Twilio

Communication

Add SMS and voice to your agent workflows. Twilio triggers fire on incoming calls and messages. Agents send SMS, make voice calls, and retrieve communication history to orchestrate multi-channel interactions.

2 triggers 8 actions available

Invoice reaches 14 days past due with no email response on record

Agent sends SMS reminder via Twilio with invoice number and payment link

Agent waits 24 hours and checks for customer reply via On New SMS

AR manager receives Slack escalation after no SMS response

Agent places voice call if manager approves escalation

Voice call outreach requires explicit manager approval before agent dials

What This Integration Enables

Twilio integration adds two-way communication channels to FlowRunner workflows. Agents send outbound SMS and voice, monitor inbound activity through triggers, and retrieve communication history for reporting and audit purposes. For time-sensitive workflows: payment reminders, appointment confirmations, emergency alerts, Twilio is the direct channel that gets through.

Without FlowRunner

Email-only collections AR team sends email reminders and has no systematic escalation beyond that

No response confirmation No way to know if the customer received or read the payment reminder

Manual escalation decisions Managers learn about unresponsive accounts during weekly AR review

With FlowRunner

Multi-channel escalation sequence Email, SMS, and voice each trigger at defined intervals without manual coordination

Reply-driven workflow Customer SMS responses automatically update CRM and resume or close the sequence

Real-time escalation to manager Unresponsive accounts flagged to AR manager the same day, not at next week's review

Use Case Scenarios

Payment Reminder Escalation Sequence

An invoice is 14 days past due. The agent checks the contact's communication history. It has already sent two email reminders with no response. It sends an SMS via Twilio: "Hi [Name], invoice #[number] for $[amount] is 14 days past due. Reply PAID if you have already paid or call us at [number]." If no response in 24 hours, the agent escalates to the AR manager via Slack: "Contact unresponsive after email and SMS. Invoice 14 days overdue. Do you want me to escalate to a voice call?" The manager decides. The agent calls if approved.

Appointment Confirmation

A new appointment is created in Calendly. On Invitee Created fires. The agent sends an SMS confirmation via Twilio: "Your appointment with [Company] is confirmed for [date] at [time]. Reply C to confirm or R to reschedule." On New SMS fires when the customer replies. The agent processes the reply: confirmation logs to the CRM, reschedule request triggers the rescheduling flow.

Emergency Operations Alert

A critical threshold is crossed in a monitored metric: inventory falls below minimum reorder point, an SLA is at risk, a payment system returns errors. The agent first posts to Slack. If no acknowledgment in 15 minutes, it sends an SMS to the on-call operations manager. If no response in 5 more minutes, it places a voice call. The escalation chain is automatic. Critical situations do not wait for someone to check Slack.

Human-in-Loop Highlight

When an agent needs to place a voice call on behalf of the business, it does not do so without awareness. For calls where the content is a human-to-human conversation rather than an automated message, the agent routes the decision through Slack first: "Contact [Name] has not responded to 2 emails and 1 SMS about their overdue invoice. Approve voice call outreach?" The manager approves. The agent places the call and logs the outcome. No unexpected calls happen without a human sign-off.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via Slack

Human decides

Agent resumes with decision

Agent Capabilities

8 actions

Messaging

Send SMS Sends an SMS message to any phone number from a Twilio number. Used for time-sensitive operational notifications: payment due reminders, appointment confirmations, shipping alerts, two-factor verification codes.
Get Message Details Retrieves details on a specific sent message: delivery status, timestamp, error codes if undelivered. Used in delivery verification and exception handling workflows.
List Messages Returns a list of messages with filters by date range, status, or phone number. Used in communication audit and reporting workflows.

Voice

Make Voice Call Initiates an outbound voice call. Used for high-priority escalations: when a human decision is needed urgently and Slack and email have gone unanswered, the agent places a call.
Get Call Details Retrieves details on a specific call: duration, status, direction, timestamps. Used in communication tracking and billing workflows.
List Calls Returns a list of calls with filters. Used in reporting and audit workflows.

Account

Get Account Info Retrieves Twilio account details and configuration. Used in administrative and monitoring workflows.
List Phone Numbers Returns the phone numbers available in the Twilio account. Used when agents need to select a sender number for a specific campaign or region.

Triggers

2 triggers

Event Triggers

On New SMS Fires when an SMS is received on a monitored Twilio number. Used to kick off inbound processing workflows: a customer texts a keyword to trigger a response flow, a vendor texts a confirmation that the agent processes and logs, a user opts out and the agent updates their preferences.
On New Call Fires when a call is received on a monitored Twilio number. Used to trigger inbound call routing workflows: log the caller, identify them in the CRM, and route or respond based on business rules.