Twilio

Overview

Twilio powers SMS, voice calls (including automation Make Call), and optional Twilio WhatsApp in Smart Business 360. Credentials are stored per company in System Settings → Communications and API Configuration.

Prerequisites

• Twilio account with SMS and/or Voice enabled numbers
• Administrator access to System Settings
• For WhatsApp via Twilio: WhatsApp-enabled sender with whatsapp: prefix

Supported Functionality

• SMS — Account SID, Auth Token, From Phone Number
• Voice — outbound calls via CallRecordingService when Voice From number configured
• WhatsApp (Twilio) — separate block sharing SID/Token with SMS
• Automation Make Call action when voice credentials exist

Setup

1. Go to System Settings → Communications.
2. Complete Twilio (SMS & Voice): Account SID, Auth Token, From Phone Number.
3. Save Twilio settings.
4. For Twilio WhatsApp, complete the WhatsApp (Twilio) block with whatsapp:+number format.
5. For voice-only issues, ensure Voice From number is set in API Configuration → Voice category if separate from SMS.

Configuration

• Account SID maps to ApiKey; Auth Token maps to ApiSecret in API configuration records.
• From Phone Number is stored in BaseUrl field for SMS Twilio config (product convention).
• Campaign calls can use text-to-speech content when channel is Call.

Connection Verification

1. Badge shows Configured on Twilio card.
2. Place a test call or send test SMS from CRM.
3. Review call/SMS logs in the respective modules.
4. If voice fails, error notes mention missing Voice From in System Settings.

Usage

• Outbound SMS and calls from CRM and automation.
• Twilio WhatsApp sender when Meta WABA is not used.
• Call recording and cost fetch when provider call ID returned.

Troubleshooting

• Twilio Voice credentials not configured — set Voice From in System Settings → API Configuration.
• Twilio API Error — check Auth Token and number ownership.
• Do not publish Auth Tokens in tickets or documentation.

FAQ

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