A Twilio number is a digital phone number that allows you to access your regular call and message routine. Completing the Twilio setup process involves a few steps. 

Step 1: Create a Twilio Account

• Locate your Twilio credentials in Twilio. You can find the Auth Token in the Project Info section of the Console Dashboard page. Your project's Auth Token is hidden by default, but you can just click "show" to display it.

• Copy the SID and Auth Token. Then, you can submit a support ticket to send both the SID and AUTH token to us, by pasting it into the ticket, and we will make sure those are configured for you.

Step 2: Get Your Phone Number

• Navigate to Settings > Phone Numbers.

•  Click "Add Number"

• Search 3 Digit Area Code by adding the code in the filter option. (e.g 720, 614, etc.)

• Choose the Number You Want → Save.

NOTE: Some area codes no longer have numbers available. You will need to select a different area code. 

Step 3: Set up your Inbound call forwarding.

• Navigate to Settings > My Staff.

• Select the User > Edit > Scroll to "Call & Voicemail Settings".

• Select the Twilio Number from the dropdown.

NOTE: Ensure that in both Phone Number settings and User Settings the call timeout is less than 60 seconds. If you are also assigning a voicemail to the Twilio number, the call timeout will need to be less than 20 seconds. 

NOTE: Twilio Phone numbers are also supported with Voice AI Agents. Your Twilio numbers will be automatically displayed in the Phone & Availability section when creating an agent.

FAQ:

1. Where do I find my Twilio SID and Auth Token? You can find your Twilio SID and Auth Token in the Project Info section of the Console Dashboard. The Auth Token is hidden by default, but you can click "show" to reveal it.

2. What should I do if my desired area code is unavailable? If your preferred area code doesn’t have any available numbers, you’ll need to choose a different area code when searching for a new number.

3. How do I configure inbound call forwarding to a user? Go to Settings > My Staff > Team Management. Select the user, then click Edit. Scroll down to "Call & Voicemail Settings" and select the Twilio number from the dropdown.

What should I consider regarding call timeout settings? Ensure that the call timeout in both Phone Number settings and User Settings is less than 60 seconds. If you’re assigning a voicemail to the Twilio number, the timeout should be less than 20 seconds.