Send SMS, trigger voice calls, verify OTPs, and bridge phone numbers with an AI agent on WhatsApp
Twilio is the leading communications platform, powering SMS, voice, video, email, and verification APIs for more than 300,000 customers. The LunoGen Twilio integration connects your AI agent to Twilio Programmable SMS, Programmable Voice, and Twilio Verify so it can send SMS, initiate voice calls with TwiML, run OTP verification flows, and handle two-way SMS conversations — all from WhatsApp.
SMS still beats every other channel for delivery and read rates, and voice calls still beat everything for urgency. But the Twilio Console and writing TwiML by hand is overkill for simple daily work. The AI agent turns Twilio into a one-line command: 'text the on-call engineer right now', 'call the customer if the payment fails', 'start an OTP flow for a new signup'. You get Twilio's reliability with WhatsApp's speed.
Log in to console.twilio.com and copy your Account SID and Auth Token from the dashboard. These authenticate every API call.
Buy a Twilio number (SMS + Voice capable) in the console, or pick an existing one. For US 10DLC or toll-free, complete the brand and campaign registration.
Open LunoGen → Credentials → New → Twilio. Paste the Account SID, Auth Token, and your default sender number. The agent will run a test message.
For incoming SMS and voice replies, set the phone number's Messaging and Voice webhooks to your LunoGen endpoint. This is how the agent reads replies.
If you plan to use OTP flows, create a Verify Service in the console and paste the Service SID in LunoGen. You can now trigger /verify from chat.
Some events need to wake someone up, not just ping WhatsApp. The agent sends an SMS via Twilio for the most urgent alerts and falls back to voice if there is no reply in 5 minutes.
High-priority event. Sending SMS to the finance owner...
If a WhatsApp alert goes unread for 5 minutes during an incident, the agent makes an actual phone call via Twilio with a text-to-speech briefing and a DTMF acknowledge key.
Initiating Twilio voice call now...
The agent runs your entire OTP verification flow via Twilio Verify — send code, handle retries, check attempts, and enforce rate limits — from simple chat instructions.
Starting Twilio Verify flow for the new signup...
Customers text your Twilio number and the agent relays the conversation into your WhatsApp so you can respond from one place. SMS replies go back through Twilio automatically.
New SMS from a customer. Relaying to your WhatsApp...
Every morning the agent pulls your Twilio usage records, breaks down cost by number and message type, flags anomalies, and delivers a report on WhatsApp.
Pulling yesterday's Twilio usage records...
The agent handles full SMS conversations with customers — answering billing questions, updating addresses, rescheduling appointments — and only escalates to WhatsApp when a human is truly needed.
Looking up the customer and their appointment...
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Spin up an AI agent in under 2 minutes, plug in your Twilio credentials, and start running your workflows from WhatsApp.