Twilio (Live Call Routing) Integration Guide
Twilio is a cloud communications platform for building SMS, Voice & Messaging applications on an API built for global scale.
- Twilio Live Call Routing (incoming phone call) - Continue reading this page
- Twilio Incoming SMS (incoming sms message) - See Twilio Incoming SMS
Twilio users can route incoming phone calls to on-call customer support. PagerTree acts as the dispatcher for incoming calls, determining the right people to notify based on on-call schedules. Once the call is acknowledged PagerTree connects the caller to the on-call customer support agent.
The Twilio (Live Call Routing) integration is one-way, meaning:
- When a new call comes in from Twilio, an alert is created in PagerTree automatically.
|pricing||Twilio Live Call Routing requires the Elite pricing plan.|
In this integration tutorial we will show you how to route an incoming phone call from Twilio into PagerTree. The estimated time for this integration is 7 minutes. We assume that you already have a PagerTree and Twilio account setup.
If you haven’t already, sign-up for a free Twilio account using this link. The link will give you $10 free credit if you decide to continue with Twilio after the trial.
- Open a text editor, as we’ll need to copy several pieces of data.
- Navigate to Console Dashboard -> Dashboard
- Copy your ACCOUNT SID to your text editor
- Navigate to Runtime -> API Keys
- Click the + button to create a new API Key
- Friendly Name - Something descriptive (ex: “PagerTree”)
- Click the Create API Key button.
- Copy the API Key
- Copy the SID and SECRET to your text editor
- Check the box acknowledging you have saved the API credentials and click Done.
- Our text editor should now look like the following:
- From the navigation menu, click the “Create Integration” button.
- In the “Create Integration” box, fill out the following:
- Name of the Integration
- Select the Integration Type to Twilio (Live Call Routing)
- Select an appropriate urgency for when this integration is triggered
- Select the Routable Teams Note. If more than 1 team is selected or the special "all" value is selected, callers will be presented with a list of teams they can choose to be routed to. If only one team is selected, the call will be immediately routed to that team.
- In the Options section, edit each option accordingly
- Paste the ACCOUNT SID you copied earlier to the Account SID field.
- Paste the API KEY SID you copied earlier to the API Key field.
- Paste the API KEY SECRET you copied earlier to the API Secret field.
- Welcome Message URL - (Optional) - provide a publicly accessible audio file for callers to listen to when they first connect to your phonenumber (ex: “Welcome to the Acme Inc Support Line”).
- Wait Music URL - (Optional) - provide a publicly accessible audio file for callers to listen to while they wait to be connected.
- No Answer URL - (Optional) - provide a publicly accessible audio file for callers to listen to when no one is able to answer the call.
- Voicemail - (Optional) - Enable/Disable voicemail recording when no one is able to answer the call. Twilio does charge to record a call, but have a generous free tier.
- Click “Create”
- Copy the Endpoint URL
- If you haven’t already, upgrade to a paid Twilio account.
- If you haven’t already, buy a phone number.
- Navigate to your purchased number Phone Numbers -> Manage Numbers -> Active Numbers.
- Select the phone number that will be used for Live Call Routing.
- On the Phone Number Configure Tab, under Voice & Fax -> A Call Comes In
- Paste the PagerTree Endpoint URL you copied earlier
- Ensure the type is Webhook
- Ensure the action is HTTP POST
- Click Save —
You have successfully completed the Twilio (Live Call Routing) Integration. Now when a phone call is received by your Twilio phone number, PagerTree will automatically connect them to the team member currently on-call for the selected team. If you have any questions please contact firstname.lastname@example.org