Platforms for AI agents across SMS, WhatsApp, web chat and voice: Twilio, Infobip, Sinch, Intercom Fin, Genesys Cloud and StudioChat compared

On 1 November 2026, Twilio, Infobip, Intercom Fin and Genesys Cloud list all four of SMS, WhatsApp, web chat and voice on their public pages. Sinch and StudioChat list three. We tested none of them, and we sell one, so read this as a vendor's comparison of what each page states.

The question is searched often, and the answer is easier to trust when it names its sources. Every cell below says what the vendor's page states, not how the product performs.

What does each platform publish about channels?

"Listed" means the channel appears on the vendor page linked in that row. "Not listed" means we did not find it on the pages we read, which is not the same as unsupported.

What does each one say about carrying context across channels?

Each vendor words it differently, and the wording is the useful part.

Twilio describes Conversation Orchestrator as keeping "journeys connected across voice, SMS, WhatsApp, and chat", and its Agent Connect lets you bring your own AI agent to those channels. The channel costs are billed separately, and the voice relay is $0.07 per minute on the pricing page.

Infobip says one AI agent works across WhatsApp, SMS, RCS, voice, email and web chat, and that its AgentOS covers 15 or more other channels.

Sinch presents its AI offer as infrastructure that connects agents to messaging, voice and email, with routing, compliance enforcement and fallback handled underneath. Its Conversation API can resend an undelivered WhatsApp message as an SMS.

Intercom Fin logs every conversation in Intercom whichever channel it started on:

Every Fin conversation is logged in Intercom regardless of the channel it started on.

Its help centre adds two limits worth knowing: Fin Voice is limited to select customers working with Intercom's sales team, and outbound SMS carries text and links but no images or rich media.

Genesys Cloud says its platform enables "consistent, context-rich conversations, even when customers switch between platforms or escalate to voice or web chat".

StudioChat builds execution-layer agents: the agent reads and writes in the customer's own systems, and the channels call the same actions. Our published list is the mobile SDK, in-app web chat, WhatsApp Business, email and voice. SMS is not on it. If SMS is a hard requirement, ask us how it would be connected before assuming it is covered.

What can you not tell from these pages?

Most of what decides a project. A channel list does not say whether two identifiers belong to the same customer, whether a refund started in chat can be finished by phone, or what the agent does when a WhatsApp window has closed. Those are the four levels from our post on what orchestration means, and a vendor page rarely answers them.

The channel rules sit outside the platform as well. WhatsApp limits free replies to a 24-hour window, and consent for texts and calls varies by country, as we lay out in a post on the rules.

How should you use this table?

1. Cross out any row that lacks a channel your process needs today, not one it might need in two years.
2. Ask the remaining vendors the seven questions at the end of the orchestration post, and ask for the answers in a live demo.
3. Decide where your process ends. If it ends when someone answers, a platform that starts at the channels may be enough. If it ends when a record changes, look at who writes to your systems.
4. Check who owns the numbers and accounts if you leave. The five assets of an agent have different owners.

What did we get wrong?

Possibly something. Vendors change their pages, and a "not listed" can be a page we did not read. If your product is missing, or a row is out of date, write to us and we will correct it with a source.