Quick Overview
Twilio integration is one of Lindy’s most powerful communication capabilities, enabling your AI agents to act as sophisticated communication assistants across SMS, voice, and verification services. The integration provides both Triggers (what can start a Lindy workflow) and Actions (what Lindy can do). This comprehensive integration transforms Lindy into a powerful communication automation platform, capable of handling everything from customer support to sales outreach, appointment reminders, and emergency notifications. Key benefits of Twilio integration:- Omnichannel communication – SMS, voice calls, and verification across multiple channels
- Real-time automation – Instant response to communication events and triggers
- Scalable engagement – Handle high-volume communication without proportional resource increase
- Enhanced security – Multi-factor authentication and verification workflows
How to set up Twilio
1
Add Twilio to your workflow
Click on the plus sign at the bottom or right-click anywhere on the canvas and select “Add Trigger” or “Add Action” from the pop-up menu and choose “Twilio”
2
Connect and Configure your Twilio
Click on “Add Account” and authorize your Twilio for Lindy’s integrations by providing your Account SID, Auth Token, and selecting which phone numbers you want to use.
Twilio Triggers
Call Received
Fires when you receive a call to a Twilio phone number:- Real-time activation - Triggers immediately when inbound calls are received
- Caller information - Provides caller details, duration, and call status
- Filtering options - Can be filtered by specific phone numbers or caller patterns
- Perfect for customer support hotlines, emergency response, sales lead qualification
New Call
Triggers when a new call is received on your Twilio phone number:- Enhanced metadata - Provides detailed call analytics and routing information
- Advanced call flow - Supports sophisticated call routing and queue management
- Multi-tenant support - Handle calls for different clients or departments
- Ideal for advanced call center operations, call analytics, intelligent distribution
New Phone Number
Receive notifications when new phone numbers are added to your Twilio account:- Automated provisioning - Set up new phone numbers with appropriate configurations
- Multi-location support - Configure local numbers for new business locations
- Campaign management - Set up dedicated numbers for marketing campaigns
- Perfect for number provisioning, compliance documentation, cost management
New Recording
Monitor for new recordings added to your Twilio account:- Quality assurance - Automatically review and score customer service calls
- Compliance tracking - Ensure all required calls are recorded and stored
- Training support - Identify calls for training purposes and agent development
- Essential for call analysis, compliance monitoring, automated transcription
New Transcript Created
Triggers when a new transcript is created in your Twilio account:- Automated analysis - Extract key information and insights from call transcripts
- Compliance monitoring - Scan transcripts for compliance violations
- Customer insights - Analyze customer sentiment and satisfaction
- Perfect for call analysis, knowledge base creation, performance metrics
SMS Received
Triggers when you get a new SMS:- Real-time processing - Handle customer inquiries and support requests
- Multimedia support - Process MMS with image and file attachments
- Two-way conversations - Enable sophisticated SMS conversation workflows
- Essential for customer support, appointment management, emergency notifications
Use “SMS Received” triggers combined with “Send SMS Message” actions for the most powerful two-way communication workflows.
Twilio Actions
Make Phone Call
Make an outbound phone call with full customization:- Global calling - Support voice calls to any phone number worldwide
- Text-to-speech - Integration with automated message playback
- Call recording - Configurable recording and transcription options
- Perfect for customer outreach, appointment reminders, emergency notifications
Send SMS Message
Send SMS messages with advanced features:- Global messaging - Send text messages to any mobile number worldwide
- Long message support - Automatically split long messages into multiple parts
- Delivery tracking - Monitor delivery status and reporting
- Essential for transactional notifications, marketing campaigns, appointment management
Send SMS Verification
Send SMS verification codes using Twilio’s verification service:- Secure codes - Generate time-limited verification codes
- Automatic retry - Built-in retry and fallback mechanisms
- Fraud prevention - Integration with fraud detection systems
- Perfect for two-factor authentication, phone verification, transaction security
Check Verification Token
Verify a token code sent to a phone number:- Code validation - Validate verification codes against Twilio’s service
- Expiration handling - Handle expired codes and retry limits
- Detailed status - Provide comprehensive verification status and error handling
- Essential for login verification, identity confirmation, transaction authorization
Create Verification Service
Create a new verification service for authentication requests:- Multi-tenant support - Separate verification services for different clients
- Configurable policies - Set code length, expiration, and retry policies
- Multi-channel support - Support SMS, voice, and email verification
- Perfect for multi-tenant applications, department-specific verification, campaign verification
Get Call
Retrieve details about a specific Twilio call:- Comprehensive metadata - Access call analytics and routing information
- Recording access - Retrieve call recordings and transcriptions
- Quality metrics - Integration with call quality and performance data
- Essential for call analytics, quality assurance, billing analysis
Get Message
Retrieve details of a specific message using its Message ID:- Complete metadata - Access message content and delivery status
- Media attachments - Retrieve images, videos, and documents
- Delivery tracking - Monitor delivery confirmations and error codes
- Perfect for message tracking, compliance auditing, customer service analysis
Get Transcripts
Retrieve transcripts from Twilio using their unique SID identifiers:- Complete transcriptions - Access call content with timestamps
- Confidence scores - Retrieve accuracy metrics and speaker identification
- Multi-language support - Support for multiple languages and accents
- Essential for call analysis, compliance monitoring, training development
List Calls
Retrieve a list of phone calls with optional filtering:- Advanced filtering - Filter by date range, status, direction, and numbers
- Paginated results - Handle large datasets efficiently
- Export capabilities - Support for reporting and analysis
- Perfect for call volume analysis, performance reporting, cost management
List Messages
Retrieve a list of messages sent through your Twilio account:- Comprehensive filtering - Filter by date, direction, status, and numbers
- Bulk analysis - Support for message analytics and reporting
- Delivery tracking - Monitor message delivery and engagement rates
- Essential for campaign analysis, communication history, compliance auditing
List Transcripts
Retrieve a list of transcripts from your Twilio account:- Content analysis - Analyze call content across multiple conversations
- Quality metrics - Filter by call type and quality indicators
- Bulk processing - Support for transcript analysis and search
- Perfect for content analysis, quality assurance, knowledge management
List Message Media
Retrieve a list of media files associated with a specific message:- Multimedia support - Access images, videos, and documents sent via MMS
- Media processing - Retrieve file metadata and content
- Content analysis - Analyze visual content for insights and trends
- Essential for visual customer service, document processing, compliance documentation
Phone Number Lookup
Look up information about a phone number using Twilio’s service:- Carrier information - Retrieve carrier details and number type
- Geographic data - Access location and routing information
- Validation support - Verify phone number format and reachability
- Perfect for number validation, fraud prevention, geographic routing
Download Recording Media
Download Twilio recording media files to a specified location:- Multiple formats - Download in MP3, WAV, and other formats
- Batch processing - Support for automated download workflows
- Cloud integration - Integration with storage and content management
- Essential for archive management, quality assurance, training development
Delete Call
Delete a specific call record from your Twilio account:- Data retention - Manage call records per retention policies
- Privacy compliance - Remove records upon customer request
- Storage optimization - Clean up unnecessary records to reduce costs
- Perfect for data retention management, privacy compliance, system maintenance
Delete Message
Delete a specific message from your Twilio account using its Message ID:- Privacy protection - Delete messages upon customer request
- Retention management - Automatically clean up old messages
- Compliance support - Ensure message retention complies with regulations
- Essential for privacy compliance, data retention, system cleanup
Practical Implementation Scenarios
Omnichannel Customer Service
Omnichannel Customer Service
Create comprehensive customer service workflows across voice and SMS:
- Customer calls support → If no answer, send SMS with callback option → Customer responds via SMS → Create support ticket → Send SMS updates → Follow up with satisfaction survey
Emergency Response and Escalation
Emergency Response and Escalation
Build sophisticated emergency response systems with multiple communication channels:
- Critical system alert → Send SMS to on-call engineer → If no response in 5 minutes, make voice call → If still no response, escalate to manager → Continue escalation chain until acknowledged
Automated Sales and Marketing
Automated Sales and Marketing
Create intelligent sales and marketing workflows with personalized communication:
- Lead score reaches threshold → Make personalized sales call → If no answer, send follow-up SMS → Track engagement → Schedule callback based on response → Continue nurture sequence
Advanced Features & Capabilities
Multi-Channel Communication
Multi-Channel Communication
Seamless integration across multiple communication channels:
- SMS and Voice - Coordinate messaging across text and phone calls
- Verification Services - Multi-factor authentication and security workflows
- Recording and Transcription - Automated call analysis and content processing
- Media Handling - Process images, videos, and documents via MMS
Real-time Automation
Real-time Automation
Instant response to communication events and triggers:
- Event-driven Triggers - React immediately to calls, SMS, and verification events
- Intelligent Routing - Route communications based on content and priority
- Escalation Management - Automatic escalation for urgent communications
- Cross-system Integration - Connect with CRM, support, and business systems
Security and Compliance
Security and Compliance
Advanced security and compliance capabilities:
- Multi-factor Authentication - Secure verification workflows for sensitive operations
- Fraud Prevention - Phone number validation and suspicious activity detection
- Compliance Management - Automated compliance with TCPA, GDPR, and other regulations
- Audit Logging - Comprehensive logging of all communication activities
Configuration Best Practices
For Customer Service
For Customer Service
Optimize your customer service communication workflows:
- Use “SMS Received” triggers for immediate customer response
- Implement “Make Phone Call” for high-priority escalations
- Set up automated follow-up sequences with “Send SMS Message”
- Use “Get Call” and “Get Transcripts” for quality assurance
- Implement proper opt-out management for all communication channels
For Sales and Marketing
For Sales and Marketing
Set up powerful sales and marketing communication workflows:
- Use “Make Phone Call” for personalized sales outreach
- Implement “Send SMS Message” for follow-up and reminders
- Set up verification workflows with “Send SMS Verification”
- Create appointment management systems with automated confirmations
- Use “List Messages” for campaign performance analysis
For Security and Verification
For Security and Verification
Create robust security and verification workflows:
- Use “Send SMS Verification” for two-factor authentication
- Implement “Check Verification Token” for secure login processes
- Set up “Phone Number Lookup” for fraud prevention
- Create emergency notification systems with escalation chains
- Use “Create Verification Service” for multi-tenant applications
Limitations & Considerations
API Limitations
API Limitations
- Rate Limits: Twilio API has rate limits for high-volume operations
- Geographic Restrictions: Some features may be limited by geographic location
- Phone Number Availability: Local numbers may not be available in all areas
- Message Length: SMS messages have character limits and automatic splitting
Cost Considerations
Cost Considerations
- Per-message Charges: SMS and voice calls incur per-use charges
- Phone Number Rental: Monthly charges for dedicated phone numbers
- Recording Storage: Additional costs for call recording storage
- Verification Services: Charges for verification codes and services
Compliance Requirements
Compliance Requirements
- Opt-out Management: Must provide opt-out mechanisms for all communications
- Data Retention: Follow data retention policies for call recordings and messages
- Consent Management: Ensure proper consent for all communication types
- Regulatory Compliance: Comply with local regulations (TCPA, GDPR, etc.)