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Marketing & Messaging

OpenAgent + Twilio

Deploy AI support on your Twilio numbers across SMS, WhatsApp, and more

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About Twilio

Twilio gives ecommerce brands full control over their messaging infrastructure, and the OpenAgent + Twilio integration puts AI customer support on top of that infrastructure without replacing it. By connecting OpenAgent to your Twilio account, you can route inbound SMS and WhatsApp messages on your own Twilio numbers through the OpenAgent AI engine. The AI handles order lookups, returns, FAQs, and escalations — all from phone numbers you own and control. This is especially valuable for brands that have already invested in Twilio infrastructure or want to run support across multiple custom numbers for different storefronts or markets.

COMPATIBILITY
Channels
SMSWhatsAppVoice (IVR handoff)
Integration methods
Twilio Messaging APITwilio WebhooksTwiML

How it works together

Connect Twilio and OpenAgent gets the context and reach it needs to resolve more tickets automatically.

  • Point your Twilio webhook at OpenAgent
    In your Twilio console, update the messaging webhook URL for your phone number or messaging service to point at your OpenAgent endpoint. Inbound messages are then delivered to OpenAgent for processing.
  • OpenAgent processes and replies via Twilio
    OpenAgent receives the inbound message, generates an AI response using your store's knowledge base and live Shopify order data, and sends the reply back through Twilio's API using your number as the sender.
  • Route escalations to your helpdesk or on-call number
    When the AI cannot resolve an issue, OpenAgent can forward the conversation thread to your helpdesk integration or send an internal alert, while keeping the customer informed via Twilio that a human will follow up.
  • Support multiple numbers for multiple storefronts
    If you operate several Shopify stores under different brands, each Twilio number can be connected to its own OpenAgent knowledge base, so customers always get answers specific to the store they purchased from.

Benefits

Own your support channel infrastructure

Unlike platform-native messaging, Twilio numbers belong to you. OpenAgent works within your existing Twilio setup rather than requiring you to adopt a new channel or give up control of your numbers.

Support any market or language via local numbers

Twilio provides local numbers in dozens of countries. OpenAgent can serve international customers on local numbers in their native language, making global SMS support practical and affordable.

Extend to WhatsApp without a separate integration

Twilio's WhatsApp Business API is accessible through the same OpenAgent connection, meaning you can handle both SMS and WhatsApp support through a single Twilio account configuration.

Frequently Asked Questions

Yes. This integration requires an active Twilio account with at least one phone number. OpenAgent acts as the AI layer on top of your Twilio messaging infrastructure.

Yes. OpenAgent supports both single Twilio numbers and Messaging Services. Using a Messaging Service is recommended if you want number pooling or sender ID management.

Yes. If your Twilio account has WhatsApp Business API enabled, you can route inbound WhatsApp messages to OpenAgent using the same webhook configuration as SMS.

OpenAgent can receive MMS image attachments via Twilio and display them in the conversation transcript. AI processing of image content depends on your OpenAgent plan.

Standard Twilio per-message and per-number fees apply as normal. OpenAgent does not add any surcharge on top of Twilio's messaging costs — you pay Twilio separately for the infrastructure.

Related integrations

WhatsappAttentivePostscript

Connect Twilio to OpenAgent

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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