SMS channel (Twilio)

Your agent can answer SMS sent to a Twilio number: a customer texts you, the agent replies with the same knowledge, tools and guardrails as everywhere else, and every conversation lands in your Inbox — where a human reply is delivered straight back as a text.

You bring your own Twilio account and number; Kelma connects to it. About five minutes:

1. Get your Twilio details

1. Sign in to the Twilio Console. On the dashboard, copy your Account SID (starts with AC…) and Auth Token.
2. Under Phone Numbers → Manage → Active numbers, note the SMS-enabled number you want to use (in +E.164 form, e.g. +35699000000). Buy one if you don't have it yet.

2. Connect it in Kelma

On your agent's Channels tab (under Messaging channels), open SMS, paste the Account SID, Auth Token and number, and press Connect — Kelma checks the credentials with Twilio, so a wrong pair fails right away. The panel then shows an inbound webhook URL.

3. Point Twilio at Kelma

In the Twilio Console → your number → Configure → Messaging: under "A message comes in", choose Webhook, paste the URL from the Kelma panel, and set the method to HTTP POST. Save.

Text your number — the agent should reply within a few seconds, and the conversation appears in your inbox marked SMS.

Good to know

• Human takeover works like every channel: reply from the inbox and your message is sent back as a text.
• Replies are kept short on purpose — SMS has no formatting and long messages are split into (billable) segments. Standard Twilio SMS rates apply from your own account.
• Inbound texts are verified with Twilio's signature, so only real Twilio deliveries reach your agent.
• Messages consume the same monthly message tokens as website chats.