NAB doesn't natively connect to Twilio for voice payments. If you want to process NAB Transact transactions during a phone call (via IVR, agent-assisted, or AI voice agent), you need a Twilio Pay Connector that bridges the two platforms.
Shuttle's Pay Connector does exactly this. It connects NAB (and 30+ other gateways) to Twilio's <Pay> verb, so you can accept PCI-compliant card payments during any voice interaction, with settlement going straight to your NAB merchant facility.
This guide walks through how the integration works, how to set it up, and what to watch for.
Why NAB + Twilio Don't Connect Directly
NAB is one of Australia's big four banks, and NAB Transact is its merchant payment gateway: the online and virtual-terminal system Australian businesses use to process card payments against their NAB merchant facility. It handles AUD processing with bank-grade settlement directly into your NAB business account.
Twilio is built for voice and messaging. Its <Pay> verb captures card details during phone calls via DTMF keypad input, with tones suppressed so agents never hear them. And <Pay> is available in Twilio's Australia (AU1) region, which matters if your organisation needs voice data processed in-country.
The problem: Twilio's <Pay> needs a Pay Connector to route captured card data to a payment gateway. NAB isn't one of Twilio's built-in connectors, so there is no direct path from a Twilio call to your NAB Transact account.
This is where Shuttle comes in. As Twilio's official payment partner (and one of the connectors listed for the AU1 region), Shuttle provides a Pay Connector that accepts card data from Twilio's <Pay> verb and routes it to NAB Transact for processing. One integration connects the two platforms.
For Australian enterprises and contact centres that bank with NAB (utilities, insurers, councils, collections teams), this combination means voice payments with Australian data residency and settlement to your own bank, not a third-party acquirer.
How It Works
`` Caller → Twilio (DTMF capture) → Shuttle (Pay Connector) → NAB Transact (processing) → Result ``
Caller reaches payment step. Your Twilio call flow (IVR, Studio, or custom TwiML) triggers the
<Pay>verb.Card details captured via DTMF. The caller enters their card number, expiry, and CVV on the keypad. Tones are suppressed from the agent audio and call recordings.
Shuttle receives card data. The data passes from Twilio's PCI-compliant environment directly to Shuttle's connector. It never touches your servers.
Shuttle charges the card via NAB Transact. The connector creates a payment request, processes the transaction through your NAB merchant facility, and handles the response.
Result returned to your call flow. Your webhook receives the NAB transaction reference, last four digits, card brand, and transaction status. The call continues.
The entire flow happens in seconds. The caller stays on the line. No redirects, no "please visit our website."
Step-by-Step Setup
Prerequisites
A Twilio account with voice capability
A NAB merchant facility with NAB Transact credentials (your NAB client ID and transaction password, supplied by NAB)
A Shuttle account (free to create: you pay per transaction)
Step 1: Install Shuttle's Pay Connector
Go to the Twilio Marketplace and install the Shuttle Pay Connector. This adds Shuttle as an available connector in your Twilio account's Pay configuration.
Step 2: Add NAB Credentials to Shuttle
Log into the Shuttle dashboard. Navigate to Payment Profiles and create a new profile:
Gateway: NAB (NAB Transact)
Merchant / client ID: Your NAB Transact client ID
Transaction password: Your NAB Transact API password (this is separate from your NAB login password; contact NAB if you don't have it)
Currency: AUD
Environment: Live or Test
Save the profile. Shuttle now has a live connection to your NAB merchant facility.
Step 3: Configure Your Twilio Call Flow
Add the <Pay> verb to your TwiML or Twilio Studio flow:
``xml <Response> <Say>Please enter your card number followed by the hash key.</Say> <Pay paymentConnector="shuttle-pay-connector" chargeAmount="86.50" currency="AUD" description="Account payment" action="/payment-complete"> </Pay> </Response> ``
Key parameters:
paymentConnector: set toshuttle-pay-connectorchargeAmount: the amount to chargecurrency: ISO currency code (AUD for NAB Transact)action: your webhook endpoint for the payment result
Step 4: Handle the Payment Result
Twilio sends a POST to your action URL with the payment result:
``json { "Result": "success", "PaymentCardNumber": "xxxx-xxxx-xxxx-1234", "PaymentCardType": "visa", "PaymentConfirmationCode": "NAB-TXN-REF-123...", "ProfileId": "your-shuttle-profile-id" } ``
Use the PaymentConfirmationCode to look up the transaction in NAB Transact if needed. Update your account records, confirm to the caller, and continue the flow.
Step 5: Test
Use NAB Transact's test environment and Twilio's test credentials to verify the flow end-to-end before going live. Run a test transaction, confirm the webhook fires, and check the transaction appears in your NAB Transact reporting.
What You Can Do With NAB + Twilio
Charge Immediately
Standard auth-and-capture. The caller pays, NAB Transact processes, and funds settle to your NAB merchant facility.
Authorise Now, Capture Later
Place a hold on the card during the call and capture the payment later: useful for bookings, deposits, or variable-amount transactions.
Tokenise for Future Use
Capture card details once over the phone. Shuttle tokenises the card and returns a reusable token. Use it for future payments across any channel: web, mobile, voice, or payment links. The card data is never stored in your systems.
Australian Data Residency
Because Twilio's <Pay> verb is available in the Australia (AU1) region and Shuttle is one of the connectors available there, Australian organisations can run voice payments with in-country voice processing and settlement through an Australian bank. For councils, utilities, and insurers with data-residency requirements, this is often the deciding factor.
Multi-PSP: Beyond NAB
One of the key advantages of using Shuttle rather than a single-gateway connector is flexibility. Your Twilio integration stays the same even if you:
Add a second gateway: route Australian transactions to NAB and international transactions to a global acquirer
**Serve enterprise customers** who mandate a specific PSP (Stripe, Adyen, Worldpay, etc.)
Need failover: if one gateway is unavailable, automatically route to a backup
Expand to new markets where a different acquirer gives better authorisation rates
You configure routing rules (by merchant, region, amount, or failover) in Shuttle's dashboard. Your Twilio call flow doesn't change. The <Pay> verb always points to shuttle-pay-connector, and Shuttle handles which gateway processes the transaction.
This is particularly important for platforms and BPOs that serve multiple merchants. Each merchant can use their own NAB merchant facility (or any other gateway) through the same Twilio integration.
PCI Compliance
The NAB + Twilio integration via Shuttle keeps you completely out of PCI scope:
Layer | PCI handled by |
|---|---|
DTMF capture & suppression | Twilio |
Card data processing | Shuttle (PCI DSS Level 1) |
Payment processing | NAB |
Your systems | No card data: SAQ-A |
Card data flows from Twilio to Shuttle to NAB Transact. Your application only receives redacted data (last 4 digits, card brand, transaction reference). You qualify for SAQ-A, the lightest PCI self-assessment.
For the full picture on PCI compliance with Twilio, see Twilio PCI Compliance: Payments Without Handling Card Data.
FAQ
Can I connect NAB to Twilio without Shuttle? Twilio doesn't have a built-in NAB Pay Connector. You'd need to build a custom connector using Twilio's Generic Pay Connector framework, which means handling PCI compliance for card data processing yourself. Shuttle provides a pre-built, PCI-certified connector that handles this.
Does this work in Twilio's Australia (AU1) region? Yes. Twilio's <Pay> verb is available in the AU1 region, and Shuttle is one of the connectors Twilio lists for it. That means Australian organisations can keep voice payment processing in-region.
Do I need a NAB merchant facility first? Yes. Shuttle connects to your existing NAB Transact account; it doesn't replace your merchant relationship with NAB. Settlement continues to flow into your NAB business account on NAB's standard terms.
What about NAB Transact's test environment? Fully supported. Use your NAB Transact test credentials in Shuttle and test the full flow with Twilio before going live.
What does it cost? Shuttle charges $0.20 per successful transaction. NAB's standard merchant fees apply on top. No Shuttle setup fees or monthly minimums.
Can I switch from NAB to another gateway later? Yes. Change the gateway in your Shuttle payment profile. Your Twilio call flow stays exactly the same: no code changes needed.
Related Reading
Twilio Pay Connectors: How to Connect Any Payment Gateway: the complete guide to Twilio Pay Connectors and multi-PSP routing
Twilio PCI Compliance: Payments Without Handling Card Data: how to keep your PCI scope at SAQ-A
How to Connect Stripe to Twilio for Voice Payments: step-by-step Stripe + Twilio setup
How to Connect Fat Zebra to Twilio for Voice Payments: the other Australian gateway, step-by-step setup
NAB on Shuttle: gateway details and supported features
Payment Collection for BPOs: multi-client payment routing for outsourced contact centres
Twilio Pay: Connect Any Payment Gateway to Twilio: all supported gateways, pricing, and setup
*Connect NAB to Twilio in minutes with Shuttle's Pay Connector: PCI DSS Level 1, $0.20/transaction, no setup fees. Install on Twilio or book a discovery call.*