SMS Integration

Send and receive SMS messages via Twilio, Bandwidth, and other providers. Manage text conversations alongside all your other channels.

SMS support made simple

Everything you need to deliver great customer service via text message.

Twilio & Bandwidth

Reach customers on any phone

SMS works on every mobile phone - no smartphone or app required. Reach customers who prefer text messaging or don't use messaging apps. Perfect for appointment reminders, order updates, and quick support.

No app download required for customersWorks on smartphones and basic phonesGlobal reach - SMS works everywhereHigh open and response ratesCustomers already know how to use itWhy SMS still matters98%Open rate

SMS messages are almost always read

Average response time

Most texts are read within 90 seconds

People with SMS access

Works on any mobile phone worldwide

Industry-leading SMS API platform

Enterprise communications platform

Bring your existing account or create a new one

• No app download required for customers
• Works on smartphones and basic phones
• Global reach - SMS works everywhere
• High open and response rates
• Customers already know how to use it

Connect via Twilio or Bandwidth

Use your existing Twilio or Bandwidth account, or create a new one. Just add your API credentials and phone number to start receiving SMS in Chatwoot.

• Works with existing Twilio or Bandwidth account
• Use your current business phone number
• Simple API key configuration
• Webhook automatically set up
• Pay only for what you use

Real conversations, not just broadcasts

SMS isn't just for notifications. Have real back-and-forth conversations with customers. They text your business number, your team responds through Chatwoot.

Two-way conversations, not just broadcastsCustomers reply directly to your numberFull conversation history preservedMultiple agents can handle SMS queueAutomated routing and assignmentPerfect forAppointmentsOrder UpdatesSupportRemindersConfirmationsFollow-upsSMSEmailWhatsAppJDJohn Davis

SMS · +1 (555) 987-6543

• Two-way conversations, not just broadcasts
• Customers reply directly to your number
• Full conversation history preserved
• Multiple agents can handle SMS queue
• Automated routing and assignment

SMS alongside all your channels

SMS messages appear in the same inbox as email, WhatsApp, and live chat. Your team sees the complete customer history regardless of which channel they use.

• All SMS conversations in your team inbox
• See customer history across all channels
• Apply labels, assign agents, use automations
• Same workflow as email and chat
• No need to switch between apps

AI-powered SMS responses

Captain helps your team respond faster via SMS. It suggests replies, handles common questions automatically, and keeps responses concise for the SMS format.

AI suggests concise SMS-friendly responsesAuto-respond to common questionsKeep messages under character limitsSmart handoff to human agents when needed Learn more about Captain +1 (555) 234-5678What time do you close today?

Captain suggestsWe close at 6pm today. Last appointment slot is 5:30pm. Want me to check availability?

• AI suggests concise SMS-friendly responses
• Auto-respond to common questions
• Keep messages under character limits
• Smart handoff to human agents when needed

Team features for SMS

Collaborate effectively with your team on SMS conversations.

Agent AssignmentRoute SMS conversations to the right team members automatically or manually.

Private NotesAdd internal notes to conversations that customers can't see. Great for handoffs.

Canned ResponsesSave and reuse common replies. Respond to FAQs in seconds.

Labels & TagsOrganize conversations with labels. Filter and find specific chats easily.

AutomationsSet up rules to auto-assign, label, or respond based on message content.

ReportsTrack response times, resolution rates, and team performance on SMS.

Connect your business phone number today

Start managing SMS conversations in your unified inbox. Reach customers on any phone, anywhere.