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Connect your Twilio account to use your Twilio phone numbers with Callers agents. Calls and messages run through your own Twilio account, so they use your numbers, registrations, and Twilio console. One connection covers both voice agents and SMS agents.
Using Twilio Flex or Elastic SIP Trunking? Follow Twilio SIP instead.

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Before you start

You need a Twilio account with at least one phone number that has Voice capability (and SMS if you plan to send texts).
Sign up at twilio.com, then verify your email address and phone number.
In the Twilio Console, go to Phone Numbers → Buy a number. Filter by the capabilities you need (Voice, SMS). Some countries require regulatory documents before you can buy or use a number. See Twilio’s guide to buying a number.

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Connect Twilio

1

Copy your Account SID and Auth Token

In the Twilio Console home page, scroll to the Account Info panel. Copy the Account SID, then click Show next to Auth Token and copy it too.
2

Open the Twilio connection in Callers

In App Center, find Twilio under Telephony & Communication and click +. The Connect Twilio window opens.
3

Enter your credentials and limits

Paste the Account SID and Auth Token. Set the rate limits (see the table below), then click Connect.
4

Check your numbers

Go to Phone numbers. Your Twilio numbers appear under the Twilio source. If you buy more numbers in Twilio later, click Refresh there to sync them.
5

Assign numbers to an agent

In the agent’s phone number settings, select the Twilio numbers the agent should call from or answer on.

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Connection settings

If you rotate your Auth Token in Twilio, update the connection in Callers right away. Calls fail until the new token is saved.

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Allow calls to other countries

Twilio blocks international calls by default. To let agents call another country:
  1. In the Twilio Console, search for Voice Geographic Permissions.
  2. Select the countries your agents will call.
  3. Click Save.

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Inbound calls

Assign a Twilio number to an incoming voice agent and Callers configures that number to route its calls to the agent. If the number was previously pointed at another webhook or TwiML app in Twilio, that configuration is replaced.

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Troubleshooting

The Account SID or Auth Token is wrong, or the token was rotated. Copy both values again from the Twilio Console. Use the main Auth Token, not an API key secret.
Click Refresh on the Phone numbers page. Only numbers in the connected Twilio account are listed. Check that the numbers have Voice capability.
Enable the destination in Voice Geographic Permissions in Twilio.
The CPS limit is higher than your Twilio account allows. Lower Calls Per Second (CPS) Limit.
Register your numbers with Twilio’s Trust Hub (SHAKEN/STIR, CNAM) and use number rotation. See Phone numbers & caller ID.

Telephony overview

Compare Twilio with SIP and Callers-managed numbers.

Twilio SMS

Use the same connection for text agents.

Twilio SIP

Elastic SIP Trunking and Twilio Flex.

Phone numbers & caller ID

Assign numbers and set the dialing strategy.