About Twilio
Twilio gives ecommerce brands full control over their messaging infrastructure, and the Bookbag + Twilio integration puts AI customer support on top of that infrastructure without replacing it. By connecting Bookbag to your Twilio account, you can route inbound SMS and WhatsApp messages on your own Twilio numbers through the Bookbag AI engine. The AI handles order lookups, returns, FAQs, and escalations — all from phone numbers you own and control. This is especially valuable for brands that have already invested in Twilio infrastructure or want to run support across multiple custom numbers for different storefronts or markets.
How it works together
Connect Twilio and Bookbag gets the context and reach it needs to resolve more tickets automatically.
- Point your Twilio webhook at BookbagIn your Twilio console, update the messaging webhook URL for your phone number or messaging service to point at your Bookbag endpoint. Inbound messages are then delivered to Bookbag for processing.
- Bookbag processes and replies via TwilioBookbag receives the inbound message, generates an AI response using your store's knowledge base and live Shopify order data, and sends the reply back through Twilio's API using your number as the sender.
- Route escalations to your helpdesk or on-call numberWhen the AI cannot resolve an issue, Bookbag can forward the conversation thread to your helpdesk integration or send an internal alert, while keeping the customer informed via Twilio that a human will follow up.
- Support multiple numbers for multiple storefrontsIf you operate several Shopify stores under different brands, each Twilio number can be connected to its own Bookbag knowledge base, so customers always get answers specific to the store they purchased from.
Benefits
Own your support channel infrastructure
Unlike platform-native messaging, Twilio numbers belong to you. Bookbag works within your existing Twilio setup rather than requiring you to adopt a new channel or give up control of your numbers.
Support any market or language via local numbers
Twilio provides local numbers in dozens of countries. Bookbag can serve international customers on local numbers in their native language, making global SMS support practical and affordable.
Extend to WhatsApp without a separate integration
Twilio's WhatsApp Business API is accessible through the same Bookbag connection, meaning you can handle both SMS and WhatsApp support through a single Twilio account configuration.
Frequently Asked Questions
Related integrations
Connect Twilio to Bookbag
Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.