- Support and notification flows where SMS is still the primary user channel.
- Teams that want to unify phone text traffic with existing messenger and email operations.
- Cases where users need plain text reliability instead of app-specific UX.
SMS channel
Run AI support over SMS with Twilio.
Use SMS when customers should text your business number and your team wants AI and operators in the same runtime as other channels.
- SMS dialogs appear in the same Conversations inbox, operator queue, and usage analytics as your other channels.
- The agent can answer from knowledge, call external APIs, and escalate to operators without switching tools.
- Interactive choices degrade safely to text so users can still respond from any basic SMS client.
- The SMS connector uses Twilio Account SID, Auth Token, and sender number credentials.
- Inbound delivery is webhook-based: Twilio sends events to your BldBot endpoint over HTTP POST.
- In Twilio trial mode, outbound SMS can be limited to verified destination numbers.
Setup instructions
- Prepare Twilio credentials: `Account SID`, `Auth Token`, and an SMS-enabled sender number in E.164 format (for example `+15551234567`).
- Open SMS activation on the agent page in BldBot workspace, fill those fields, and activate the channel.
- Copy the webhook URL shown by BldBot and set it in Twilio Console for inbound messages using HTTP `POST`.
- Send one real SMS to your Twilio number and verify that the dialog appears in Conversations and receives a reply.
What to verify after activation
- A real inbound SMS appears in Conversations under the correct agent.
- The reply goes back to the same phone number through Twilio delivery.
- If handoff is enabled, operators can take over the same SMS dialog and return it to AI.
Typical issues
- Account SID, Auth Token, or sender number is invalid.
- Twilio inbound webhook URL is missing, wrong, or configured with a method other than POST.
- Trial restrictions block outbound delivery to non-verified destination numbers.
Ready to launch this channel?
Open the app, connect the channel, and test it with one real message before you scale it further.