Connecting Twilio

Twilio is still supported for workspaces whose Telecom Provider is set to Twilio.

Use this path for legacy Twilio workspaces, including Rolling Suds orgs that should stay on the Twilio phone stack. If your workspace should use the newer default provider, follow the Esendex setup guide instead.

When Twilio is the active provider, the shared number can:

• send outbound SMS
• receive customer SMS replies
• receive inbound customer calls and forward them to your office line
• record voicemail when voicemail is enabled
• log missed calls and voicemail into Messages
• power automation steps like Make Call and Voicemail Drop

Where To Configure It

Go to Settings in the admin app and open the Phone / Voice card.

1. Set Telecom Provider to Twilio.
2. Enter your Shared Twilio Number.
3. Enter Forward Calls To for the office or mobile line that should ring first.
4. Turn on Voice Enabled if the workspace should receive inbound calls.
5. Save the settings.

If you want voicemail recording and custom audio greetings, keep Voicemail Enabled on and choose either Text to speech or Custom audio file for the greeting type.

When you choose Custom audio file, upload or select the greeting audio before saving. CE Pro blocks the save if custom-audio mode is selected without an audio file.

Switching a workspace from Esendex to Twilio may turn Voice Enabled off until the Twilio number and forwarding destination are ready. This keeps the workspace from receiving calls through an incomplete provider setup.

Required Server Settings

Twilio workspaces still need the Twilio server environment variables in the active app deployment:

• TWILIO_ACCOUNT_SID
• TWILIO_AUTH_TOKEN
• TWILIO_PHONE_NUMBER

If those values are missing, Twilio SMS, outbound calls, and webhook-driven call handling cannot run even if the workspace settings are saved correctly.

Callback URLs

Configure the exact callback URLs shown on the Phone / Voice card in Twilio.

• Voice inbound: /api/webhooks/twilio/voice/inbound
• Recording callback: /api/webhooks/twilio/voice/recording
• Transcription callback: /api/webhooks/twilio/voice/transcription
• SMS inbound: /api/webhooks/twilio
• SMS status: /api/webhooks/twilio/status

The settings card shows full URLs for the current environment so you do not have to compose them by hand.

Voice Settings

The Phone / Voice card includes voice-specific controls:

• Voice Enabled turns inbound call routing on for the workspace.
• Forward Calls To controls the office or cell number that should ring first.
• Voicemail Enabled records voicemail when no one answers.
• Greeting Mode supports text-to-speech or uploaded custom greeting audio.
• Call Recording stores call recordings when Twilio returns them.
• Missed Call Alerts raises internal notifications for missed calls and voicemail.

The readiness panel will not mark voice ready until a Twilio number and forwarding destination are present.

Testing Checklist

After setup, test:

1. Send a manual SMS from Messages.
2. Reply from a real phone and confirm the inbound reply lands in the thread.
3. Call the Twilio number and confirm it forwards to the saved office number.
4. Let a call go unanswered and confirm missed-call or voicemail behavior.
5. Run one workflow test for Make Call and one for Voicemail Drop.

Troubleshooting

SMS not sending

• Verify the workspace Telecom Provider is set to Twilio.
• Verify your Twilio credentials are present in the app environment.
• Confirm the SMS add-on is active on the workspace plan.
• Check your Twilio console for account suspension, balance, carrier, or compliance issues.

Customer replies do not appear

• Confirm the Twilio messaging webhook points to /api/webhooks/twilio.
• Look for the message in Twilio under Messaging > Logs.
• Confirm the customer replied to the exact Twilio number shown in Settings.

Voice calls are not ringing your office

• Verify Voice Enabled is on.
• Verify the incoming voice webhook points to /api/webhooks/twilio/voice/inbound.
• Verify the forwarding number is saved in E.164 format.
• Make sure your Twilio number supports voice, not just messaging.

Wrong phone number appearing

• Verify the number format in the customer record.
• Verify the workspace Twilio number is saved in E.164 format with the leading + and country code.
• If a customer has multiple phone numbers, make sure the primary number is correct.