SMS Alerts for High-Priority Events
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.
Conversation example
High-priority event. Sending SMS to the finance owner...
SMS sent via Twilio: To: +1 415 555 0193 (Divya, CFO) From: +1 415 555 0100 (LunoGen alerts number) Body: 'URGENT: Stripe dispute opened for Northwind Labs — $4,280. Reply ACK here or I will call you in 5 min. Details on Slack #finance.' Twilio SID: SMabc123... Delivered in 1.8 sec. Setting a 5-min ack timer. If Divya does not reply with ACK, I will trigger a voice call cascade to her number and then to Alex as backup. Full context posted to #finance on Slack.
More Twilio use cases
Voice Call Cascade When WhatsApp Is Unread
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.
OTP Verification with Twilio Verify
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.
Bridge Two-Way SMS Conversations into WhatsApp
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.
Daily Twilio Messaging Cost Report
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.
Automated Two-Way SMS Customer Conversations
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.
Deploy this in minutes
Create a LunoGen agent, connect Twilio, and start running this workflow from WhatsApp today.