Kustomer Integration with Twilio allows you to customize SMS support for your support teams. Once SMS is set up, you can create a support number within Kustomer or enter your own number, and send and receive text and picture messages directly from the Kustomer web application.

When a customer sends a message via SMS, Kustomer will create new customers and conversations from those messages. If an existing customer contacts you via SMS, Kustomer will create a conversation on the customer's timeline.

Customer messages received within 24 hours will be combined into the same dialogue. Agent messages will always remain linked in the conversation from which they were sent.