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Telephony

Twilio

For basic Twilio number and SMS setup, see Voice > Numbers > Twilio.

Connect Twilio to your PolyAI project from Agent Studio. PolyAI uses your Twilio API credentials to automatically provision the SIP trunk(s) needed to route calls to your agent — you just bring your API keys and your own phone numbers.

Quick setup

1

Open Integrations

In Agent Studio, go to Integrations and click Connect on the Twilio card.

The Integrations page in Agent Studio showing available telephony providers including Twilio.
2

Enter your Twilio account credentials

In the Step 1: Twilio account credentials panel, paste:

  • API Key
  • API Secret
  • Account SID
The Twilio account credentials panel showing fields for API Key, API Secret, and Account SID.

PolyAI uses these to provision the SIP trunk(s) on your Twilio account. Click Continue.

3

Add your phone numbers

Add the Twilio numbers you want to route to PolyAI for Sandbox, Pre-release, and Live. Numbers must be in E.164 format with a country code (e.g. +441234567890).

4

Submit

PolyAI provisions the SIP trunk on your Twilio account and wires up routing per environment. You’re then taken to Voice > Handoffs to configure transfers back to a human agent.

That’s it — no manual TwiML, no PolyAI ticket, no shared SIP trunk to negotiate.

Where to find your Twilio credentials

In the Twilio Console:

  • Account SID — top of the Account Info panel on the dashboard.
  • API Key + API Secret — Account > API keys & tokens > Create API key. The secret is shown once at creation; copy it before closing the dialog.

Use a Standard API key with permissions to manage SIP trunks on the account.

Editing or removing the integration

  • Update routing — re-open the Twilio card in Integrations to add or remove numbers per environment.
  • Disconnect — use the Disconnect action on the integration. PolyAI removes the routing on its side and tears down the SIP trunk it provisioned.

Configuring handoffs

After the integration is connected, configure how calls transfer back to human agents in Voice > Handoffs. See Call handoffs for the full reference.