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July 2026: Critical Communications - Effortlessly manage contact numbers

The CMS now includes dedicated tools for configuring phone numbers used by Critical Communications and the Panic Button.

Authorised users can add or update the required Twilio details directly in the CMS, reducing reliance on Development and making setup changes quicker and easier to manage.

What it is and why it matters

Critical Communications and Panic Button functionality rely on correctly configured phone numbers to send SMS messages or place calls.

Previously, adding these details to the platform required Development support. The new CMS controls allow authorised users to manage this configuration directly.

The update supports:

  • Critical Communications SMS and voice settings.

  • Twilio phone number configuration.

  • Messaging Service IDs.

  • Verified phone numbers, where applicable.

  • Panic Button phone number setup.

This helps reduce setup delays and makes it easier to keep essential communication services correctly configured.

When to use this

Use the new CMS controls when:

  • Setting up Critical Communications for a centre.

  • Adding a newly purchased Twilio phone number.

  • Updating an existing SMS or voice number.

  • Adding or changing a Messaging Service ID.

  • Configuring the Panic Button.

  • Replacing a number that has been retired or transferred.

  • Checking that CMS settings match the details held in Twilio.

The phone number must already have been purchased and configured in Twilio before it is added to the CMS.

How it works (high-level)

For Critical Communications, navigate to:

  • CMS → Items → Critical Comms → Settings → SMS and Voice

Enter the relevant:

  • Twilio phone number.

  • Messaging Service ID.

  • Verified phone number, where applicable.

Select **Update SMS & Voice Settings** to save the configuration.

For the Panic Button, navigate to:

  • CMS → Manage → System Config → Plugin Config → Panic Button

Enter the Twilio phone number and select **Save Settings**.

The CMS stores these details so that the relevant Critical Communications or Panic Button workflow can use the correctly configured Twilio service.

Best practice tips

  • Confirm that the number is fully configured in Twilio before adding it to the CMS.

  • Copy values directly from Twilio to reduce typing errors.

  • Check that the Messaging Service ID belongs to the correct centre and phone number.

  • Use the full international phone-number format where required.

  • Review all values before saving.

  • Test the relevant communication workflow after making a change.

  • Limit access to authorised administrators who understand the Twilio configuration.

  • Keep a record of number changes and the reason for each update.

  • Do not remove or replace a live number until the new configuration has been tested.

  • Remember that Panic Button functionality will not work correctly without a valid configured number.