There is no official Twilio Intercom integration. Intercom's own team said so in its community, and pointed to Intercom's built-in SMS or to Zapier. So you have three options. Move your Twilio number into Intercom's own SMS and phone, which Intercom supports. Keep the number in Twilio and use a connector app, such as Octopods, that brings texts into the Intercom inbox. Or build Zapier zaps. Where they stop: moving a number takes weeks and texting pauses at the switch, texts sent in quiet hours are dropped, and a text from a phone number may not match anyone in Intercom. Agents answer and route those texts.
What a Twilio Intercom integration has to do
Many software companies answer customers in Intercom and send texts through Twilio, from a number set up for alerts, reminders or sales. Customers reply to those texts. With no link, the reply sits in Twilio, where your support team never looks.
So a good connection does three things. Each text reply lands in Intercom as a conversation, on the right customer. Your team can answer it from the same inbox. And the number your customers know keeps working the whole time.
Three ways to connect Twilio and Intercom
The first one moves your number. The other two leave it in Twilio.
Move your number into Intercom's own SMS
- How it works
- Intercom has its own SMS and phone, and its phone guide says Twilio powers Intercom Phone. You set up texting under Settings, Channels, SMS, and move a number you already have under Settings, Channels, Phone. Intercom's guide names Twilio as one of the providers you can move a number from. Replies then come into the Intercom Inbox as conversations.
- Good for
- Teams that want texts in the Inbox and are ready to move the number for good.
- Where it breaks
- Intercom says a move is permanent and can take one to six weeks or more. For a US local number, your old registration doesn't come with it, so texting stops at the switch until your new one is approved. Anything else built on that number in Twilio has to move too.
A connector app, such as Octopods
- How it works
- Some apps keep your number in Twilio and bring its texts into the Intercom inbox. In Intercom's community, the Octopods team says its app lets your team receive Twilio texts and answer them from Intercom.
- Good for
- Teams that need to keep the number in Twilio because other systems still use it.
- Where it breaks
- The Octopods team says its main use is texting by hand from the inbox. Starting a text to a customer, not just replying, needs a separate add-on. Check the maker's current pages before you set it up.
Zapier zaps
- How it works
- Zapier can start when Twilio gets a new text, call, recording or transcription, and send an incoming message, a lead or a tag to Intercom. It also works the other way: a tag added in Intercom can send a text through Twilio.
- Good for
- One simple rule, like a text to each new lead tagged in Intercom.
- Where it breaks
- Each direction is another zap to build and watch. A reply your team types in Intercom doesn't go back out by text unless you build that too.
Arkeo agents
- How it works
- Agents read the texts and missed calls on your Twilio numbers, find the customer in Intercom, add the text to their conversation, and text back a missed caller within minutes. They sort new conversations to the right person and nudge the owner when a customer waits too long.
- Good for
- Teams where customers text and call faster than support can answer.
- Where it breaks
- Anything your rules keep for a person, like a refund or an upset customer, goes to the owner in one message.
How to move a Twilio number into Intercom
These follow Intercom's SMS and phone guides and Twilio's porting page. Open them for the screens.
- 1Decide if the number can leave Twilio
List what uses the number in Twilio today: alerts, sign in codes, sales texts. If any of it has to stay, keep the number and use a connector app instead.
- 2Register the number for US texting first
A US toll-free number needs toll-free verification. A US local number needs 10DLC registration for your business and its texts. For a local number that already sends texts, Intercom says to get this approved before the move.
- 3Start the move in Intercom
Go to Settings, Channels, Phone, then Phone calls, and select Port existing phone number. Keep the number active in Twilio until texts and calls arrive in Intercom.
- 4Confirm the move in Twilio
Twilio emails you when the move request reaches it. You can follow it under Port Away Requests on the Port and host page.
- 5Turn on texting and test a reply
In Settings, Channels, SMS, check that 2-way SMS is on and read the automatic replies to keywords like STOP. Text the number from your phone and check the reply shows in the Inbox.
Where the Twilio Intercom integration stops
Each way gets texts in front of your team. Answering them on time, and reporting on them each week, is still on your team.
There is no built-in link. In a 2022 answer in Intercom's community, an Intercom employee wrote that Intercom has no official Twilio integration. A 2026 reply in the same thread says Intercom now has its own SMS and can take some Twilio numbers.
Moving the number takes weeks. Intercom's guide says a move can take one to six weeks or more and is permanent. Texting from a US local number stops at the switch until your new registration is approved.
Some texts never go out. Intercom's guide says texts sent during Quiet Hours are dropped, not saved for later, and that includes Fin's replies to a customer who texts at night. Quiet Hours can't be turned off for the whole workspace. Texts sent by a Series can go out up to about 30 minutes after the trigger.
One number may not do both jobs. In Intercom's ideas forum, users have asked since 2024 for one number for calls and texts. Intercom marked it released in 2025, and a reply says texting still works on only one toll-free number per country.
And a text has no email on it. Tray.ai, which builds Twilio and Intercom connections, notes that Twilio knows people by phone number while Intercom knows them by email or user ID. Unless each phone number is saved on the right customer, texts land on new, empty contacts. So each week someone matches texts to customers, texts back missed calls and chases replies nobody owns.
The agents that do it
Each agent does one job from start to finish: some in your Twilio, some in your Intercom, passing the work between them.
A missed call still gets a reply.
- Spots a missed call to your numberas it happens
- Texts back with a link to bookwithin minutes
- Logs it and tells the ownersame day
The right person sees each customer first.
- Reads new conversations and ticketsas they come
- Tags them and assigns the right personright away
- Flags urgent ones to your leadright away
No customer waits days for a reply.
- Checks open conversationsevery hour
- Finds ones waiting too longper conversation
- Nudges the owner and tells your leadright away
Questions
Is my customers' information safe?
Yes. Agents work in your own Twilio and Intercom and see only what their job needs. Customer texts never go into public AI. Agents connect to AI through business-grade connections audited under SOC 2.
Does Intercom integrate with Twilio?
Not with an official app. Intercom has its own SMS and phone, and you can move a Twilio number into it. To keep the number in Twilio, teams use a connector app or Zapier.
Can I keep my Twilio number and still answer texts in Intercom?
Yes, with a connector app that brings Twilio texts into the Intercom inbox, or with zaps. Moving the number into Intercom's own SMS takes it out of Twilio.
Can I log Twilio texts on other systems too?
Yes. The same work comes up when Twilio texts have to land in Salesforce. Agents can log each text on the customer in any system they work in.
What does it cost?
You get the price on the call, along with the hours it saves your team.
Sources
- community.intercom.com: is there anyway to connect intercom to twilio i would like to connect
- intercom.com: connect your sms channel
- intercom.com: connect your phone channel
- twilio.com: port host
- community.intercom.com: can i send and receive sms messages in intercom 1216
- community.intercom.com: same number for phone and sms 8062
- zapier.com: twilio
- tray.ai: twilio intercom integrations