Why use Twilio with PolyAI
If your organization already uses Twilio for telephony, you can connect your existing numbers rather than purchasing new ones. This lets you:- Keep your current numbers — No need to port or change numbers your customers already know.
- Use Twilio SMS — Send SMS messages during or after calls for confirmations, links, or follow-ups.
- Integrate with Twilio Flex — Route calls between your PolyAI agent and live agents in your Flex contact center.
Integration guides
Phone number integration
Connect a Twilio-hosted phone number to your agent. Start here if you just need voice.
SMS integration
Set up SMS messaging so your agent can send texts during or after calls.
Twilio Flex integration
Route calls between PolyAI and your Flex contact center for live agent handoff.
Related documentation
- Call handoffs — Configure handoff destinations for live agent transfers
- Telephony overview — General telephony setup and phone number management