Twilio

Version 1.0 · Last updated 2026-08-10

Context

Twilio powers SMS and messaging infrastructure for businesses around the world - there is no branded app for a customer to open, just a phone number that works with the texting they already use every day. With Unless, that same number carries your AI customer agent: a text conversation that needs no app, no login, and no account to create.

It is the same agent across acquisition, retention, expansion, and support, so a customer who first texted with a question and later texts about a renewal is talking to the one relationship, not starting over. When the thread needs a person, it hands off with the full exchange attached.

Because a text thread is where the customer already is, on any phone, that is also where the agent works: answering by SMS, catching buying, retention, and upsell signals to route to your team, and starting actions when you allow it.

Key benefits

• No app required: Your agent answers by text on any phone, instantly and around the clock, in every language you support - nothing for the customer to install.
• One thread, no repeats: When a person is needed, your team continues the same SMS conversation with everything already said.
• Signals from a channel everyone already has: The agent answers questions over SMS, spots buying and churn signals to route to your team, and can start permissioned actions, all through a number your customers already trust.

How does it work?

Unless deploys your AI customer agent over Twilio’s SMS infrastructure, where it answers customer texts directly, spots signals it routes to your team, starts permissioned actions, and hands off to a person with the full thread when the conversation needs one.

Install instructions

Once at the Integrations tab of your Unless dashboard, you can select “Configure” for the Twilio integration. This will open a popup where you can connect Twilio and set up the channel.