Twilio Messaging

Save account credentials once and select that connection when creating another Twilio connector. Credentials belong to the saved connection; the sender and message settings belong to each connector. Use different numbers and channels from the same account without maintaining separate copies of its Auth Token. See Twilio Voice for connecting an agent to incoming calls.

Choose the region that matches your Twilio setup. US1 supports SMS/MMS, WhatsApp, and RCS. IE1 supports SMS text, with no media or +1 senders or recipients. AU1 supports Voice only. Provision phone numbers and channel senders in Twilio. RCS drafts remain selectable for testing; appearing in the dropdown does not mean a sender is approved for production messaging. Twilio documents the IE1 restrictions for regional messaging.

Select a Twilio number or registered WhatsApp or RCS sender and save the inbound connector. Connic registers its incoming-message webhook in Twilio. It updates the webhook when you change senders and removes it when you delete the connector, provided the webhook still points to that connector. Setup errors appear when saving.

Clear an existing incoming-message webhook or TwiML app before assigning the sender to Connic. If a Messaging Service contains the sender, set its incoming handling to Defer to sender's webhook. For the WhatsApp Sandbox, copy the connector's webhook URL into When a Message Comes in in Twilio's Sandbox settings and save it with HTTP POST. The Sandbox requires this manual step.

Connic verifies Twilio's request signature and checks that the account, channel, and destination match the inbound connector. Each accepted message supplies text, sender and recipient addresses, the Twilio message identifier, a conversation identifier, and the original webhook fields. Supported media is downloaded and passed to the agent as file input.

Set the prompt and attach the knowledge sources or tools the agent needs. A support agent can look up a product guide; an order assistant can call a tool connected to your order system. The Messaging documentation includes the input fields, webhook setup, and examples for each direction.

Link inbound and outbound connectors to the same agent using the same Twilio connection, channel, and sender. Leave the outbound recipient empty to reply to the verified incoming sender. Connic checks the originating connector before using that reply destination.

For other destinations, return a recipient with the outbound message or set a default on the connector. An explicit recipient takes priority over the default, and the default takes priority over the incoming sender. Send a plain text string or use structured output for the recipient, media URLs, or template variables. Delivery can run automatically after the agent, through an agent tool, or from middleware.

Enable sessions on the agent and set the session key to input.conversation_id when follow-up messages need earlier context. Choose a session lifetime that fits the conversation. Without session configuration, messages start independent runs and do not automatically share history.

The conversation identifier groups a customer's messages to the same Twilio sender on that inbound connector. It separates accounts, regions, and channels, so sharing a saved connection with Voice or another Messaging connector does not merge their conversation histories.

Incoming attachments use Connic's file-input format, with a combined limit of 10 MiB per message. Choose a model that can process the supplied file types. Outbound messages accept public media URLs that Twilio can fetch: up to ten for SMS/MMS and one for WhatsApp or RCS, subject to the channel's media rules. On WhatsApp, send explanatory text separately from non-image media because those attachments do not retain an accompanying text body.

For WhatsApp messages outside the 24-hour customer service window, use an approved template. Configure its Content SID and variables on the connector or pass them with the outbound message. Templates use their own content; send plain text and media URLs through separate message actions. RCS uses the configured RCS sender and recipient; this connector does not automatically fall back to SMS.

Use Connic runs to inspect the incoming message, the agent's tool calls, and its output. Outbound connector results include Twilio's message SID and the status returned by the API, so you can find the corresponding message in Twilio's Messaging Logs.

A successful outbound run means Twilio accepted the API request. Check the Messaging Logs for the final delivery status and any channel or carrier errors. The connector documentation covers common setup, recipient, template, and attachment problems.