Twilio

Overview

Twilio is the leading cloud communications platform, providing APIs for SMS, voice, video, email, and WhatsApp. Developers and product teams use Twilio to build customer engagement experiences — from simple notifications to complex contact center solutions.

The Twilio integration for Queue allows AI agents to send messages, trigger calls, and interact with customers across channels — enabling automated, human-feeling communication at every step of your workflows.

How it works

Queue includes prebuilt Twilio workflows that let AI agents communicate with users and systems through SMS, voice, and messaging APIs.

SMS Notifications

Send automated SMS alerts, status updates, and confirmations from AI agent actions — reaching users directly on their phones as events unfold across your systems.

Incident Alerts

Trigger voice calls or SMS pages to on-call engineers when agents detect critical failures — delivering urgent notifications with higher urgency than standard messaging channels.

Customer Workflows

Build customer-facing communication flows powered by Queue agents — from onboarding sequences and appointment reminders to two-way conversational interactions over SMS or WhatsApp.

Configure

1. Open the Queue dashboard and navigate to Integrations

2. Search for Twilio and select the integration

3. Enter your Twilio Account SID and Auth Token to connect your account

4. Select the Twilio phone numbers and messaging services Queue is allowed to use

5. Configure message templates, escalation rules, and AI agent workflows for your communication channels