Twilio Integration

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Overview

Twilio is a cloud communications platform that enables voice calling, messaging, and video capabilities. Bandwidth Agent Builder’s Twilio integration provides seamless connectivity for your voice agents.

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Prerequisites

Before setting up Twilio integration, you’ll need:

• A Twilio account
• Account SID and Auth Token from your Twilio Console
• At least one Twilio phone number
• Access to your Agent Builder workspace

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Configuration

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Step 1: Get Twilio Credentials

1. Log in to your Twilio Console
2. Find your Account SID and Auth Token on the dashboard
3. Navigate to Phone Numbers → Manage → Active Numbers
4. Copy your phone number(s)

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Step 2: Configure in Bandwidth Agent Builder

1. Navigate to /phone-numbers and click Add configuration
2. Select Twilio as your provider
3. Enter your credentials:
   • Account SID
   • Auth Token
4. Click Save Configuration
5. Open the configuration you just created and add at least one phone number (with country code in E.164 format, e.g. +14155550100). The default caller ID is used for outbound calls.

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Step 3: Test Your Configuration

1. Create a test workflow
2. Click “Call” to verify connection
3. Check call logs for successful connection

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Inbound Calling Setup

Inbound routing is driven by the phone number itself — there is a single webhook URL for the entire org, and Bandwidth Agent Builder resolves which agent to run from the called number’s assigned inbound workflow. When you save an inbound workflow on a phone number, Bandwidth Agent Builder automatically pushes the webhook URL to that number’s VoiceUrl in your Twilio account (provided the credentials are correct and the number belongs to that account).

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Step 1: Assign an Inbound Workflow to the Phone Number

1. Go to /phone-numbers and open your Twilio configuration
2. In the Phone numbers section, edit the number that should receive inbound calls
3. Set its Inbound workflow to the agent that should answer
4. Save

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Step 2: Verify the Webhook URL in Twilio Console

1. Go to Phone Numbers → Manage → Active Numbers in Twilio Console
2. Click the phone number you assigned an inbound workflow to in Step 1
3. In the Voice Configuration section, confirm:
   • Webhook is set to: https://agents.labs.bandwidth.com/api/v1/telephony/inbound/run
   • HTTP Method is POST
   Bandwidth Agent Builder pushed this URL automatically when you saved the inbound workflow in Step 1. If the field is empty, shows a different URL, or Bandwidth Agent Builder surfaced a sync warning, the auto-push failed — most often because the credentials are incorrect or the number isn’t owned by this Twilio account. Paste the URL into the field yourself, set the method to POST, and click Save Configuration.

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Step 3: Verify Setup

• Confirm the provider uses the inbound URL for your workspace
• Check the provider console for callback errors

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Test Inbound Calling

1. Call your configured Twilio phone number from another phone
2. Verify your Bandwidth Agent Builder voice agent answers and responds
3. Check call logs in both Bandwidth Agent Builder dashboard and Twilio Console

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Troubleshooting

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Best Practices

• Test your configuration with a single call before running campaigns
• Monitor Twilio Console for usage and billing