Two-Way SMS
Turn your Twilio number into a real conversation channel. Customer replies land in the MonoChat inbox, where AI, keyword workflows and your agents answer them with the full customer history in view.
Or start with $150 of credit, enough for a first month of Growth
Nova Home: your sofa delivery is booked for Friday, 09:00–13:00. Reply 1 to confirm or 2 to change the date.
10:15
2, I won’t be home on Friday. Is Saturday possible?
10:21
Saturday has a slot between 10:00 and 14:00. Shall I book it for you?
10:21
Yes please.
10:22
Delivery rescheduled
Saturday · 10:00–14:00
Driver update by SMS
Done. We will text you when the driver is on the way.
10:22
What is two-way SMS
Two-way SMS means customers can reply to the number that texted them and get a response. With Twilio connected to MonoChat, those replies sit next to your WhatsApp, Instagram and web chat conversations instead of in a separate tool.
Team inbox
All channels
Sara A. · WhatsApp Is the linen shirt available in medium? 
Deniz K. · Instagram Can I book for Friday at 6pm? 
Omar H. · Messenger Please reserve the black pair. Features
Twilio delivers the text. MonoChat adds ownership, automation, AI and safe sending around it.
Every inbound SMS lands in the team inbox next to your other channels, so nobody has to answer from a phone.
Give every SMS conversation an owner and the context the next person needs.
AI reads each reply, detects the intent and answers it or sends it to the right team.
Branch journeys on replies such as YES, 1 or R, and on timing or customer data.
When SMS is not the best channel for a conversation, continue on WhatsApp, email or with an agent.
STOP keywords, rate limits and access controls help your team text customers responsibly.
Example conversations
Three everyday journeys where a reply turns a notification into a resolved conversation.
A reminder asks for a reply, and the workflow confirms the visit without an agent.
Nova Clinic: reminder of your check-up tomorrow at 09:30. Reply YES to confirm or R to reschedule.
17:00
YES
17:12
Thank you, you are confirmed for tomorrow at 09:30. Please arrive 10 minutes early.
17:12
AI recognises a complaint and passes it to an agent with the order details attached.
Hi, order 4821 arrived with a broken handle.
11:03
Sorry to hear that. I’m passing this to our support team with your order details.
11:03
Hi, this is Emma from support. A replacement ships today, no need to send the broken one back.
11:06
Great, thank you!
11:07
A quick follow-up text turns a web enquiry into a booked viewing.
Nova Realty: thanks for your enquiry about the 2-bedroom flat on Park Street. Would you like to view it this week?
15:40
Yes, Thursday evening if possible.
15:52
Thursday at 18:30 is free. Daniel, our agent, will meet you there and text you on the day.
15:52
Four steps from your Twilio number to a working SMS inbox.
Add your Twilio account credentials and an SMS-capable Twilio number in MonoChat.
Decide which replies AI answers, which go to a team, and who owns each conversation.
Create keyword and reply branches for confirmations, reschedules, opt-outs and lead questions.
Track delivery, replies, conversions and agent activity in MonoChat analytics.
The same SMS building blocks, set up for the way your sector talks to customers.
Related Twilio pages and guides to plan your SMS channel.
FAQ
How replies reach your team, what AI can do with them and what to know about costs and opt-outs.
Two-way SMS lets customers reply to a business text message and get an answer back, which turns one-way notifications into conversations. In MonoChat, replies to your Twilio number arrive in the shared team inbox, where AI, workflows or agents respond.
Yes. Inbound SMS to your connected Twilio number appear in the MonoChat team inbox. Conversations can be assigned to agents or teams, tagged and annotated, and agents reply from the same number with the customer’s history across channels in view.
Yes. AI can detect the intent of each inbound SMS, answer common questions, qualify leads and route everything else. When confidence is low or the customer asks for a person, the conversation is handed over to an agent.
MonoChat supports opt-out and STOP keyword handling, so customers who text STOP are not messaged again. Collect consent before you text customers and follow the opt-in and opt-out rules of every country you send to.
Twilio bills SMS to your own Twilio account at its per-segment prices, which vary by country. One segment holds up to 160 standard (GSM-7) characters, or 70 when the text contains emoji or other Unicode characters, so longer messages use more segments. Your MonoChat plan is billed separately.
Use an SMS-capable number from your Twilio account. Business texting rules differ by country: in the US, for example, messages from local 10-digit numbers require A2P 10DLC registration through Twilio. Check the requirements for each country before you go live.
First month of Growth on us
Connect your Twilio number, route every reply to AI or the right agent, and keep SMS in the same inbox as your other channels.
One code per business • 30 days to redeem • No card needed
Start with $150 of MonoChat credit.
$150 to get started.
One code per business, 30 days to redeem, no card needed.