Twilio Integration with AGENTVIEW

Twilio integration allows you to replace your computer’s native calling apps with a direct connection to Twilio. Once connected, you can make calls and send SMS messages directly through AGENTVIEW using your Twilio number. This provides a seamless calling and texting experience from the Dialer or directly inside a contact profile.

Important: To successfully send SMS messages, your Twilio phone number must be verified and registered as a business number with Twilio. Messages sent from unverified numbers may be blocked by carriers. You can complete the verification process in your Twilio Console.

Step 1: Get a Twilio Account and Phone Number

Before connecting Twilio to AGENTVIEW, you must first set up your Twilio account.

• Go to twilio.com and register for an account.

• Purchase a phone number to use for calls and SMS.

• All billing, account changes, and maintenance for your Twilio account are handled directly through Twilio.

• If you change your Twilio number, remember to update it in your AGENTVIEW integration settings.

Step 2: Purchase the Twilio Add-On in AGENTVIEW

To activate the integration inside AGENTVIEW, you must purchase the Twilio Add-On.

• Go to the Integrations section inside AGENTVIEW.

• Select the Twilio add-on and confirm your subscription.

Once purchased, the add-on will replace the default call buttons inside AGENTVIEW. For example:

• In the Dialer, the native calling buttons (Facetime on Mac, Phone Link on Windows) will be replaced by Twilio call buttons.

• In contact profiles, the call and SMS buttons will also switch to use Twilio.

Step 3: Enter Your Twilio Credentials in AGENTVIEW

After purchasing the add-on, you’ll need to connect your Twilio account to AGENTVIEW.

1. Open the Integrations section in AGENTVIEW.

2. Find the Twilio integration card.

3. Enter your:

   • Twilio SID

   • Twilio Token

   • Twilio Phone Number

4. Save your changes.

This tells AGENTVIEW to use Twilio for your calls and messages instead of your computer’s native apps.

Making Calls Using the Dialer

Once your Twilio number is connected, you can start making calls directly through the AGENTVIEW Dialer.

1. Open the Dialer and load the lead you want to call.

2. Select the phone number you want to dial.

3. Click the Call button.

4. A message will appear: “Starting call.”

5. Twilio will first call your phone. Answer the call.

6. Once you answer, Twilio connects you to the lead’s number.

When the call ends, simply hang up and continue with the next lead.

Making Calls from a Contact Profile

You can also make calls directly from a lead’s profile.

1. Open the contact profile.

2. Click the Call Contact button next to the lead’s phone number.

3. A message will appear: “Starting call.”

4. Twilio will first call your phone. Answer the call.

5. Twilio will then connect you to the lead’s number.

Sending Business SMS Messages

In addition to calls, Twilio integration allows you to send SMS messages through AGENTVIEW. Before you begin, make sure your Twilio account is SMS-enabled and compliant with regulations.

Requirements for SMS:

• Your Twilio number must support SMS.

• Your business must be registered and verified with Twilio under A2P 10DLC (Application-to-Person 10 Digit Long Code). This prevents your messages from being filtered as spam.

• You must comply with local regulations for business text messaging.

Once your number is verified, you can use the Send SMS button inside contact profiles to message leads directly.

Key Notes

• All Twilio billing is handled directly by Twilio, not AGENTVIEW.

• If you change your Twilio number, update it inside AGENTVIEW to keep your integration active.

• Calls and SMS are routed through Twilio but tracked inside AGENTVIEW, giving you a complete communication history with each lead.