Twilio native integration
Learn how to configure inbound calls for your agent with Twilio.
This guide shows you how to connect a Twilio phone number to your ElevenLabs agent to handle both inbound and outbound calls.
You will learn to:
ElevenLabs supports two types of Twilio phone numbers with different capabilities:
Learn more about verifying caller IDs at scale in Twilio’s documentation.
During phone number import, ElevenLabs automatically detects the capabilities of your number based on its configuration in Twilio.
In the ElevenAgents dashboard, go to the Phone Numbers tab.
Next, fill in the following details:
Customer Support Line).You can find your account SID and auth token in the Twilio admin console.
Phone Number Detection: ElevenLabs will automatically detect whether your number supports:
If your number is not found in either category, you’ll receive an error asking you to verify it exists in your Twilio account.
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.
Both purchased Twilio numbers and verified caller IDs can be used for outbound calls. The outbound call button will be disabled for numbers that don’t support outbound calling.
Your imported Twilio phone number can also be used to initiate outbound calls where your agent calls a specified phone number.
From the Phone Numbers tab, locate your imported Twilio number and click the Outbound call button.
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.
