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Updated September 30, 2026

SMS and WhatsApp

Overview

With Twilio SMS your customers can text your business phone number and get answers from your AI agent, just like in the chat widget. You use your own Twilio account and number, and replies are sent from that number.

WhatsApp is listed in Add Channel Connection but is marked Coming soon and can't be selected yet.

Steps

Connect a Twilio SMS number

Before you start, you need a Twilio account and an SMS-capable phone number in it.

  1. Go to Chat → Channels and click Add Channel.
  2. Choose Twilio SMS.
  3. Enter your Account SID and Auth Token (from the Twilio Console dashboard) and your Twilio phone number in international format, for example +14165550123.
  4. Leave Set the number's webhook to AtomicX ticked. AtomicX Chat then tells Twilio to send incoming texts for that number to your account. Untick it only if you want to set the number's A message comes in webhook in Twilio yourself; the address is shown in Where to find these.
  5. Click Connect. AtomicX Chat checks that the number belongs to your Twilio account before saving. You'll see a card for the number on the Channels page.

Choose which workflow answers texts

  1. On the SMS card, click Configure.
  2. Pick the Default Workflow. Texts are answered by the agent in that workflow. With None (tenant default), your first chat configuration is used.
  3. Click Save Configuration.

Follow text conversations

Text conversations appear in Chat → Conversations like any other conversation, and you can take over from the live monitor. See Live monitor and human handoff.

Tips

  • Keep answers short: text messages work best with brief replies and no formatting. Replies are sent as plain text.
  • Each phone number starts a new conversation after 24 hours of silence, so the AI doesn't pick up an old topic weeks later.
  • People who text STOP are blocked by Twilio from receiving further messages from your number.
  • Private clubs can use the same number for member concierge, RSVPs and text blasts. See MemberX overview and setup.
  • To remove the number, click Disconnect on its card. Update the webhook in Twilio if you connect it elsewhere.
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