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Coeffection

Twilio Integration

Setting up Twilio#

API Key~10 min setup

Cloud telephony for voice calls and SMS directly from the CRM. Click-to-call from any contact record, send SMS messages, receive inbound calls with configurable routing, and record calls with automatic transcription. Twilio powers the built-in phone widget when Zoom Phone is not configured.

Supported Features

FeatureDetailsStatus
Outbound callsClick-to-call from any contact record — calls go through your Twilio numberSupported
Inbound callsReceive calls with configurable routing to teams, users, or IVR menusSupported
SMS send/receiveSend and receive text messages from contact timelines and the phone widgetSupported
Call recordingRecord calls with one-click toggle — recordings attached to the contact timelineSupported
Call loggingEvery call (inbound and outbound) auto-logged with duration, timestamp, and recordingSupported
VoicemailMissed calls go to voicemail — recordings appear in the CRM as timeline entriesSupported
10DLC SMS complianceA2P campaign registration for business SMS with carrier-approved messagingSupported

Prerequisites

Before you begin

  • ✓A Twilio account (twilio.com) — a trial account works for testing but has limited functionality
  • ✓A purchased Twilio phone number with Voice and SMS capabilities
  • ✓For SMS: complete A2P/10DLC registration in the Twilio Console (required by US carriers)
  • ✓Admin role in Coeffection

Getting Your Credentials

  1. 1Go to console.twilio.com and sign in to your Twilio account.
  2. 2On the main Console dashboard, find your Account SID and Auth Token. The Auth Token is hidden by default — click "Show" to reveal it.
  3. 3Copy both values — you will paste them into Coeffection in the next step.
Twilio Console — Account Dashboard

Account Info

Account SID:AC1a2b3c4d5e6f7g8h9i...
Auth Token:••••••••••••••Show

Phone Numbers

+1 (415) 555-2671Voice + SMS

Connecting in Coeffection

  1. 1Go to Admin → Integrations → Twilio.
  2. 2Paste your Account SID and Auth Token.
  3. 3Enter your Twilio phone number in E.164 format (e.g. +14155552671).
  4. 4Click "Save and Test". Coeffection will place a test API call to verify the credentials.
  5. 5Configure inbound call routing — choose to ring a specific team, a user, or set up an IVR menu.
  6. 6Set your default caller ID and recording preferences.

10DLC SMS Compliance

US carriers require businesses to register their phone numbers for Application-to-Person (A2P) messaging through the 10DLC system. Without registration, your SMS messages may be filtered or blocked. Complete registration in the Twilio Console:

  1. 1In the Twilio Console, go to Messaging → Trust Hub → A2P Brand Registration.
  2. 2Submit your brand (company name, EIN, website, vertical) for vetting.
  3. 3Once approved, create a Messaging Campaign with your use case (e.g. CRM notifications, appointment reminders).
  4. 4Provide your privacy policy URL and terms of service URL — these must include SMS consent and opt-out language.
  5. 5After carrier approval, your Twilio number is 10DLC-registered and SMS delivery rates improve significantly.
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Sending SMS without 10DLC registration will result in significantly reduced delivery rates and may lead to your number being blocked by carriers. Complete registration before sending any production SMS messages.

Troubleshooting

Test call fails with 'Invalid credentials'▾
Double-check that you copied the full Account SID (starts with 'AC') and Auth Token from the Twilio Console. The Auth Token is hidden by default — click 'Show' to reveal the full value. If you recently rotated your Auth Token, make sure you're using the new one.
Outbound SMS messages aren't being delivered▾
US carriers require 10DLC registration for business SMS. Check your registration status in the Twilio Console under Messaging → Trust Hub. Also verify your Twilio number has SMS capabilities enabled — some numbers are voice-only.
Inbound calls aren't routing to my team▾
Check your Twilio webhook configuration. The Twilio phone number's Voice webhook URL must point to your Coeffection instance. Go to Phone Numbers → Active Numbers in the Twilio Console and verify the Voice webhook URL matches the URL shown in Admin → Integrations → Twilio.
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Use Twilio's trial account for initial testing, but switch to a paid account before going live. Trial accounts can only call verified numbers and prepend a trial message to calls, which is not suitable for production use.