Case Study: International Rescue Committee (IRC) helps 3,412 people access life-saving resources with Twilio

How the international rescue committee gives people quick access to life-saving resources

The International Rescue Committee (IRC) needed a way to give refugees and displaced people fast access to life-saving information using channels they already use, while also reaching more people with limited staff and integrating case management systems. To solve this, IRC worked with Twilio to build a conversational helpline for its Signpost information platform, centered on WhatsApp and designed to answer urgent questions about legal aid, housing, food, healthcare, and safety.

Using Twilio Flex and Twilio Studio, IRC created automated chat flows that handled common questions and routed more complex cases to trained moderators, while integrating its custom CRM for follow-up and referrals. With Twilio, IRC has helped 3,412 people and sent 25,181 messages, and during COVID-19 it handled a 3x increase in inbound chats with the same staff, proving the solution could scale quickly in a crisis.

International Rescue Committee (IRC)

David Miliband

Chief Executive Officer