Objective
This article shows you how to turn on an alternate delivery channel so your end users can approve an AI agent's request from their phone by SMS, instead of only through the hosted consent screen.
Product
Identity for AI Agents
Environment
Twilio Console
Procedure
- In the Twilio Console, select Identity & security in the left sidebar.
- Select Identity for AI Agents, then Configure.
- Select the Notification Channels tab.
- In the Notification channel configuration section, select Configure.
- In the Configure notification channel panel, under Verify service, fill in:
- Verify Service SID, the Twilio Verify service that will deliver the SMS approval requests. This field is required.
- Message template SID, the Verify message template used for approval notifications.
- RCS template SID, the Verify RCS message template used for approval notifications.
- Select Save.
- Turn on the Allow an alternate delivery channel for user approvals switch at the top of the page.
- A confirmation appears once the channel is enabled.
Additional Information
Configure the Verify service before enabling the switch. If the channel is on but no Verify service is set, the page shows Configuration required, warning that a Verify service is needed to send approval requests via SMS.
Enabling the switch turns the alternate channel on at the project level. To enable it for an individual client, add it as a grant type in that client's configuration on the Clients page.
Twilio recommends using a Verify service dedicated to approval notifications rather than reusing one that serves another purpose. If you point at an existing service, check its verification channels in Verify first.
Contact customer support to obtain your template IDs. Custom templates must be requested through customer support.
If the Verify service you configured is later deleted from Verify, the page reports Verify service not found, select Edit and choose a different service.
This content was generated by AI and reviewed, edited, and verified by a human.