SMS customer support via Twilio, in your shared inbox
Run SMS customer support without juggling Twilio's console and your helpdesk. Connect a Twilio number to Deskwoot and your team handles inbound SMS in the same inbox as everything else.
Overview
SMS customer support is alive and well, especially in the US, Canada, UK, and Australia. Older demographics, security-sensitive contexts (banking, healthcare), and quick-resolution flows (delivery alerts, appointment confirmations) all favour SMS over messaging apps.
Deskwoot connects to Twilio, one of the largest SMS providers. Add your Twilio number in Settings, Inboxes, SMS, and customer texts land in your shared inbox.
SMS in both directions: customers reply, MMS images arrive where the carrier supports them, and agents can attach up to 10 files (5 MB in total) to a reply. A long back and forth stays one conversation, not 10 separate ones.
AI replies on SMS work well for quick status questions such as order tracking and delivery times. Fynn answers those from your store data and your own content, and hands the conversation to a person when it needs real judgement.
Pricing: Twilio charges per message based on country and carrier, for messages you send and in many countries for messages you receive. Deskwoot adds no markup on top, which matters for teams with high volume.
What you get with SMS support
Your Twilio number
Keep the Twilio number your customers already text.
SMS in both directions
Customers can reply, attachments included where the carrier supports MMS. The thread reads naturally in the inbox.
AI replies for status queries
Fynn answers the routine SMS questions, like order tracking and delivery times, on its own and hands the rest to your team.
One thread per customer
A long back and forth stays one conversation instead of 10.
Getting started
Connect SMS in 2 steps.
- Open Settings, then Inboxes, then SMS, and add your Twilio number.
- Then follow the setup screen, and customer texts arrive as conversations.
