Twilio SMS API for live chat platform

Our company, SnapEngage, is the leading provider of live chat platforms. Twilio SMS API is being used in our company for 5+ years already and is used for providing the possibility of creating a chat between our live chat platform and the customers of our customers (site visitors). A site visitor can create a chat with agents by texting an SMS and the agent will be able to reply from the platform. Put customer is buying of SMS number through our platform, so that their clients could have a chat via SMS. That's very nice for people who can just chat via SMS, so it gives more flexibility to communicate. Along with SMS, we provide Facebook Messenger and etc. Integration with Twilio went pretty easy. When our client doesn't want to use this channel, we just release the number to Twilio. All the logs we can see in the admin account logs. Also, we integrated the Programming Voice module, but Voice API is not used very often as much as SMS. Integration was done a long time ago, 5+ years. As far as I know, integration was performed smoothly, we don't have issues. Some time ago we had live calls using Twilio but not anymore.