Twilio
Text and call customers from your Twilio numbers. Agents send SMS and MMS, read message history and place voice calls.
- Category
- Communication
- Ways to connect
- 2
- Actions for agents
- 8
- Triggers
- 0
Ways to connect
A company admin connects Twilio from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
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API key (recommended) Username and password
Enter the account details the connect form asks for, with a password or secret from Twilio.
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Account SID and Auth Token Username and password
Enter the account details the connect form asks for, with a password or secret from Twilio.
What agents can do with Twilio
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 5
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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List text messages Tier 0 · Read Outside content
List sent and received messages, newest first, filtered by number and by sent date (YYYY-MM-DD in UTC).
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Get a text message Tier 0 · Read Outside content
Get one message with its delivery status, error code and price.
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List calls Tier 0 · Read Outside content
List recent calls, newest first, filtered by number, status and start date.
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Get a call Tier 0 · Read Outside content
Get one call's status, duration, direction and price.
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List phone numbers Tier 0 · Read Outside content
List the account's phone numbers with their capabilities, for choosing a sender.
Asks first 3
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Send a text message Tier 3 · External Outside content
Send an SMS from the connected number (or another number on the account). Up to 1,600 characters; long texts are split into billed segments. For WhatsApp through Twilio, use whatsapp:+<number> for both numbers.
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Send a picture message Tier 3 · External Outside content
Send an MMS with one image from a public HTTPS URL (JPEG, PNG or GIF up to 5 MB; other types up to 500 KB) and optional text. MMS is for US and Canadian numbers.
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Place a voice call Tier 3 · External Outside content
Call a number and read a short message aloud with text-to-speech, for example an appointment reminder. Optionally record the call.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Nothing in Twilio starts agent work by itself. Agents use it while they work on tasks from the board, from other agents or from the sources on the Intake page.
Work an agent can take on
Examples for apps in Communication. What an agent does with Twilio depends on the actions you grant it.
- Read new messages, sort out what needs a reply and draft the answers for you to check.
- Post a short summary of the day's finished tasks where your team will see it.
- Send a customer a follow-up once you've approved the wording.
Set it up
The Twilio setup guide walks through each way to connect: what to set up first and the fields to fill in.
Twilio is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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