Twilio & REDCap

If using Twilio for the first time, follow the steps below to create and configure your account. Once complete, submit a ServiceNow request via the button above to request activation.

1. Create a Twilio Account

• Visit https://www.twilio.com/
• Click Sign Up (or Log In if you already have an account)
• Fill out the registration form and verify your um email address and phone number

2. Access Your Console Dashboard

• Once logged in, go to your Twilio Console Dashboard - https://www.twilio.com/console
• Here, you'll find your:
  • Account SID
  • Auth Token (Click the eye icon to reveal it. You can also regenerate it if needed.)

3. Obtain Phone Number or Messaging Service SID

• In the left-hand menu, click Phone Numbers > Manage > Buy a Number
  • Select a number with SMS capability
  • Choose a number and click Buy (Twilio trial accounts include some credit)
• Alternatively, you can use a Messaging Service SID:
  • Navigate to Messaging > Services > Create Messaging Service
  • Add your purchased phone number to the service

4. Add Billing Details

• Trial accounts allow only pre-verified numbers to receive messages
• To remove this limitation:
  • Go to Billing and add a payment method
  • The service must be funded by the study

Twilio integration in REDCap allows for researchers to send automated SMS notifications to study participants. This feature enhances engagement, but its use must comply with institutional and regulatory requirements.

✅ Permitted Uses

• Sending general study reminders (e.g., "Don't forget your survey today!")
• Communicating non-sensitive scheduling information
• Notifying participants of upcoming study activities (e.g., follow-up windows)
• Distributing general announcements unrelated to personal health or protected information

❌ Prohibited Uses

• Do not transmit Protected Health Information (PHI) or any identifiable participant data
• Do not use for studies governed by HIPAA or those requiring FDA 21 CFR Part 11 compliance
• Do not include sensitive clinical content in text messages (e.g., lab results, diagnoses)

📌 Important Notes

• Participant Consent must be obtained before enabling SMS Communication.
• All Twilio message activity is logged and subject to audit
• Twilio usage fees must be covered by the individual study's funding source.
• Researchers are responsible for ensuring messages remain general and non-identifiable

A third-party program (www.twilio.com) whose service can be enabled on a REDCap project. With Twilio enabled, a researcher on the project can send information and/or survey invitations to participants as a text message. At this time Twilio is not secure to use, sensitive information and PHI should be avoided—think about who might have access to your participant’s phone.

No. Twilio is not approved for use with HIPAA-regulated data or any content containing PHI or personally identifiable information.

No. Twilio should not be used in any study subject to FDA 21 CFR Part 11 compliance requirements.

All Twilio-related fees must be paid from the individual study’s funding. Usage is billed based on message volume.

Yes. You must obtain clear participant consent before enabling SMS communications through REDCap.

Only general, non-sensitive study messages—such as appointment reminders or survey links—are permitted.

Yes. REDCap logs all messages sent via Twilio, including delivery status, for audit and compliance purposes.