Your Twilio account. Threaded onto every client.
Connect the Twilio account your practice already runs on and place outbound calls, SMS and WhatsApp Business messages straight from a client card. Every conversation is recorded on the case timeline with the agent, the timestamp and the outcome. Billing stays with Twilio, so you keep your existing commercial rate and never pay a markup.
Confirmed 189 checklist. Skills assessment already lodged with VETASSESS.
Follow-up template sent. 24-hour session opened for free-form replies.
Sent via your TwilioBeta integration
Live and hardening. Every capability on this page ships today and we are actively improving edge cases based on early customer feedback. Errors are welcome. Email support@immiiq.com and we will turn it around fast.
What the Twilio integration actually does.
Every capability listed below is live in production today. Nothing here is a roadmap promise or a marketing stub.
Outbound voice calls
Click-to-call from a client card. The call places through your Twilio number. Duration, recording link (if enabled on the Twilio side) and outcome land on the case timeline.
SMS on every case
Send SMS from inside the case using your Twilio programmable messaging number. Inbound replies webhook back to ImmiIQ and thread onto the same client card.
WhatsApp Business
Send WhatsApp template messages and free-form replies inside the 24-hour customer service window. Session state is tracked per client so template selection is offered when the window closes.
Case-timeline threading
Voice, SMS and WhatsApp all thread onto the same client timeline as email so the full history is one scroll. Agents, timestamps and outcomes are captured for compliance.
How it works.
Three stages. Connect, configure and then everything else runs itself. Voice, SMS and WhatsApp all use the same connection.
Connect
Paste your Twilio Account SID and Auth Token (or a subaccount) into the Twilio tile under Settings then Integrations. We verify the credentials against Twilio's API before saving and then seal them with your organisation's key.
Configure
Pick which of your Twilio numbers to use for voice, SMS and WhatsApp Business. Set the default caller ID per user. Point Twilio's inbound webhook at ImmiIQ so replies thread onto the right client.
Automate
Click-to-call from a case places the call through your Twilio number. SMS and WhatsApp send from the composer inside the client card. Inbound webhooks thread replies onto the same case with agent, timestamp and outcome.
In the app
One connection. Three channels. Every client card.
The Twilio tile sits in the Integrations marketplace inside the app. Once connected, the call, SMS and WhatsApp composers appear directly on the client card.
Security posture
Your Twilio account. Your Auth Token. Our sealed vault.
Twilio credentials are sealed with AES-256-GCM using a per-organisation key derived from AUTH_SECRET via HKDF. Plaintext Account SIDs and Auth Tokens never touch the database or logs. Inbound webhooks from Twilio are validated by the request signature header so nothing else can spoof a call or message onto a case. Tenant isolation is enforced at the row level: Twilio credentials for one organisation cannot be queried, indexed or read from another organisation under any code path. Every connect, disconnect, outbound call and outbound message is written to the tenant audit log with the actor, timestamp and result. Revoking the connection deletes the sealed row immediately and stops all outbound routing through that account within seconds. Call recordings live inside Twilio; ImmiIQ links to them so the audio itself is never copied off Twilio infrastructure.
Frequently asked.
Whose Twilio account gets billed for calls and messages?
Yours. This is a bring-your-own-Twilio integration. You provide the Twilio Account SID and Auth Token (or a subaccount) and every call, SMS and WhatsApp Business message is placed through your account, so Twilio invoices you directly at your own commercial rate. ImmiIQ never sits in the payment path.
Does the integration support WhatsApp Business?
Yes. Once your Twilio number is approved for WhatsApp Business messaging, ImmiIQ can send template messages and free-form replies inside the 24-hour customer service window. The 24-hour session state is tracked per client so template selection is offered when the window has expired.
Does ImmiIQ store call recordings?
Recordings stay on Twilio under your account. When Twilio's status callback confirms a recording exists, ImmiIQ links the recording URL onto the client timeline so an agent can play it back inline. The audio itself is not copied into our storage. Deleting the recording in Twilio removes the playback link on the next verification.
Is this generally available or still in beta?
The Twilio integration is currently in beta. It is live in production and being hardened based on early customer feedback. Errors are welcome. Email support@immiiq.com if you see anything unexpected and we will turn it around fast.
How are Twilio credentials stored and what happens on disconnect?
The Account SID and Auth Token are sealed with AES-256-GCM using a per-organisation key derived from AUTH_SECRET via HKDF. Plaintext credentials never touch the database or logs. Disconnecting the integration deletes the sealed row immediately and stops all outbound routing through that Twilio account. Every connect and disconnect is written to the tenant audit log.
Related integrations.
Bring your Twilio account across in one minute.
Start a trial and paste your Account SID and Auth Token. The voice, SMS and WhatsApp composers light up on every client card immediately.