Twilio Studio Destination

Updated

About this integration

Twilio Studio is a low-code workflow builder, helping you take advantage of all of Twilio’s messaging capabilities in complete campaigns. As a destination, you can send data for use in your workflows, triggering messages, and so on.

Mode How we forward source data to the destination: through Customer.io's servers or directly from our JavaScript client.Web sources Indicates whether or not this integration supports our the JavaScript client.API sources Indicates whether or not this integration supports our server libraries (Go, NodeJS, Python), API, Mobile SDK, and other data sources.Supported calls The API methods this integration supports.Integration name The name of this integration if you want to enable or disable it in the integrations object.
StandardN/ATwilio Studio

 This destination triggers Studio Flows, which are multi-step communication workflows you build in Twilio Studio. If you just need to send a single SMS, use the Twilio destination instead.

Use cases

  • Trigger multi-step onboarding flows when a new user signs up. Your Studio Flow could send a welcome SMS, wait for a response, then route the conversation based on what the user says.
  • Start interactive support workflows when a customer submits a help request. Studio can send an initial message, collect information, and route the customer to the right team.
  • Run automated phone surveys after a purchase or support interaction by triggering a Studio Flow that places an outbound call with an IVR menu.
  • Initiate appointment reminders with confirmation handling. Your Studio Flow can send a reminder SMS, listen for “confirm” or “reschedule” replies, and take action accordingly.

Getting started

  1. Go to Data & Integrations > Integrations and select the Twilio Studio entry in the Directory tab.

  2. (Optional) Select the data sources that you want to connect to your outbound integration. You can always connect data sources later. We’ll only show you data sources that work with your integration.

  3. Configure your integration.

    1. Account Sid: Your Twilio Account SID, starting with AC. You can find this in the Account Info section of your dashboard in the Twilio Console.

    2. Auth Token: Your Twilio Auth Token. You can find this in the Account Info section of your dashboard in the Twilio Console.

    3. Space Id: Your Segment Space ID.

    4. Profile Api Access Token: Your Segment Profile API Access Token.

  4. Click Enable Destination.

Actions

When you’re done setting things up, you can go to the Actions tab to see how we map incoming data to your integration.

You may need to add actions for this integration

While we often have default triggers for actions, we don't always add those actions as defaults. You may need to add actions to make sure that you're sending all the data that you want to send to your integration. See our actions page for help setting up actions.

ActionDefault TriggerDescription
Trigger Studio FlowTrigger a Flow in Twilio Studio to initiate an outbound call or message. The Flow will execute via the REST API trigger.

Trigger studio flow

The Trigger Studio Flow action starts a Twilio Studio Flow execution when an event matches your trigger conditions. Configure the following fields:

  • Flow SID (required): The identifier for the Studio Flow you want to trigger. These identifiers start with FW—find them in your Twilio Studio dashboard.
  • From Phone Number (required): The Twilio phone number that initiates calls or messages during the flow execution. Use E.164 format—for example, +15551234567.
  • Cooling-off Period: The time (in seconds) during which the flow can only be triggered once per Flow SID and user combination. Defaults to 60 seconds. This prevents duplicate triggers from rapid successive events.

Example: post-purchase follow-up

Suppose you have a Studio Flow that sends a follow-up SMS after a purchase, asks the customer to rate their experience, and routes negative responses to your support team. You’d configure the action like this:

FieldValue
Triggertrack calls where event = Order Completed
Flow SIDFWxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
From Phone Number+15551234567
Cooling-off Period300 (5 minutes—prevents duplicate triggers if multiple order events fire)

Things to know

  • You need a Studio Flow first. This destination triggers existing flows—it doesn’t create them. Build your flow in Twilio Studio before setting up the action.
  • The cooling-off period prevents duplicates. If the same user triggers the same flow multiple times within the cooling-off window, only the first trigger runs. Increase this value if you see duplicate flow executions.
  • User identity passes automatically. The userId and anonymousId from your incoming event go to the Studio Flow, so you can reference them in your flow logic.
  • Standard Twilio usage charges apply. Each flow execution and the messages or calls it generates follow your Twilio plan’s billing.
Copied to clipboard!
  Contents