How to Connect NAB to Twilio for Voice & IVR Payments

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, so the digits never reach the agent or the call recording. 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 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 Twilio can process the call in its AU1 region, with settlement to your own bank, not a third-party acquirer.

How It Works

Caller → Twilio (DTMF capture) → Shuttle (Pay Connector) → NAB Transact (processing) → Result

1. Caller reaches payment step. Your Twilio call flow (IVR or custom TwiML) triggers the <Pay> verb.

2. Card details captured via DTMF. The caller enters their card number, expiry, and CVV on the keypad. The digits never reach the agent or the call recording.

3. Shuttle receives card data. The data passes from Twilio's PCI-compliant environment directly to Shuttle's connector. It never touches your servers.

4. 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.

5. 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 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; see pricing)

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:

<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 to shuttle-pay-connector

• chargeAmount: the amount to charge

• currency: 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:

{
  "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 with NAB 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.

Twilio's Australia (AU1) Region

Because Twilio's <Pay> verb is available in the Australia (AU1) region and Shuttle is one of the connectors available there, Twilio can process the call in its AU1 region, with settlement through an Australian bank.

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: serve your Australian merchants with NAB and your international merchants with a global acquirer

• Serve enterprise customers who mandate a specific PSP (Stripe, Adyen, Worldpay, etc.)

• Want a backup gateway: if one gateway is unavailable, you can move the affected payment types to another connected gateway. There is no automatic failover, and saved cards stay with the gateway that stored them, so repeat payments on stored cards will not run through the second one

• Expand to new markets, with each merchant or entity there on its own gateway

You choose which connected provider handles each payment type in Shuttle’s dashboard. Your Twilio call flow doesn't change. The <Pay> verb always points to shuttle-pay-connector, and Shuttle sends the payment to the provider you configured.

This is particularly important for platforms and BPOs that serve multiple merchants. Each merchant can use their own NAB merchant facility (or another supported voice gateway) through the same Twilio integration.

PCI Compliance

The NAB + Twilio integration via Shuttle limits your PCI scope:

Card data flows from Twilio to Shuttle to NAB Transact. Your application only receives redacted data (last 4 digits, card brand, transaction reference). Merchants complete SAQ-A, the lightest PCI self-assessment; platforms complete SAQ-D. Everyone taking card payments has to be PCI compliant, and your acquirer confirms which form applies to you.

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 connector that is PCI DSS Level 1 certified.

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 Twilio can process the call in its AU1 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 $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account. NAB's standard merchant fees apply on top.

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, with no code changes needed. Saved cards stay with the gateway that stored them, so repeat payments on stored cards will not move to the new gateway.

Related Reading

• Twilio Pay Connectors: How to Connect Any Compatible 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 limited

• 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 Compatible Payment Gateway to Twilio: all supported gateways, pricing, and setup

Connect NAB to Twilio with Shuttle's Pay Connector: PCI DSS Level 1, $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account. Install on Twilio or book a discovery call.