Phone calls

Take and make calls through your own Twilio number, with voicemail and recordings.

Phone calls come with Professional and Business. They run through your own Twilio account, and you pay Twilio for the number and minutes.

Connect your number

In Settings > Messaging & phone, enter your Twilio details and number, then paste the web address shown into your Twilio number's voice settings.

Taking calls

A call rings the agents you choose. If nobody answers, the caller can leave a voicemail. The call becomes a ticket, with the recording attached when recording is on.

Tell callers if you record their calls. The law on this differs by country.

Making calls

Click the phone button on a ticket or customer. Twilio rings your phone first and then connects you to the customer. The call is logged on the ticket under Calls, where you can add a summary.

Phone menus

Business can set up "press 1 for sales" menus that send callers to the right department.