GUIDESTwilio

Twilio native integration

Learn how to configure inbound calls for your agent with Twilio.

Overview

This guide shows you how to connect a Twilio phone number to your conversational AI agent to handle both inbound and outbound calls.

You will learn to:

  • Import an existing Twilio phone number.
  • Link it to your agent to handle inbound calls.
  • Initiate outbound calls using your agent.

Guide

Prerequisites

1

Import a Twilio phone number

In the Conversational AI dashboard, go to the Phone Numbers tab.

Conversational AI phone numbers page

Next, fill in the following details:

  • Label: A descriptive name (e.g., Customer Support Line).
  • Phone Number: The Twilio number you want to use.
  • Twilio SID: Your Twilio Account SID.
  • Twilio Token: Your Twilio Auth Token.

You can find your account SID and auth token in the Twilio admin console.

Phone number configuration

ElevenLabs automatically configures the Twilio phone number with the correct settings.

Twilio phone number configuration

2

Assign your agent

Once the number is imported, select the agent that will handle inbound calls for this phone number.

Select agent for inbound calls

Test the agent by giving the phone number a call. Your agent is now ready to handle inbound calls and engage with your customers.

Monitor your first few calls in the Calls History dashboard to ensure everything is working as expected.

Making Outbound Calls

Your imported Twilio phone number can also be used to initiate outbound calls where your agent calls a specified phone number.

1

Initiate an outbound call

From the Phone Numbers tab, locate your imported Twilio number and click the Outbound call button.

Outbound call button

2

Configure the call

In the Outbound Call modal:

  1. Select the agent that will handle the conversation
  2. Enter the phone number you want to call
  3. Click Send Test Call to initiate the call

Outbound call configuration

Once initiated, the recipient will receive a call from your Twilio number. When they answer, your agent will begin the conversation.

Outbound calls appear in your Calls History dashboard alongside inbound calls, allowing you to review all conversations.

When making outbound calls, your agent will be the initiator of the conversation, so ensure your agent has appropriate initial messages configured to start the conversation effectively.