Before You Begin
Ensure you have:
Access to your Twilio account and TrustHub configuration
iCampaign administrator permissions
CRM system integration enabled
Setting Up Company-Owned Phone Numbers in TrustHub
You can use company-owned Twilio phone numbers for iCampaign messaging, provided they meet specific requirements.
Requirements for Company Phone Numbers
Your phone number must be:
A2P 10DLC-capable: Only US long code numbers that support A2P 10DLC can be used
Properly attached: The number must be linked to your customer's approved Brand + Campaign in TrustHub
Connected via Messaging Service: Numbers must be linked to the campaign via a Twilio Messaging Service
Setup Steps
Provide the A2P 10DLC-capable number in your Twilio environment
Create your Brand and Campaign in TrustHub (if not already done)
Link the phone number to your Messaging Service in Twilio
Associate the Messaging Service to your approved Brand/Campaign configuration
💡 Tip: The ownership of the number (company vs customer) doesn't matter to TrustHub - what matters is proper A2P compliance and Brand/Campaign association.
⚠️ Note: For SMS messages, recipients will see the A2P 10DLC number as the sender, not a human-readable name. Include the coordinator's identity in the message content (e.g., "Hi, this is Jane, your Alumni Coordinator at XYZ Treatment...").
CRM Integration and Campaign Reporting
iCampaign automatically integrates with your CRM system through Kafka topics, enabling comprehensive campaign reporting.
How Integration Works
iCampaign sends campaign activity to your CRM via these Kafka topics:
Campaigns Sent: Events for email/SMS campaigns that were sent
SMS Sent: Events for SMS messages that were delivered
Campaign CRM: Shares campaign data with CRM system for record keeping
Unsubscriber topics: Push opt-out events to CRM
Reporting on Campaign Recipients
You can track which alumni received iCampaign communications in two ways:
In iCampaign:
Navigate to iCampaign | Campaigns
Select your campaign to view performance metrics
Use the recipients' view to see subscriber lists and delivery statuses
Filter by alumni segments as needed
Export recipient data for further analysis
In CRM:
Campaign activity appears in the contact activity history
Run reports on "All alumni who received Campaign X"
Create reports for "Alumni who received any iCampaign outreach in the last N days."
Rep Activity Credit
Yes, iCampaign activities count toward rep credit in your CRM:
Each send event (email/SMS) is pushed to CRM and linked to the contact record
Activities appear in the contact's activity history
Credit attribution depends on your CRM configuration (contact owner, campaign creator, or explicit sender)
Tracking Active vs Inactive Alumni Engagement
You can identify and report on alumni engagement levels using iCampaign's segmentation and analytics features.
Step 1: Define Engagement Criteria
Establish what constitutes "active" vs "inactive" alumni:
Active: Opened/clicked at least one email OR replied to at least one SMS in the last N days
Inactive: No opens/clicks/replies in the last N days
Step 2: Create Dynamic Segments in iCampaign
Navigate to Subscribers & Segments
Create "Active Alumni" segment with filters:
Contact Type = Alumni
Last Open/Click/Reply Date >= [N days ago]
Create "Inactive Alumni" segment with inverse criteria
Step 3: Mirror Data in CRM (Optional)
For enhanced CRM reporting, set up workflows to track engagement:
Use iCampaign workflows to trigger on open/click/reply events
Update a custom field like "Engagement_Status = Active"
Set up scheduled jobs to mark contacts as "Inactive" after no activity
Run CRM reports on the engagement status field
Expected Results
After completing this setup, you should be able to:
Send iCampaign messages from your company phone number
View campaign recipient data in both iCampaign and CRM
Track rep activity credit from iCampaign sends
Generate reports on active vs inactive alumni engagement
Troubleshooting
Phone number not working: Verify the number is A2P 10DLC-capable and properly linked to your TrustHub Brand/Campaign.
Missing CRM data: Check that Kafka topics are properly configured and CRM integration is enabled.
Segments not updating: Ensure your engagement criteria are properly defined and segment filters are correctly configured.
Related Resources
iCampaign Settings - TrustHub documentation
iCampaign User Manual
iCampaign Subscribers, Segments and Custom Fields guide
iCampaign Workflows documentation