Overview
Client: Pan Air Crew
Service: Twilio SMS Bot Integration, WordPress Plugin Development
Goal: Build a smart SMS-based assistance system that connects pilots to relevant support personnel (e.g., psychologists, legal advisors, etc.) through an interactive, step-by-step conversation — all from their mobile device.
The Challenge
Pan Air Crew operates as a pilot support network, connecting aviation professionals with trusted colleagues across various fields like mental health, legal aid, and general peer support.
They needed a lightweight, secure, and intuitive communication tool that could:
- Let pilots request help discreetly via SMS
- Automatically route requests to the right type of support (e.g., psychologists)
- Engage the user with a guided, step-by-step question flow
- Be managed and updated easily via WordPress
The goal was to empower crew members to get help without delays — using a communication method (SMS) that is accessible globally and doesn’t require internet access or app installations.
The Solution
We developed a custom WordPress plugin integrated with Twilio’s Programmable SMS API, designed specifically for Pan Air Crew’s needs.
📩 Intelligent SMS Bot for Support Requests
When a crew member sends a text asking for help (e.g., “I need to talk to a psychologist”), the SMS bot initiates a structured question flow to understand their situation and urgency. Based on responses, it connects them with the most relevant Pan Air support member.
This ensures:
- Each help request is handled with care and relevance
- Users feel guided, not overwhelmed
- Human connection is reached quickly and securely
🔧 Custom WordPress Admin Panel
An admin panel was built into WordPress, allowing Pan Air Crew to:
- Add or update categories of support (psychology, finance, legal, etc.)
- Assign team members to specific roles
- View anonymized help request logs for quality assurance
💬 Real-Time SMS Communication
Twilio handles all SMS communications, ensuring reliable message delivery across countries. The system also supports time-zone-aware routing and follow-up checks.
The Result
Pan Air Crew now offers a discreet, responsive, and intelligent support system for pilots — accessible from any phone via a simple text message.
- Smart – guided conversations ensure the right match between help-seeker and helper
- Scalable – built on Twilio’s infrastructure and fully manageable via WordPress
- Supportive – empowering pilots to reach out when they need it most, with zero friction
With this solution in place, Pan Air Crew has strengthened its mission: “No pilot should face a problem alone.”