Configure SMS notifications with Nash or your own Twilio account

Last updated: October 7, 2026

Nash can send SMS notifications in two ways:

  • From Nash's built-in sender. This works out of the box and needs no credentials.
  • From your own Twilio account. Use this when you want messages to come from your own number or sender identity.

Both use the same triggers and destinations. The only difference is which account sends the message.

You'll find everything under Engage > Notification Triggers, on the Triggers, Destinations, and Settings tabs. See set up customer notifications for the workspace overview.

Before you start

  • You need access to your organization's Nash portal.
  • To use Nash's built-in sender, you don't need a Twilio account.
  • To use your own Twilio account, have your Twilio Account SID, Auth Token, and a Messaging Service SID or From Number ready.

Option 1: Use Nash's built-in SMS

If your organization has no SMS sender configured, or the one you configured is turned off, Nash sends SMS from its own number. All you need is an SMS destination and a trigger that sends to it.

The example below texts the driver when a delivery is assigned. To text the customer instead, use {{customer.phone_number}} as the recipient.

  1. Go to Engage > Notification Triggers and open the Destinations tab.
  2. Select New Destination, or open an existing destination.
  3. Add an SMS channel. In the phone number field, type {{ and choose Courier Phone Number, which inserts {{courier.phone_number}}. Nash fills in the phone number of the driver on the delivery when the message is sent.
  4. Select Save.
  5. Open the Triggers tab and select New Trigger, or open an existing trigger.
  6. Choose the Type that should send the text. To text a driver once they're on a delivery, Courier Updated fires when the driver on a delivery changes.
  7. Turn on Send Message, then pick your SMS destination under Send To.
  8. Write the Message. Type {{ to see the variables you can use.
  9. Select Save.

Warning

To text drivers, use {{courier.phone_number}}. If the recipient is {{customer.phone_number}}, the message goes to the customer's phone at the dropoff instead.

Note

A driver's number is only on the delivery once a driver is assigned. If the trigger fires before that, the text has no recipient and isn't sent. Pick a trigger that fires after a driver is on the delivery.

Example driver message

NEW delivery assigned
Pickup: {{pickup_address}}
Dropoff: {{dropoff_address}}

See the message variables list for every variable you can use.

Option 2: Use your own Twilio account

Use this option when you want SMS to come from your own Twilio account, so recipients see your number or sender identity.

  1. Go to Engage > Notification Triggers and open the Settings tab.
  2. Under SMS Sender Configuration, enter your Twilio details: - Account SID (required): your Twilio Account SID. - Auth Token (required): your Twilio Auth Token. It's hidden as you type. When you edit a saved configuration later, leave this blank to keep the existing token. - Messaging Service SID: the Twilio Messaging Service to send from. - From Number: the Twilio phone number to send from, such as +14155552671.
  3. Turn on the Enabled switch at the top of the card.
  4. Select Save.

Important

The form marks Messaging Service SID and From Number as optional, but you need at least one of them, or the configuration won't save. If you enter both, Nash sends through the Messaging Service.

Note

A new configuration starts out turned off. Until you turn on Enabled, Nash keeps sending from its built-in sender. Turning it off later takes you back to the built-in sender. Delete Settings removes your Twilio configuration, and this can't be undone.

Nash can also set up a Nash-managed sender that sends with your own sender identity, without you supplying a Twilio account. That option isn't something you configure yourself; reach out to Nash if you'd like it.

The Settings tab is hidden for provider organizations. See the notification trigger reference for every field on it.

Where to find your Twilio Account SID

Your Account SID is on the Twilio Console dashboard. Twilio's help article shows where to find it: What is a Twilio Account SID and where can I find it?

If drivers aren't getting texts

Check these, in order:

  1. The recipient. Make sure the destination's SMS channel uses {{courier.phone_number}}, not {{customer.phone_number}}.
  2. The trigger timing. Make sure the trigger fires after a driver is on the delivery, so there's a phone number to send to.
  3. The trigger and destination. Check that the trigger is turned on, Send Message is on, and the SMS destination is selected under Send To.
  4. Your Twilio setup. If you use your own Twilio account, check that the credentials and sender are valid in Twilio.

Note

Sandbox organizations don't send SMS by default. If you're testing in sandbox and no texts arrive, reach out to Nash.

Recommended setup for drivers

If your drivers use the Nash driver app, the app already alerts them to new work through app notifications. For driver assignment, rely on those notifications first and use SMS as a backup. Carriers can hold texts in their queues, so SMS sometimes arrives late. App notifications are the more dependable way to reach a driver in real time.

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