Connect Fluent Support and Twilio

Fluent Support keeps your tickets on your WordPress site, and Twilio adds text messages and phone calls. FlowMattic texts the on-call person when a ticket mentions an outage, tells customers by SMS that a reply is waiting, and opens tickets from texts and calls to your Twilio number. For support teams who need SMS without a separate phone desk.

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8 triggers 18 actions 7 example workflows 2 ready-made templates Unlimited runs

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When this happens in Fluent Support6 triggers

Do this in Twilio2 actions

1. TriggerTicket Created

2. ActionSend SMS

When Fluent Support fires Ticket Created, FlowMattic runs Send SMS in Twilio with the data from that event.

You build this in the FlowMattic workflow builder on your own site. See the setup steps

Fluent Support and Twilio workflows you can build

Each one uses only triggers and actions the two integrations ship today, plus FlowMattic's own tools. Where the library has a ready-made template, import it instead of building from scratch.

Ready-made template

Text the on-call engineer when a ticket mentions an outage

A Router looks for words such as down, outage or data loss in the new ticket. Those tickets send an SMS to the on-call number, and everything else waits in the queue as usual.

Ticket CreatedRouterSend SMS

View the template

Text customers when an agent replies to their ticket

Get Customer By ID fetches the customer's phone number, and a short SMS tells them a reply is waiting, which helps when your emails land in spam.

Agent Replies to a TicketGet Customer By IDSend SMS

Open a ticket from each text sent to your support number

Customers who text your Twilio number get a ticket like everyone else. Create OR Get Customer Info finds or creates their customer record, the ticket opens with the text as its content and an SMS confirms it.

Incoming SMSCreate OR Get Customer InfoCreate a New Ticket Using CustomerSend SMS

Log calls to the support line as tickets

Every call to the Twilio number opens a ticket from an agent with the caller's number, so callbacks are tracked in the same queue as email tickets.

Incoming CallCreate a New Ticket Using Agent

Phone the on-call person for urgent tickets out of hours

Date/Time Formatter reads the ticket time and a Branch checks it against your hours. Out of hours, Call Phone rings the on-call person and reads the ticket title aloud.

Ticket CreatedDate/Time FormatterBranchCall Phone

Ask for feedback by text when a ticket is closed

When an agent closes a ticket, the customer gets an SMS with a link to a short survey, and replies come back while the help is still fresh.

Agent Closes a TicketSend SMS

Tell the assigned agent when a customer replies

A Lookup Table maps the assigned agent to their mobile number, so each agent gets a text when their customer writes back.

Customer Replies to a TicketLookup TableSend SMS

Set up: outage tickets texted to on-call

When finished, a new ticket that mentions an outage sends an SMS to your on-call number through Twilio.

Connect Twilio
Under Connects, add a Twilio connection with the account and the number that will send the texts. Fluent Support runs on your site and needs no connection.
Start with Ticket Created
Create a workflow with the Fluent Support Ticket Created trigger and open a test ticket so FlowMattic captures its title and content.
Add the Router
Add a Router with a path that matches tickets whose title or content contains your outage words.
Send the SMS
On that path, add Twilio Send SMS to the on-call number with the ticket title and customer name, test it and switch the workflow on.

Import the ready-made template Expert, about 12 min to set up

From Fluent Support	To Twilio
Ticket title	SMS: subject
Customer name	SMS: customer
Ticket ID	SMS: reference
Priority	SMS: priority

Triggers and actions in this pair

A trigger starts a workflow. An action is something FlowMattic does in the app as a step.

Good to know

Fluent Support does not need a phone number for its customers. Texting customers works only for those whose profile holds one, so add a Filter that stops the run when it is empty.
Twilio needs numbers in international format with a plus sign and country code. Clean up numbers typed by customers with Text Formatter first.
Tag actions marked (Pro), such as Add Tag to Ticket, need Fluent Support Pro.

Fluent Support

Integration page

Triggers (6)

Ticket CreatedTriggers when a new ticket is created by either customer or agent
Agent Replies to a TicketTriggers when an agent adds a reply to the ticket
Customer Replies to a TicketTriggers when a customer adds a reply to the ticket
Agent Closes a TicketTriggers when an agent closes the ticket
Customer Closes a TicketTriggers when a customer closes the ticket
Ticket DeletedTriggers when a ticket is deleted

Actions (16)

Create a New Ticket Using AgentCreates a new ticket. Using this endpoint you will be able to create a new Customer as well as a WP user
Create a New Ticket Using CustomerCreates a new ticket
Reply to TicketReply to a ticket as a agent
Update Any ReplyUpdate any reply
Add Tag to Ticket (Pro)Add a tag to a ticket
Remove a Tag From Ticket (Pro)Remove a tag from a ticket
Get All TicketsGet all tickets
Get Specific TicketGet specific ticket by ticket id
Delete Ticket(s)Delete a ticket(s) by ticket id(s)
Delete ReplyDelete a reply by response id
Create OR Get Customer InfoCreates a new customer if not exist, or return the existing customer info
Update CustomerUpdate an existing customer
Get Customer By IDGet a specific customer by customer id
Get All CustomersGet all customers
Delete CustomerDelete a customer by customer id
Cleanup Ticket EmbedsClean up embedded attachment files in ticket content from your WordPress media directory

Twilio

Integration page

Triggers (2)

Incoming SMSTriggers when an SMS is received
Incoming CallTriggers when a call is received

Actions (2)

Send SMSSend SMS to a number using Twilio
Call PhoneCall a phone number to say any message

Why run this pair with FlowMattic

Fluent Support and Twilio connect through FlowMattic on your own site, with no separate automation account in the middle and no charge per run.

Tickets stay on your server

Fluent Support and FlowMattic run on your own WordPress site, so ticket details only leave it as the text you choose to send through Twilio.

Pay Twilio, not per task

Runs are unlimited, so the only cost of each alert is the message Twilio sends, however many tickets you handle.

Phone and email in one queue

Texts and calls to your Twilio number become tickets, so agents answer every channel from Fluent Support.

Common questions

Can Fluent Support send SMS notifications through Twilio?

Yes. Start a workflow with a Fluent Support trigger such as Ticket Created or Agent Replies to a Ticket, then add Twilio Send SMS with the number and message you want.

Can customers open a ticket by sending a text?

Yes. Start from Twilio Incoming SMS, find or create the customer with Create OR Get Customer Info, and run Create a New Ticket Using Customer with the text as the ticket content.

Can a customer's SMS reply be added to their existing ticket?

Only if the workflow can tell which ticket it belongs to. Ask customers to include the ticket number, read it with Text Formatter, then add it with Reply to Ticket.

Can only urgent tickets trigger a text?

Yes. Put a Router or Filter after Ticket Created that checks priority, product or words in the content, so routine tickets stay in the queue without an alert.

Did not find your answer? You can browse the help center or ask us directly.

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Reviewed 27 Oct 2026. The example workflows are written with AI from the real triggers and actions of both integrations and checked against them. Fluent Support integration 2.1.0, Twilio integration 1.0.