Resolve for Twilio
Some customers text, some call, and both expect a fast answer. The Twilio integration gives Resolve programmatic SMS and voice, so Reva can resolve routine text conversations directly and turn voice into workable tickets, all on the same engine as your other channels.
What the Twilio integration does
- SMS as a support channel: Reva reads inbound texts and replies with grounded answers.
- Voice support: calls can be transcribed into tickets Reva triages, with escalation to a human when needed.
- Programmatic messaging so notifications and updates can go out over SMS.
What Reva does with your Twilio data
- Resolves routine SMS questions in-thread, pulling real order or billing data from connected systems.
- Turns a voice transcript into a categorized ticket and either resolves or escalates it.
- Sends a decision card to your team for anything sensitive, angry, or money-related.
One design principle runs through every integration: ground or refuse. Reva only acts on data it actually retrieved, business math is computed in code rather than written by the model, and anything risky, moving money, changing an account, an angry customer, routes to a human decision card instead of an autonomous action.
Setup, in plain language
- In Settings, then Integrations, connect Twilio with your account credentials.
- Point your Twilio number's messaging and voice webhooks at Resolve.
- Reva starts handling SMS and voice tickets alongside your other channels.
A real use case
A customer texts "reschedule my delivery to Friday." Reva reads the SMS, checks the order in Shopify, confirms Friday is available, and texts back a confirmation, all in the same thread. A different customer calls and leaves a voicemail about a billing dispute, which Reva transcribes into a ticket and escalates to a human decision card, because a dispute is never auto-resolved.
Frequently asked
Can Reva handle phone calls?
It handles voice by transcribing calls into tickets it can triage, resolve, or escalate. For live spoken conversation, evaluate the fit for your volume specifically.
Does SMS use the same guardrails?
Yes. SMS runs on the same engine, so grounding, confidence scoring, and decision-card escalation all apply.
Can we send outbound updates over SMS?
Yes. Through Twilio, Resolve can send notifications and status updates as text, so a "your issue is resolved" can reach the customer where they are.