Twilio Services for Creatio

Native voice and messaging inside Creatio powered by Twilio — no external console access, no API key management, no developer involvement. Install once and start communicating.

The application enables your agents to make calls, send and receive SMS messages directly within Creatio, with no need to switch between tools. Every interaction is automatically logged against the right Contact or Account record, giving your team a complete, always-up-to-date communication history in one platform.

Key Benefits

Native Integration

No external Twilio account setup required. The connector ships with everything needed to activate voice and messaging capabilities inside Creatio. No developer involvement, no external console access, no API key management needed. You're one installation away from live communication.

Outbound Voice Calls

Make calls without leaving Creatio. Outbound calls are logged the moment they're initiated.

Manage your caller phone numbers directly in Creatio. Assign the right number to each campaign or workflow without touching the Twilio console — so marketers control which number customers see, and administrators keep the full number inventory in one place.

Access the complete history of all previous calls with a contact during every new interaction. Agents see call dates, durations, outcomes, and notes — all in one place — so every conversation continues where the last one left off.

Two-way SMS conversations

Receive customer SMS replies directly in the Creatio agent workspace and continue the conversation without switching tools. Incoming messages flow into the same omnichannel interface as other communication channels, keeping the full thread in one place.

When a customer sends the first SMS, Creatio automatically creates an omnichannel conversation and routes it for agent processing — no manual setup needed to start a new thread.

MMS support allows customers to send photos, documents, and visual media as part of the conversation. Particularly valuable in industries where customers need to share images as part of a service or claims request.

Use Cases

• Inbound service desk: Handle customer calls without leaving Creatio. When a known number calls in, the contact record and full interaction history surface instantly — so agents resolve issues faster and never ask a customer to repeat themselves.

• Outbound sales calling: Launch calls directly from any contact or account record. Every call is logged automatically the moment it starts — so reps spend time selling, not updating activity records after each conversation.

• Two-way customer support over SMS: Let customers open a support conversation by sending an SMS. Creatio creates the omnichannel thread automatically and routes it to an available agent — who replies, tracks history, and closes the case without leaving the agent workspace.

• Visual proof and document collection via MMS: Allow customers to submit photos, documents, or visual evidence as part of a service or claims request. Incoming media arrives in the same conversation thread as the text exchange — no separate upload portal needed.