Voice, SMS and social in the same queue as everything else
Customers do not pick your preferred channel. They call, text, message you on Instagram, reply to a tweet or email a colleague. Threadbox brings all of it into Threads with the same response targets, rules and reports, so nothing lives in a separate phone system or social inbox.
Voice runs on your Twilio account: buy or port a number, build an IVR menu, route calls to teams, take voicemail with transcription and answer from the browser softphone. Every call becomes a thread with the recording and notes attached.
Last updated
IVR menus
Press 1 for sales, 2 for support, with routing to teams and business-hours fallbacks.
Browser softphone
Answer and place calls from the thread, with click-to-call on any contact.
Voicemail
Recorded, transcribed and turned into a thread when nobody is available.
SMS and WhatsApp
Two-way messaging threaded with the customer's full history.
Facebook, Instagram and X
Direct messages and mentions become threads you can route and measure.
Slack and Teams
Answer customers in chat apps and post alerts where your team works.
How it works
- 1
Connect Twilio
Add your Twilio credentials and choose or port a number.
- 2
Build the menu
Set greetings, IVR options, business hours and voicemail.
- 3
Connect social
Authorise Facebook, Instagram and X pages in a few clicks.
- 4
Route and report
Rules and routing apply to calls and messages exactly as they do to email.
Phone that behaves like the rest of your desk
A call is a thread. It gets a reference, a response target, a team and an assignee. The recording, duration and any voicemail transcript are attached, and the agent can add notes or follow up by email or SMS from the same screen.
Carrier charges are billed by Twilio at cost. Threadbox does not mark up minutes.
Social without a separate inbox
Facebook Messenger, Instagram direct messages and X direct messages arrive as threads with the customer's handle linked to their contact. Replies go back on the same network. Rules can prioritise mentions from verified or high-value accounts.
Your AI agent on every channel
The same AI agent can answer on WhatsApp, SMS, social, Slack and Teams, with the same knowledge, actions and guardrails as your website widget, and hand over to Threads when it needs a person.
Frequently asked questions
Web, email, Slack and WhatsApp are on every plan. Phone, SMS, Facebook, Instagram, X and Microsoft Teams are included on higher plans.
Keep exploring
- ThreadsThreads turns every conversation into a trackable thread with response targets, rules, skills-based routing, saved replies, time tracking and live presence.Read more
- AI customer support on WhatsAppConnect a WhatsApp Business number and let Threadbox answer order, booking and account questions 24/7 with buttons and lists, escalating to your team when needed.Read more
- Threadbox for Microsoft TeamsChat with customers and staff in Microsoft Teams with your AI agent, and post missed response targets and escalations to a Teams channel.Read more
- FeaturesEvery Threadbox featureRead more
Put every channel in one queue
Connect a number and your social pages in minutes.
No credit card · Live in minutes · Cancel anytime