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Voice & channels

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.

  • UK/EU hosted
  • UK GDPR ready
  • Encrypted at rest and in transit
  • Companies House 00838986

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. 1

    Connect Twilio

    Add your Twilio credentials and choose or port a number.

  2. 2

    Build the menu

    Set greetings, IVR options, business hours and voicemail.

  3. 3

    Connect social

    Authorise Facebook, Instagram and X pages in a few clicks.

  4. 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.

Try it on your own website

Paste your URL. We crawl it and hand you a working agent in minutes. Free plan, no card.

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.

FAQ

Frequently asked questions

The website widget is on every plan and email starts on Starter. WhatsApp, SMS, Facebook, Instagram and X unlock on Growth. Slack, Microsoft Teams and voice are on Business.

Keep exploring

Put every channel in one queue

Connect a number and your social pages in minutes.

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  • UK/EU hosted
  • UK GDPR ready
  • Encrypted at rest and in transit
  • Companies House 00838986