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Twilio Setup (Easy)

This walkthrough shows you how to spin up a Twilio sub-account, upload the right compliance documents, buy a US mobile number, and drop the credentials into Callgency AI.

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1. Create (or Open) a Sub-Account

  1. Log in at console.twilio.com
  2. Click your workspace name → Sub-Accounts → Create new sub-account
  3. Name it after your client to keep billing and logs separate
Tip: If Twilio shows multiple “regions”, always leave it on US1 so Callgency AI can reach the logs.

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2. Build the Regulatory “Bundle” First

Twilio won’t let you buy a mobile number until you upload proof-of-business (for some countries).

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For US Numbers:

  1. In the left menu choose Phone Numbers → Regulatory Compliance
  2. Click Create Bundle and fill in:
    • Country: United States
    • Number Type: Mobile (for SMS + voice)
    • Business Type: Independent software vendor assigning numbers to clients

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Required Documentation:

Twilio asks for three data points:
  • Business name
  • Business address
  • Tax ID (EIN for US businesses)
Accepted docs: Utility bill, lease, business registration, etc. Each file must show at least two of the three data points. Upload multiple files if needed. Submit - Approval usually takes 24 hours.

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3. Buy a Mobile Number

After the bundle is approved (or if you’re buying a local number that doesn’t require a bundle):
  1. Go to Phone Numbers → Buy a number
  2. Filter for:
    • Country: United States
    • Capabilities: Voice & SMS
  3. Choose a number (look for numbers starting with common area codes)
  4. Click Buy

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Pricing Reference (US):

  • Outbound: ~1-2¢ USD/min
  • Inbound: ~1¢ USD/min
  • Monthly rental: ~$1-2/month

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4. Copy Credentials into Callgency AI

  1. Back in the Twilio console dashboard, copy:
    • Account SID
    • Auth Token
  2. In Callgency AI:
    • Open Settings → Company → Integrations → Telephony
    • Select Twilio
    • Paste both values
    • Click Save
The number you just bought will appear in the list. Select it for:
  • Outbound voice calls
  • SMS messaging

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5. (Optional) Add a Verified Caller ID for Masking

If your client wants calls to display their existing business line instead of the Twilio number:
  1. Twilio left menu → Verified Caller IDs → Add new
  2. Enter the business number
  3. Twilio sends an SMS or voice code for verification
  4. Enter the code to verify
Once verified, you can choose that caller ID when launching campaigns. Note: Verified IDs work for outbound only. Inbound calls still land on the Twilio number.

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How It Works:

  • Outbound calls: Display your verified business number
  • Inbound calls: Come to your Twilio number
  • SMS: Uses your Twilio number
This gives the impression of a local business line while using Twilio’s infrastructure.

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6. Quick Cost-Control Reminders

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Twilio Bills by the Full Minute

A 9-second voicemail = 1 minute charge. This is important for cost calculations.

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Voicemail Detection

Twilio includes built-in voicemail detection (a major advantage). Enable it in Callgency AI to avoid wasting money on voicemail messages.

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For US Clients:

Consider pairing:
  • Twilio for SMS + inbound
  • Telnyx for outbound voice (halves voice cost)
While maintaining the same visible number to customers.

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Testing Your Setup

  1. Make a test call from Callgency AI to your mobile phone
  2. Verify:
    • Call connects properly
    • Audio quality is clear
    • Caller ID displays correctly (if using verified caller ID)
    • Call logs appear in both Twilio and Callgency dashboards
  3. Test SMS (if using):
    • Send a test SMS from your agent
    • Verify delivery and sender number
    • Test inbound SMS responses

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Troubleshooting

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”Insufficient permissions” error

  • Verify you’re using the correct Auth Token (not API Key)
  • Ensure the Account SID matches the sub-account

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Numbers don’t appear in Callgency

  • Refresh the page
  • Verify the credentials were saved
  • Check that the number has Voice capability enabled

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Calls fail to connect

  • Verify the number is active in Twilio
  • Check your Twilio account balance
  • Ensure geographic permissions are enabled for your target country

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Next Steps

You’ve now created a compliant sub-account, attached a mobile number, and wired everything into Callgency AI—ready for your AI agents to start dialing!