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Text

Twilio SMS chatbot
for customer support

Bring customer texts into Text. Let your AI agent and team answer from one inbox, route conversations by number, and keep every reply moving.

Free 14-day trial No credit card required AI agent included

A customer chatting with an AI agent through Twilio SMS A Twilio SMS conversation where an AI agent shares a discount code and confirms the order

Meet customers by text

Bring Twilio SMS conversations into the same workspace as your other customer chats.

Keep the context

See the customer's phone number, assign the chat, and reply without switching tabs.

Route by number

Send each SMS conversation to the team that owns the Twilio number.

Over 35,000 brands are already selling through service with Text

ToyotaS&P GlobalUnileverHuaweiMotorola SolutionsAdobePayPalKPMGHyundaiLGMcDonald'sMercedes-Benz

Every Twilio SMS conversation
in one Text inbox

Twilio messages appear alongside your other conversations. Your team can read, assign, and reply, while the AI agent handles questions from your Knowledge Sources.

Text customer details showing contact information, order history, and recent conversations beside a chat

Read and reply in context

Customer details and recent conversations stay beside the thread, so your team has the context it needs before replying.

Text AI agent conversation with a teammate supervision option

Supervise without losing context

See when the AI agent is handling a conversation and let a teammate step in when the customer needs a person.

Know which number was texted

See the Twilio source and phone number alongside each conversation.

Reply your way

Use canned responses or emojis when answering from the Text inbox.

Stay within SMS limits

Replies through the integration support up to 1,600 characters.

Connect Twilio SMS in four steps

Bring a Twilio number into Text with the credentials already available in your Twilio account.

Current Text Settings screen for connecting Twilio SMS with Account SID, Auth Token, and Connect Twilio button

Create your account

Start your Text account, then bring the Twilio number you already use for SMS.

Open Twilio SMS in Text

In Text, go to Settings > Twilio SMS to start the connection.

Add your credentials

Copy the Account SID and Auth Token from Twilio Account Info into Text.

Connect your numbers

Choose the phone numbers Text loads from Twilio. New messages then appear in your inbox.

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Give the AI agent the right answers

Connect Twilio SMS to Text and let the AI agent answer common questions from your Knowledge Sources. It can keep conversations moving, while your team steps in, assigns chats, and replies when a customer needs a person.

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AI agent answering a customer question in the Text inbox AI agent answering a customer question in the Text inbox

Knowledge-based answers

Use your website, help center, and support content as Knowledge Sources for the AI agent.

Human handoff

Your team can open the same Twilio conversation, assign it, and reply when automation needs a person.

AI resolution reporting

See how many conversations the AI agent resolves and where your team takes over.

Route SMS to the right team

When a customer texts more than one business line, each conversation can start in the right place.

Text routing rule with Twilio SMS selected as the customer chat channel and a team chosen as the destination

One number, one owner

Use the Twilio number the customer texted as a routing condition. A sales line can reach sales, a support line can reach support, and a fallback team can catch anything that does not match.

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Connect multiple numbers

Bring more than one Twilio phone number into Text and keep each channel visible.

Use a fallback team

Every routing setup keeps a catch-all destination for conversations without a specific match.

Change it later

Disconnect a number in Text without deleting it from Twilio, then reconnect it when you are ready.

What is a Twilio SMS chatbot?

A Twilio SMS chatbot is an AI assistant that responds to customers who text a Twilio phone number. The connection carries those SMS conversations into a workspace where an AI agent and human team can answer them. Text adds the inbox, Knowledge Sources, assignments, replies, and routing needed to turn a phone number into a working customer conversation channel.

Why connect Twilio SMS to a customer support inbox?

Customer texts should reach the people who can answer them, with the context still attached. Text puts Twilio SMS beside your other conversations, shows the source and customer phone number, and lets your team assign and reply from one inbox. Chat routing can send messages to the right team by the number customers texted.

What can a Twilio chatbot do in Text?

It can answer Twilio messages from your Knowledge Sources, while your team can read, assign, and reply in the same conversation. You can connect multiple numbers, use canned responses and emojis, route numbers to different teams, and reconnect a number later if you disconnect it.

Frequently Asked Questions

A Twilio SMS chatbot is an AI agent that replies to customer text messages sent to a Twilio phone number. With Text, Twilio messages arrive in the same inbox as your other conversations, where your AI agent and team can answer, assign, and reply to them.

Yes. Text can connect multiple Twilio phone numbers. Each connected number can receive SMS in your Text inbox, and chat routing can send conversations to the team responsible for the number customers texted.

Yes. Text chat routing can route Twilio SMS by the phone number the customer texted. For example, a sales number and a support number can reach different teams. A fallback team catches conversations that do not match a specific rule.

Text supports messages up to 1,600 characters when replying through the Twilio SMS integration. Your team can also use emojis and canned responses in the Text inbox.

Check that the Twilio number is connected in Text, your Twilio account is active, and the destination region is enabled in Twilio SMS Geo Permissions. If Twilio reports a blocked message, rate limit, invalid credentials, or unreachable recipient, resolve that issue in Twilio and reconnect the number if needed.

Create a Text account, open Settings > Twilio SMS, and enter your Twilio Account SID and Auth Token. Text loads the phone numbers in your Twilio account, and you connect the numbers you want to use. Your Twilio account needs at least one phone number that can accept SMS.

Yes. Text's AI agent can reply to Twilio messages using your Knowledge Sources. Your team can also read, assign, and reply to the same conversations from the Text inbox.

You need a Twilio account and at least one phone number in that account that can receive SMS. You also need the Account SID and Auth Token from Twilio Account Info. Country-specific SMS requirements and registration rules can apply.

Disconnecting a Twilio number in Settings > Twilio SMS removes it from Text, but the number stays in your Twilio account. You can connect it again later from the same settings page.

The Twilio connection is available inside Text. Text starts with a free 14-day trial, while Twilio account and messaging charges are managed separately in your Twilio account.

Turn every customer text into a conversation

Free 14-day trial No credit card required AI agent included