Charlie Blomkvist
Yes, monday.com can be connected to Twilio. The integration sends an SMS when something happens in monday.com: the customer gets a confirmation when the visit is booked, the technician gets the address when the work order is assigned, the owner gets a reminder when a deadline has passed without the task being done. monday.com has its own Twilio integration in the Integrations Center that sends SMS and places calls from your boards. If the integration should also receive replies, for example the customer canceling or the technician reporting the job done, that part is built in Make. This article covers what the integration does, how it is built and what to consider before you get started.
- A visit is booked in monday.com
- SMS to the customer with time and place
- Reminder the day before
- Router · Does the customer reply CANCEL?YesStatus canceled and task for the schedulerNoThe visit stays booked
The customer gets the message on their phone instead of in an email that gets lost. The integration reads the reply and changes the status on the board.
- A work order is assigned to a technician
- SMS with address, contact and time
- The technician replies DONE when the work is finished
- Status in monday.com changes
Technicians who are not at a computer get the order and report back from their phone, without opening monday.com.
- The deadline passes without the status being Done
- SMS to the owner
- Router · Still open the next day?YesSMS to the managerNoNothing more happens
Email notifications get buried. An SMS when something is overdue gets through, and escalation only happens when needed.
- An order is marked shipped
- SMS to the customer with a delivery notice
- The customer's reply becomes a ticket on the service board
The customer can reply to the SMS with a question, and the question lands as a ticket with the right person instead of getting lost.
The flows above are only examples. Every integration is built around your process: which events should trigger an SMS, what it should say and what happens when the recipient replies.
Short answer
monday.com has its own Twilio integration in the Integrations Center. With it, you can send SMS to team members or to numbers in a phone column when an item is created, a status changes or a date approaches, with text that pulls details from the item. The integration can also place a call with a recorded message. What is missing is incoming messages: reading the customer's reply and doing something with it. That is built in Make, which has modules for both monday.com and Twilio, in both directions. monday.com handles simple outgoing messages on its own. Replies, conditions and multiple steps we build in Make.
What the integration can do
Here are four common examples. Your integration can do more, less or something entirely different.
Confirmations, reminders and delivery notices are sent when something happens on the board, with details from the item in the text. The customer needs no account and nothing to log in to.
Technicians, installers and drivers get the work order on their phone when it is assigned, and can report back with a reply that changes the status in monday.com.
When a deadline passes without something being done, an SMS goes to the owner, and to the manager if it is still open the day after. Email nobody reads is replaced by a message that gets through.
The customer's reply to an SMS is read by the integration and becomes a ticket, a status change or a task, depending on what it says.
Why connect monday.com and Twilio?
- Messages that get through. SMS gets read, email gets buried. What is important and time-critical reaches the right person.
- Field staff without a computer. People working on site get what they need on their phone and report back without learning monday.com.
- Fewer missed visits. Reminders the day before and easy cancellation reduce no-shows and empty slots.
- Everything is visible on the board. What was sent and what the customer replied is on the item, so whoever takes over sees the full history.
How the integration is built
There are three options, and the right one depends on how advanced the flow is.
| Option | Best when | Keep in mind |
|---|---|---|
| monday.com's Twilio integration | Outgoing SMS and calls when something happens on the board: confirmation, reminder, notice to the team | Quick to get started, but outgoing only, and the recipes are fixed: no handling of replies and no conditions beyond what the recipe offers |
| Make | Flows in both directions: replies that change status or become tickets, conditions, multiple steps and text built from details on several boards | Flexible, but requires a well-designed flow: how replies are interpreted, how numbers are matched to the right item and what happens when the customer replies something unexpected |
| Custom code against Twilio's API | Large volumes, custom voice flows or channels beyond SMS | Most flexible, but requires someone to own and maintain the code |
For most companies, monday.com's own integration is enough for outgoing messages, with Make for the replies. But the tool is just the tool. What determines whether the integration holds up is how it is built: how phone numbers are stored so they work internationally, how an incoming reply is matched to the right item when the same customer has several bookings, how free-text replies are handled, and what happens when an SMS could not be delivered. An integration that sends confirmations in a test but silently misses reminders in production costs more than it saves. That is why we build with logging and alerts from the start, and manage the integration as your way of working changes. The integration requires a Twilio account with a number that can send SMS, and integrations in monday.com require a plan that includes integrations.
What to decide before you build
An integration is never better than the process it automates. These questions determine whether it works in practice:
- What should trigger an SMS? Not everything. Decide which events are important enough for a phone, so the recipient does not start ignoring the messages.
- What should it say? Short texts with what is needed: time, place, contact. Decide which details from the item are pulled in and how the sender is identified.
- How are numbers stored? Numbers in international format in a phone column. Numbers in free text or in mixed formats cannot be sent to.
- What can the recipient reply? Decide which replies the integration should recognize, like CANCEL or DONE, and what happens with everything else, for example that it becomes a ticket.
- What happens when something goes wrong? A good flow logs every message sent and flags when an SMS could not be delivered, instead of silently leaving the customer without word.
Twilio and monday.com share the work
monday.com owns the process: who should be notified, when and about what. Twilio owns the delivery: numbers, SMS and calls. The integration translates one into the other. That makes SMS a tool within flows that already exist, rather than a separate channel. Bookings, work orders and tickets are handled in monday work management and monday service, and SMS is one of the steps. When customer replies need interpreting, for example free text that is not a clear CANCEL or DONE, an AI step can determine what the customer means, which we describe in monday.com and ChatGPT. What comes in through the website is handled in a similar way with Gravity Forms, and internal notifications often go through Slack instead of SMS. All the integrations we build are listed under all integrations.
Straviont builds the integration
We are an official monday.com partner and certified CRM specialists with monday.com, and we set up the Twilio integration in monday.com and build the reply flows in Make. We start with the process: which events should trigger an SMS, what it should say and what the recipient can reply. Only then is the flow built, with logging and error handling, and we manage it as your way of working changes.
Frequently asked questions
Can monday.com be connected to Twilio?
Yes. monday.com has its own Twilio integration in the Integrations Center that sends SMS and places calls when something happens on a board. Flows that should also receive replies are built in Make or through custom code against Twilio's API.
Can monday.com send SMS to customers automatically?
Yes. When an item is created, a status changes or a date approaches, an SMS can be sent to the number in the item's phone column, with text that pulls details from the item.
Can the customer reply to the SMS?
Yes, with Make. The integration reads the reply and can change the status on the item, create a ticket or add a task, depending on what the customer wrote. monday.com's own integration only handles outgoing messages.
Can technicians report a job done via SMS?
Yes. The technician replies with an agreed word, for example DONE, and the integration changes the status of the work order in monday.com. Anything else can be added as an update on the item.
Does it work with Swedish numbers?
Yes. Twilio sends to Swedish recipients, and the numbers need to be stored in international format in a phone column. We go through which sender number or sender name suits you during setup.
What do we need to connect the systems?
A monday.com account on a plan that includes integrations, a Twilio account with a number that can send SMS, and a Make account if the integration should handle replies.
Next steps
Start by listing the messages that are sent by hand today, or by email nobody reads: confirmations, reminders, work orders. Decide what they should say and what the recipient can reply. From there, building it goes quickly. If you want help, you can book a free mapping session and we will go through it together.