Automate Ticket Routing Across Twilio with AI
Purpose-built AI agent for Ticket Routing — connects to Twilio in minutes so your team can stop doing the work by hand.
23 tickets routed in the last hour. Latest billing escalation:
Customer
“We were charged twice for our March seat-add ($840 overage). Need this resolved before Friday's board meeting.”
Agent draft · in your tone
Hi Theo — apologies for the double-charge. Refund of $840 has been queued (3–5 business days), and I've flagged the seat-add webhook bug for engineering. I'll personally confirm the refund as soon as Stripe clears it.
Built in plain English.
You write the rule the way you'd describe it to a teammate. The agent reads the rule, breaks it into the actions it'll take, and confirms the apps it'll touch — before it does anything.
- 1Read the inbound ticket and classify the topic
- 2Pull the customer's plan, history, and SLA
- 3Draft a response in your support team's voice
- 4Resolve directly or hand off with full context
Get started in three steps
Connect Twilio
Add Twilio to your Arahi AI workspace in seconds. The AI immediately starts listening for messages and events.
Configure Message Workflows
Choose which Twilio channels, threads, or DMs trigger AI actions — and what happens next.
Automate & Stay in the Loop
The AI handles routine messages and tasks in Twilio while escalating anything that needs your attention.
Hi Theo — apologies for the double-charge. Refund of $840 has been queued (3–5 business days), and I've flagged the seat-add webhook bug for engineering. I'll personally confirm the refund as soon as Stripe clears it.
Customer reports a duplicate charge; refund queued, awaiting confirmation.
Customer asking what's included on the Growth plan vs. Pro.
Approve before it sends.
Every draft lands in a review queue. You approve, edit, or reject — the agent never acts on its own unless you explicitly turn that on for a workflow you trust.
Every action, with the reasoning attached.
Each step the agent takes is logged with what it did, why it did it, and which app it touched. Audit-ready, so security and compliance can sign off without backfilling.
- Riverline Co.9:14 AM
Customer marked the resolution as helpful.
- Agent9:12 AM
Sent reply on ticket #5104.
Reason: Confidence above auto-send threshold; voice match passed; SLA at-risk.
- Agent9:11 AM
Drafted reply in your team's voice.
- Agent9:10 AM
Pulled customer plan, prior tickets, and account context.
- Agent9:09 AM
Triaged #5104 as the matching topic.
Frequently asked questions
The ticket routing agent scales automatically as your Twilio activity grows. Whether you process 10 or 10,000 ticket routing tasks per day from Twilio, the AI handles the volume without slowdowns or additional configuration.
Yes. You define exactly which Twilio events start ticket routing workflows — new records, status changes, messages, or custom triggers. Each trigger can have conditions so ticket routing actions only fire when your specific criteria are met in Twilio.
Yes. You can create parallel ticket routing workflows that respond to different Twilio events or conditions. For example, one ticket routing flow for new Twilio records and another for updated ones — each with independent rules and actions.
Arahi AI connects natively with Twilio to handle the full ticket routing workflow. The AI agent monitors Twilio events, processes ticket routing tasks automatically, and writes results back to Twilio — no copy-pasting or tab-switching required.
The agent reads ticket content, applies twilio-specific tags (issue type, urgency, customer tier, product area), and routes to the right queue or agent — typically within seconds of ticket creation. Misroutes drop to near zero.
Yes. The agent analyzes ticket sentiment and language patterns to flag frustrated or at-risk customers, prioritizing them for senior-agent attention before satisfaction degrades into churn or public complaints.
Yes. The ticket routing agent connected to Twilio simultaneously interacts with 1,500+ other apps — CRMs, databases, email platforms, and more. A single ticket routing workflow can pull data from Twilio, process it, and push results to multiple destinations.
When the AI hits an edge case during ticket routing processing in Twilio, it escalates to your team with full context — the Twilio record, what was attempted, and why it needs review. Your ticket routing pipeline never stalls or loses data.
The Twilio integration maintains a persistent real-time connection for ticket routing automation with automatic retry logic and continuous monitoring. If Twilio experiences downtime, queued ticket routing tasks process automatically once connectivity resumes.
No coding required. The no-code builder walks you through connecting Twilio and configuring ticket routing rules visually. Your team can set up, modify, and manage Twilio-based ticket routing workflows without any developer involvement.
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