations, a familiar sender number keeps your business front and center on every notification.
This is the SMS half of Upper's Branded Notification options. The matching email feature lets you send from your own address — see Use your own email address for customer notifications.
Before you start
- A Twilio account — You connect Upper to your own Twilio account, so you'll need your Twilio phone number, your Twilio Account SID, and your Twilio Auth Token. These are found in your Twilio console.
- A plan that includes the custom sender — Connecting a custom SMS sender is part of Upper's Branded Notification options, available on the Optimize and Enterprise plans. On Starter and Professional the SMS Configuration button shows a Pro badge and opens an upgrade prompt instead of the setup drawer.
Make sure the phone number you connect is one you control in Twilio and is enabled for SMS in the regions where your customers are. Some number types (such as certain VoIP or toll-free numbers) have messaging restrictions. See Use your own VoIP number for SMS for the details.
Connect your number
You set this up yourself from the Notifications settings page.
Open the Notifications settings
Go to Manage > Settings and open Notifications (in the NOTIFICATIONS group).
Find Branded Notification
Scroll to the Branded Notification section near the bottom of the page. Under Custom Email & SMS Configuration, click SMS Configuration.
Enter your Twilio details
In the SMS Configuration drawer, fill in:
- Phone Number — the Twilio number you want texts to send from.
- Twilio SID — your Twilio Account SID.
- Twilio Auth Token — your Twilio Auth Token.
Test the connection
Click Test Connection to confirm Upper can reach your Twilio account with the details you entered.
Save
Click Save Changes. Once saved, your SMS notifications send from your connected number.
If the SMS Configuration button shows a Pro badge, the custom-sender feature isn't included on your current plan — it requires the Optimize or Enterprise plan. Clicking it opens an upgrade prompt. If you're unsure which plan you need, reach out to support@upperinc.com.
Troubleshooting
A workspace set up for service businesses may label things as Technician/Service rather than Driver/Delivery. The notification settings work the same way either way.
Related
Send live tracking to customers
Send customers a live tracking link in Upper notifications. They see a real-time ETA, and the driver's position on a map when you turn the map on.
Send SMS text notifications
Turn on SMS in Upper to text customers automatic delivery updates with a live tracking link. Enable the channel, pick your events, and customize each message.