Twilio + Zapier: How it works

Twilio connects with Zapier to automate messaging and voice workflows. Teams use this integration to send SMS alerts, place automated calls, and log communications across apps.

Explore Twilio integrations on Zapier: https://zapier.com/apps/twilio/integrations

When to use Twilio with Zapier

Sending transactional messages: Deliver SMS or calls based on events from business apps

Capturing inbound replies: Trigger workflows when customers text a Twilio number

Logging communications: Record messages and recordings in CRMs or databases

Popular Twilio + Zapier use cases

Send SMS confirmations from forms: When a new form entry is received, send a Twilio SMS to the submitter to provide immediate confirmation and reduce manual follow-up.

Call on urgent support tickets: When a support ticket is tagged high priority, place a Twilio call to the on-call agent so critical issues get attention without delay.

Log inbound SMS to CRM: When Twilio receives a new SMS, create a note or activity on the related contact in Salesforce or HubSpot to keep customer records accurate and complete.

Coordinate incident alerts across teams: When an incident is created in monitoring tools, send a Twilio SMS to on-call staff and post details to Slack or Microsoft Teams so stakeholders stay aligned and response times improve.

Archive call recordings for audits: When a new Twilio recording is available, upload the file to Google Drive and add a row in Google Sheets to maintain an auditable history.

Getting started

Connect Twilio to Zapier
Add Account SID and Auth Token
Choose a trigger or action
Map fields and recipients
Test and turn the Zap on

Triggers and actions

Triggers: Twilio offers triggers including New SMS and New Recording. Triggers fire when a Twilio number receives an SMS or when a new call recording is created.

Actions: Available actions include Send SMS and Call Phone. Actions send text messages or initiate voice calls via Twilio based on events in connected apps.

FAQs

Which Twilio triggers and actions are supported? New SMS and New Recording are triggers, and Send SMS and Call Phone are actions.

How do I set up the New SMS trigger? Point the phone number’s Messaging webhook to the Zap’s URL and send a fresh test message.

Can I use a Messaging Service SID instead of a From number? Yes, enter the Messaging Service SID in the Send SMS action.

How should phone numbers be formatted? Use E.164 format (for example, +15551234567).