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Twilio + Corebee
Add SMS and voice support channels
Expand your support channels with Twilio-powered SMS and voice capabilities. Customers can text or call for support, and Corebee routes those interactions into the same inbox alongside chat conversations. AI handles initial triage across all channels.
How to Set Up
- 1
Connect your Twilio account
Enter your Twilio Account SID and Auth Token in the Corebee dashboard. Corebee uses these credentials to send and receive messages through your Twilio phone numbers.
- 2
Configure phone numbers
Select which Twilio phone numbers to use for inbound and outbound support messages. Assign each number to a specific Corebee channel or team.
- 3
Set up message routing
Configure how inbound SMS and voice calls are routed to your support team. Define business hours, auto-responses, and escalation rules for each channel.
- 4
Enable AI triage
Turn on AI-powered triage for inbound messages. The AI reads incoming SMS messages, attempts to resolve simple questions, and routes complex issues to the right agent.
What You Can Do
SMS-based customer support for customers who prefer texting
Automated SMS responses for common questions like order status
Outbound SMS notifications for ticket updates and resolution confirmations
Voice call routing with AI-powered initial triage and transcription
Frequently Asked Questions
Do I need an existing Twilio account?
Yes. You need a Twilio account with at least one phone number provisioned for SMS. Corebee uses your Twilio account to send and receive messages, so standard Twilio messaging rates apply to your account.
Can the AI respond to SMS messages automatically?
Yes. When enabled, the AI reads incoming SMS messages and attempts to resolve questions using your knowledge base. If the AI cannot answer confidently, it routes the conversation to a human agent. Customers experience seamless handoffs.
Does the integration support voice calls?
Voice support is available as a beta feature. Inbound calls are transcribed in real-time and routed to the Corebee inbox. AI-powered voice responses are on the roadmap. Currently, voice calls are forwarded to agents after initial IVR triage.
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