Get a business texting number

A business texting number is a toll-free number that belongs to your business, not your personal cell. Once it's live, every text Lilo sends your clients comes from it, and clients can text it back.

You don't need a number for appointment texts. Until you have one, Lilo sends them from its own shared number.

Before you startCopy Anchor Link

• You need a paid plan. Without one, Settings → Texting shows Upgrade to enable instead. See Plans, trial, and billing basics.
• Twilio, the texting company Lilo works with, checks your business before your number can text. Have these ready:
  • With an EIN: your legal business name, EIN and business structure, and a contact person's name, email and phone number.
  • As a sole proprietor: your own name, email and phone number.
  • Either way: your mailing address and a website.
• The website can be your own site or a public Facebook or Instagram page. Twilio visits it, so it has to open without logging in. Lilo booking pages aren't accepted.

Set up your numberCopy Anchor Link

1. Go to Settings → Texting and select Enable texting.
2. Answer Does your business have an EIN? Choose Yes, we have an EIN, or the sole proprietor option.
3. Fill in your details and select Continue.
4. Under Prefix, choose a prefix, like 833 or 888. Then choose a number under Available numbers, or try another prefix if none suit you.
5. Check the Monthly cost and select Enable texting.

Lilo reserves your number right away and sends your details to Twilio. The Texting tab shows Reserving, then In review while Twilio checks your business.

In the Lilo app, go to More → Business Settings → Texting and tap Set up texting. The app asks for the same details over a few more screens. Check the summary, then tap Enable texting.

While Twilio reviews your businessCopy Anchor Link

• Review usually takes about 3 business days. You don't need to do anything.
• Your number is reserved, but it can't send or receive texts until the review passes.
• The Texting tab updates on its own. Lilo emails the account owner when texting is live, or if the review runs into a problem.

When the review passes, the tab shows Texting is live and your number.

If the review needs changesCopy Anchor Link

Action needed means Twilio couldn't verify your business details. The Texting tab lists Twilio's reasons and how long Lilo will hold your number.

1. On the Texting tab, select Review & resubmit.
2. Fix the details Twilio flagged. If you have an EIN, type it again. Lilo doesn't keep your full EIN.
3. Select Save & resubmit.

Twilio reviews your business again. You keep the same number.

Lilo sometimes needs your EIN again before it can submit your details to Twilio. The Texting tab then says We need your EIN again to finish. Follow the same steps.

We're on it means the problem is on Lilo's side. Lilo's team has been told and will finish your setup. There's nothing for you to do. Your number stays reserved. Select Contact support if you have a question. See Get help from Lilo.

How it worksCopy Anchor Link

• Texting costs $15/month, added to your Lilo plan. There's no setup fee. Billing starts once texting is live.
• Texts use the SMS credits included with your plan, then any credit packs you buy.
• All numbers are toll-free. The prefixes are 833, 844, 855, 866, 877, 888 and 800. 800 numbers are rarely available.
• If someone takes your number before Lilo reserves it, Lilo picks the next available one, with the same prefix when it can.
• After a review that needs changes, Lilo holds your number for 30 days. If you don't resubmit by then, Lilo releases it. The Texting tab then shows Start over, and you choose a new number.
• The owner and admins can set up texting and see its status.

Common questionsCopy Anchor Link

How long does it take?Copy Anchor Link

Usually about 3 business days after you select Enable texting. The review can take longer if Twilio needs changes.

Can I keep the number I already have?Copy Anchor Link

No. Lilo sets you up with a new toll-free number, and you choose its prefix.

Why does the Texting tab tell me to contact support?Copy Anchor Link

Lilo adds texting to your Lilo subscription, so it can't set it up when:

• you pay for Lilo through the App Store or Google Play.
• Lilo can't find your subscription.

Select Contact support and Lilo's team will help you set it up. If the tab says We're on it, the setup hit a problem on Lilo's side. The team is already working on it.

Can I turn texting off?Copy Anchor Link

There's no setting for it. To stop texting, use Contact support in your account menu. When your Lilo subscription ends, texting stops and Lilo releases your number.

Why can't clients reply to my appointment texts?Copy Anchor Link

Until your number is live, Lilo sends appointment texts from its shared number. Nobody reads replies to it. A client who replies gets an automatic text saying the number isn't monitored. If your business profile has a phone number, the text includes it. Once your number is live, clients can reply to it.