Reply to every Twilio SMS text inside Intercom

Usually both, because they do different jobs. Twilio gives you the phone number and delivers the text messages. Intercom is where your team reads and answers conversations. Octopods connects the two: texts sent to your Twilio number arrive in the Intercom inbox, and replies from Intercom go back to the customer from the same Twilio number. Twilio bills its number and messaging charges, and Octopods bills per connected channel.

No. Octopods gives you a guided, no-code setup. You enter your Twilio Account SID and Auth Token, pick your number, and Octopods configures the messaging service and webhooks in Twilio for you.

Yes. You can connect SMS-capable Twilio long-code (local or mobile) and toll-free numbers, or an alphanumeric sender ID. Short codes aren't supported. In the US, texting from a local number needs A2P 10DLC brand and campaign registration, which you can create and register from the Octopods dashboard. Octopods uses the number you already own, so customers keep seeing the same sender.

No. Octopods processes messages and forwards them to Intercom, and doesn’t keep message content, including media and personal data. Your conversation history lives in Intercom, just like any other chat channel.

Yes. Once SMS messages appear in Intercom, they behave like any other channel. You can trigger workflows, routing rules, SLAs, and automations based on customer replies.

Usually within seconds. Texts are forwarded through Twilio, Octopods and Intercom in near real time. Retries, provider rate limits or a newly created conversation can occasionally delay a message by a few minutes.