Use your VoIP number for SMS notifications
Send customer SMS in Upper from your own VoIP number by connecting your Twilio account in Notification settings. Confirm your VoIP provider supports outbound SMS first.
By default, Upper sends customer SMS notifications from its own system number. If you want messages to come from a number your customers recognize, you can connect your own Twilio account and use your VoIP number as the SMS sender — provided your VoIP provider supports outbound SMS through Twilio.
Why this matters
VoIP numbers vary widely in what they support. Some can send outbound SMS through a connected Twilio account; others are voice-only. Confirming that your VoIP provider supports outbound SMS before you rely on it avoids a half-configured rollout where notifications silently fail to send.
Before you start
- A VoIP number you own — The number must already be active with your VoIP provider.
- Outbound SMS confirmed — Check with your VoIP provider that the number supports outbound SMS. Voice-only numbers cannot send notifications.
- Twilio account details — Upper connects to your own Twilio account, so have your Twilio Account SID and Auth Token ready, along with the VoIP phone number in the format your account uses.
Your VoIP number must be usable for outbound SMS through Twilio. If your provider does not support this, you can connect a different number — such as a mobile or business line — instead, or keep using Upper's default system 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 option shows a Pro badge and opens an upgrade prompt instead of the setup drawer.
How to set it up
You configure your own SMS sender from Settings, under the Branded Notification section, by connecting your Twilio account.
Open Notification settings
Go to Manage > Settings > Notifications.
Open the SMS Configuration drawer
Scroll to the Branded Notification section ("Custom Email & SMS Configuration") and select SMS Configuration. This opens a drawer for connecting your own Twilio account.
Enter your Twilio and number details
Fill in:
- Phone Number — your VoIP number.
- Twilio SID — your Twilio Account SID.
- Twilio Auth Token — your Twilio Auth Token.
Test the connection
Select Test Connection to confirm the credentials and number work for outbound SMS.
Save
Select Save Changes. New customer SMS notifications will send from your VoIP number.
If you would rather not configure Twilio yourself, contact Upper support at support@upperinc.com or via the chat icon in the bottom right of your dashboard, and the team can help you set up your number.
Troubleshooting
Labels are configurable per workspace. A workspace set up for service businesses may show Technician and Service wording in place of Driver and Delivery; both refer to the same features.
Related
Turn off customer notifications
Stop customer notifications in Upper by turning off a channel, disabling a single trigger, narrowing its stop types, or removing a customer's contact details.
Use your own email for customer notifications
Send Upper customer notifications from your own email address instead of the default sender, so customers recognize the message and replies reach your inbox.