SMS integration
SMS support without a phone tree
Connect a Twilio number and the AI agent answers texts instantly — order chases, opening hours, and product questions — escalating to your team when it matters.
What does the ChatFlo SMS integration do?
The ChatFlo SMS integration connects a Twilio number so the AI agent answers customer text messages automatically. It resolves order chases, opening-hours questions, and product queries in seconds, and routes anything it cannot handle to your team with the full thread attached.
Setup
Connecting SMS takes three steps
- Step 1
Connect Twilio
Add your Twilio credentials and select the number you want ChatFlo to answer on.
- Step 2
Train the agent
Point it at your site and FAQs so texts get answers grounded in your actual policies.
- Step 3
Set handoff rules
Choose what the agent resolves alone and what goes to a person straight away.
What you get
Text-message support that answers itself.
Once SMS is connected, the AI agent handles the routine work and your team picks up everything that needs a person.
Replies in seconds
SMS carries the highest expectation of immediacy of any channel. The agent answers instantly rather than queueing.
Order and delivery chases
With Shopify connected, "where is my order" is answered from live store data in a single text.
Concise, channel-appropriate answers
Replies stay short and readable on a phone rather than dumping a help-centre article into a text message.
Same shared inbox
Text threads sit with every other channel, so your team is not watching a separate tool.
Turn on SMS support
Connect a Twilio number and let the agent handle the texts your team keeps answering by hand.
Frequently asked questions
Yes. ChatFlo sends and receives text messages through Twilio, so you connect your Twilio credentials and choose the number you want to use.
ChatFlo supports both SMS and WhatsApp through Twilio. Which one a number serves depends on how that number is provisioned in your Twilio account.
The agent answers in a form appropriate to the channel, so SMS responses stay concise and readable rather than reproducing a long help article.
You control what escalates. Sensitive conversations are routed to your team immediately with the whole thread attached, rather than being handled automatically.
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