Twilio

Twilio is the programmable SMS, voice, and messaging infrastructure much of the industry runs customer communication on, including, in many deployments, the rails ProPay’s own homeowner triage runs on. ProPay’s own communication layer, SMS, voice, chat, and web form intake, runs alongside Twilio rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.

Where ProPay and Twilio overlap

If your organization already sends homeowner communications through a Twilio number, ProPay can route its own SMS triage through that same number rather than introducing a second one.

ProPay’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach Twilio. That’s the volume Twilio doesn’t have to handle.

The homeowner sees one consistent sender across every text about their claim, whether it’s ProPay’s triage conversation or a manual message your team sends.

How the Twilio connection works

ProPay connects to Twilio’s Messaging and Voice APIs directly, using your existing Twilio account and number where one exists.

A Forward Deployed Engineer sets up the specific handoff points between ProPay and Twilio during deployment, which claim events should write into Twilio, and on what trigger.

What stays in Twilio

Twilio continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.

Data handling and security

Claim status written into Twilio comes from a company-specific ProPay instance, one client’s claim and customer data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every automated communication ProPay sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding Twilio is auditable back to why it was sent.

Deploying the integration

A dedicated Forward Deployed Engineer configures the specific events that sync between ProPay and Twilio, matching how your team already uses Twilio for support.

Frequently asked questions about ProPay and Twilio

Does ProPay replace Twilio?

No. Twilio continues to handle the support workflows it already runs; ProPay’s own SMS, voice, and chat triage handles the claim itself and shares status with Twilio where the two overlap.

How does ProPay connect to Twilio?

ProPay connects to Twilio’s Messaging and Voice APIs directly, using your existing Twilio account and number where one exists.

Does ProPay reduce the volume reaching Twilio?

Where Twilio handles inbound customer contact, yes, ProPay’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Twilio.