AI Twilio Agent

AI Twilio Agent that makes your Twilio numbers intelligent

Keep your Twilio infrastructure and add an AI brain on top, automated SMS and voice that qualifies, replies and books, with everything logged to your CRM.

Start free Book a demo
SMS & voiceBring your TwilioTwo-way CRM syncFollow-upsKnowledge BaseHuman hand-off
01

Works on your Twilio

Connect existing Twilio numbers in minutes, no migration, no new carrier.

02

Replies and qualifies

The agent answers SMS and calls from your Knowledge Base and moves leads forward.

03

Runs follow-up sequences

Automated multi-step follow-ups that pause the moment a contact replies.

04

Syncs to your CRM

Every conversation becomes a tracked lead or deal with a chat link.

What the AI Twilio Agent is and who it is for

The AI Twilio Agent is a MyChatBot agent that answers the phone numbers you already own in Twilio. Your Twilio account, numbers and carrier setup stay as they are. MyChatBot connects with your Account SID and Auth Token and puts an AI agent on top, so the same numbers hold real voice conversations and two-way SMS.

It runs on two MyChatBot channels. The Calls channel, with Twilio Account as the provider, answers inbound calls and places outbound ones in a voice you choose. The SMS channel, with Twilio as the provider, replies to texts sent to an SMS-capable number. Both write every conversation into the client’s chat, next to your leads and pipelines.

It fits teams that:

  • already run a business number on Twilio and want it answered by an agent that knows their products, even when nobody is at the desk;
  • qualify leads, confirm appointments or call back form fills by phone;
  • want calls and texts logged in a CRM without manual data entry.

How it works in MyChatBot, step by step

  1. A customer calls or texts your Twilio number. A call reaches the voice agent through the Calls channel; a text reaches it through the SMS channel.
  2. The agent answers from your knowledge. It follows the instructions in the agent configuration and uses the knowledge base assigned to it: FAQ, product catalog, product feed or product spreadsheet.
  3. It qualifies and acts. Depending on your instructions and the integrations you connect, it collects contact details, sets a funnel status or labels, creates a CRM lead or deal, or books a time. On calls, actions such as writing the lead to your CRM can also run as Post-Call Functions after the call ends.
  4. The conversation is saved. When a call ends, the full transcript is added to the client’s chat and the recording becomes playable there. The chat is matched by phone number, so a returning caller lands in the same thread and the agent already knows who it is talking to.
  5. Follow-ups keep the lead moving. Published follow-up sequences re-engage clients who go quiet, and a client reply stops the remaining steps.

Key capabilities

Voice on your Twilio number

  • Voice picker with Play preview; the voice also sets the agent’s primary spoken language.
  • First Message, Speech Speed, LLM and Max Call Duration (10 minutes by default).
  • Additional languages with Automatic language switching to follow the caller’s language mid-call. Adding languages moves the agent to a high-quality voice, billed at the higher rate.

Outbound calling

  • Auto-recall: if a client doesn’t pick up, the agent tries again after the interval you set, up to 3 attempts.
  • Automatic funnel statuses: a call with no conversation sets NotAnswered, an invalid or unreachable number sets WrongNumber.
  • Immediate outreach campaigns on the Calls channel, with Number of lines for parallel calls and, for scheduled campaigns, Call time adjustment per lead to ring each lead in their own timezone.

Two-way SMS

  • The agent replies to incoming texts, and each conversation shows in Chats with its funnel status and labels.
  • SMS can start conversations, so it works in outreach campaigns and follow-ups.

Follow-ups

Postponed contextual follow-ups fire when a client with a chosen status or labels stays silent for a set time. With Allow agent to self schedule follow-ups on, the agent can also schedule one-off reminders itself, including a phone call from a text conversation.

Channels and integrations involved

Twilio carries the call or text; the rest happens in MyChatBot:

  • Calls channel for inbound and outbound voice. One connected number handles both directions. More on the AI Calls Agent page.
  • SMS channel for two-way texts. If your Calls channel already uses Twilio, tick Use Twilio credentials from Calls channel instead of re-entering them. See the AI SMS Agent page.
  • Other messaging channels for text-backs. Each channel has an ordered Follow-up channels list, so a message to someone your call could not reach can go out through your chat agent’s Telegram account, with Viber as a fallback.
  • Native CRM integrations: HubSpot, Salesforce, Zoho, Bitrix24, Kommo, KeyCRM, SalesDrive and GoHighLevel. The agent creates and updates leads or deals with the fields you allow; records in HubSpot, KeyCRM, Kommo, SalesDrive and Bitrix24 get a link back to the conversation and a source that marks them as AI-created. Browse all integrations.

When a human takes over, and the limits to know

Handing off a call

Turn on Transfer to human operator in the Calls channel and set the Operator number, an optional Phone line (an internal extension) and a Transfer Condition, for example when the caller explicitly asks for a manager.

Handing off a text conversation

In Chats, flip a chat’s AI switch off to take over. Under Handoff Control, choose a Stop word for manual handoff or Implicit operator handoff, turn on Silent handoff so the client doesn’t see the switch, and set when the agent returns automatically (24 hours by default). With Flight Control, agent notifications reach your team’s Telegram group with the client’s contact details and a chat link. More on human handoff.

Limits

  • New Calls channels start switched off; connecting Twilio alone does not activate calls.
  • The voice agent’s knowledge base is a snapshot taken when the Calls channel is created. After changing instructions, click Sync Agent; to change which sources feed it, recreate the channel.
  • For inbound SMS, the Twilio number’s Messaging webhook must point to https://api.mychatbot.app/webhook/sms, or texts may not arrive.
  • Outbound calls are refused if the agent is switched off or the balance is empty. If the balance hits zero, all assistants are switched off.

How to set it up

  1. Configure your agent in the Sales Platform: role, goal, tone and a knowledge base with your FAQ, catalog or feed. Keep call instructions short and specific.
  2. Go to Channels, select the agent and open Calls. Choose Twilio Account and a voice, enter the Phone Number in international format, your Twilio Account SID (starts with AC) and Twilio Auth Token, then click Connect phone number.
  3. Tune the voice settings, add Transfer to human operator and Auto-recall if you need them, and run Make a test call.
  4. Turn on Connect agent to this channel.
  5. For texts, open the SMS channel, choose Twilio, reuse the Calls credentials or enter them, click Connect SMS, point the Twilio Messaging webhook to MyChatBot and switch the channel on.
  6. Connect your CRM under Integrations, run Sync statuses, then publish follow-ups and attach them to the agent under Follow ups.

Test with one lead first: import your own phone number and run an Immediate outreach to it.

Frequently asked questions

Do I have to move my numbers away from Twilio?

No. You keep your Twilio account and numbers and connect them to MyChatBot with the phone number, Account SID and Auth Token. MyChatBot adds the AI agent on top, and Twilio stays your provider.

Can I use one Twilio account for both calls and SMS?

Yes. If a number is already connected through the Calls channel on Twilio, the SMS form offers Use Twilio credentials from Calls channel, so you can reuse the same Account SID and Auth Token instead of re-entering them. The number used for SMS must support text messages.

How is usage billed?

Calls are billed by duration and converted into AI messages: 3 per minute for standard voices and 5 per minute for high-quality or multilingual voices, prorated by the second. Post-Call Functions, if you configure them, add a small fixed charge per call that runs them. Each SMS reply counts as one message at your per-message rate, and Twilio bills carrier fees for texts separately on your Twilio invoice.

Can the agent transfer a caller to a real person?

Yes, on phone calls. Turn on Transfer to human operator, enter the operator number and an optional extension, and describe the Transfer Condition. In SMS chats, an operator takes over in Chats with the AI switch or a configured stop word.

What happens when an outbound call is not answered?

With Auto-recall on, the agent calls again after the interval you set, up to 3 attempts. An unanswered call sets the client’s status to NotAnswered, which can trigger a published follow-up targeting that status. If the Calls channel’s Follow-up channels list is set, that message goes out on another channel, such as Telegram or Viber, and retries do not re-trigger the same sequence.

Which CRMs can receive the leads?

Native integrations include HubSpot, Salesforce, Zoho, Bitrix24, Kommo, KeyCRM, SalesDrive and GoHighLevel, plus the built-in MyChatBot CRM. The agent creates or updates leads and deals with the fields you allow, and CRMs such as HubSpot and KeyCRM get a link back to the conversation. An assistant can have one CRM connected at a time.

Why don’t incoming texts reach the agent?

For Twilio, check that the number’s Messaging webhook points to https://api.mychatbot.app/webhook/sms and that Connect agent to this channel is on. Also make sure the number is not connected elsewhere in MyChatBot, since each SMS number can be connected only once.

Make your Twilio numbers intelligent

Connect Twilio, point it at your Knowledge Base, and let the AI agent handle SMS and calls.

Start free