Connecting Twilio Numbers

This guide will walk through how to connect a Twilio Number to Airkit and be used as a Voice or SMS Resource. This enables the ability to leverage the Voice and SMS capabilities within the platform, such as sending an SMS to update a user or having a Journey get triggered by an inbound call.

Prerequisites:

Access to a Twilio Account
Have an available number associated with the Twilio Account.

Setting up the integration in the Console

To connect Twilio with an Airkit application, follow these steps:

Once in the Console, go on Integrations > Credentials and click on Create new
Name the integration and from Integration select Twilio.

Since the Username and Password are from Twilio, go to your Twilio account and copy the Account SID and an Auth Token from the dashboard:

Username = Account SID
Password = Auth Token

Set up the phone number as a Resource

In the Console, go to Resources anc click on Create new.
Add a name to describe the Resource and, in Capabilities, select Send Text Message to set up a Chat Bot or Send Voice to set up a Voice Bot.

In Datasource, select the one that was created in the previous step.

Setting up the SMS Resource in your app

Once inside the app, go to Configuration builder and scroll down to Chat Bot. Then select the SMS Resource that was created in the previous step. It should show up as the name previously provided.

The app will now send SMS through the number provided.

Setting up a Voice Resource in your app

This section will cover how to set up a phone number to be used via voice

Once inside the app, go to Configuration builder and scroll down to Voice Bot. Then select the Voice Resource that was created in the previous step. It should show up as the name previously provided.

The app will now use the Twilio integration for voice resources.

Voice Locked Behavior: What action to take if someone calls in with the same number in a live session.

Next Steps

Once the Twilio account is connected, it can then be used to integrate with the chat bots and voice bots in Web Builder. Also, when dealing with phone numbers in your app, it is best practice to use the FORMAT_PHONE function to ensure the phone number gets passed with the region correctly.