Twilio Conversations
Unified multi-channel messaging with persistent history.
What It Is
Twilio Conversations provides a single API for managing conversations across multiple channels (WhatsApp, SMS, chat). It maintains message history, supports multiple participants, and handles channel-specific formatting automatically.
How We Use It
Conversations unifies SmartBox messaging:
- Channel bridging: Start on WhatsApp, continue on SMS, same thread
- Message history: Full conversation history across all channels
- Team collaboration: Multiple users in one SmartBox conversation
- Webhook integration: Connect conversations to SmartBox event streams
Architecture Role
┌─────────────┐ ┌─────────────┐ ┌─────────────┐│ WhatsApp │ │ SMS │ │ Web Chat │└──────┬──────┘ └──────┬──────┘ └──────┬──────┘ │ │ │ └───────────────────┼───────────────────┘ ▼ ┌─────────────────────┐ │ Twilio Conversations │ │ (Unified Thread) │ └──────────┬──────────┘ ▼ ┌─────────────────────┐ │ SmartBox │ │ (Claude Agent) │ └─────────────────────┘Why It Matters
Users shouldn’t have to remember which channel they used. Conversations ensures the SmartBox sees one continuous thread regardless of how the user chooses to communicate.