Sending from your own email and phone number
Set up your verified domain or SMTP for email, and your own Twilio account for SMS — your accounts, your rates, your sender reputation.
Email — three tiers
Out of the box, workflow emails send from the shared platform sender — fine for testing, not for your brand. In Settings → Email identity you can upgrade: Verified domain (add a few DNS records, send as you@yourdomain) or your own SMTP (Google Workspace, Zoho, anything). Verified-domain sending also unlocks the feedback loop: opens, clicks, and bounces come back as workflow triggers, and replies to your emails land in your Inbox as chat threads (the email.received trigger).
Hard bounces go on a suppression list automatically — the engine refuses to email those addresses again, protecting your sender reputation.
SMS — bring your own Twilio
Connect your Twilio Account SID + auth token in Settings → SMS and pick a number. You pay Twilio’s carrier rates directly — no platform markup. Inbound texts appear in your Inbox and fire the sms.received trigger; STOP replies opt the contact out automatically; failed deliveries fire sms.delivery_failed so a workflow can fall back to email. US sending requires A2P 10DLC approval inside your Twilio console first.
Chat & social
Inbound WhatsApp, Messenger, and Instagram messages (once those channels are connected in Settings → Integrations) fire their own triggers, and the Send chat / social reply step answers into the same thread.