SMS Channel via Twilio
Add SMS as a support channel. Customers can text your Twilio number and get AI-powered responses, with seamless escalation to human agents.
Some customers prefer to text. With our Twilio integration, you can offer SMS-based support powered by the same AI that handles your other channels.
Connect your Twilio number
Link your existing Twilio phone number in Settings > Channels > SMS. Incoming text messages automatically create conversations in SupportUnicorn, and the AI responds using your knowledge base.
Broadcast messages
Send one-to-many SMS messages for outage notifications, status updates, or proactive support. Compose your message in the broadcast panel, select your audience, and send — each recipient receives an individual text.
Unified inbox
SMS conversations appear alongside your Slack, live chat, and other channels in a single inbox. Agents see all customer interactions in one place regardless of how the customer reached out.
Make customer support your competitive advantage
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