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VoiceNumbersTwilio

Twilio

Use Twilio with PolyAI to use your existing phone numbers, SMS infrastructure, and contact center setup.

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.

Call handoffs

Configure handoff destinations for live agent transfers

Telephony overview

General telephony setup and phone number management

Outbound calling

Configure proactive calls through Twilio