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Twilio native integration

Learn how to configure inbound calls for your agent with Twilio.

https://www.youtube-nocookie.com/embed/1_ebl-acp6M?rel=0

Overview

Section titled “Overview”

This guide shows you how to connect a Twilio phone number to your ElevenLabs agent to handle both inbound and outbound calls.

You will learn to:

  • Import an existing Twilio phone number.
  • Link it to your agent to handle inbound calls.
  • Initiate outbound calls using your agent.

Phone Number Types & Capabilities

Section titled “Phone Number Types & Capabilities”

ElevenLabs supports two types of Twilio phone numbers with different capabilities:

Purchased Twilio Numbers (Full Support)

Section titled “Purchased Twilio Numbers (Full Support)”
  • Inbound calls: Supported - Can receive calls and route them to agents
  • Outbound calls: Supported - Can make calls using agents
  • Requirements: Number must be purchased through Twilio and appear in your “Phone Numbers” section

Verified Caller IDs (Outbound Only)

Section titled “Verified Caller IDs (Outbound Only)”
  • Inbound calls: Not supported - Cannot receive calls or be assigned to agents
  • Outbound calls: Supported - Can make calls using agents
  • Requirements: Number must be verified in Twilio’s “Verified Caller IDs” section
  • Use case: Ideal for using your existing business number for outbound AI calls

Learn more about verifying caller IDs at scale in Twilio’s documentation.

Guide

Section titled “Guide”

Prerequisites

Section titled “Prerequisites”

  1. Import a Twilio phone number

    In the ElevenAgents dashboard, go to the Phone Numbers tab.

    ElevenAgents phone numbers page

    Next, fill in the following details:

    • Label: A descriptive name (e.g., Customer Support Line).
    • Phone Number: The Twilio number you want to use.
    • Twilio SID: Your Twilio Account SID or API Key SID.
    • Twilio Token: Your Twilio Auth Token or API Key Secret.
    Phone number configuration

    Copy the Twilio SID and Auth Token from the Twilio admin console.

    Phone number details
    Applied settings
    Twilio phone number configuration

  2. Assign your agent (Inbound-capable numbers only)

    If your phone number supports inbound calls, you can assign an agent to handle incoming calls.

    Select agent for inbound calls

Test the agent by giving the phone number a call. Your agent is now ready to handle inbound calls and engage with your customers.

Making Outbound Calls

Section titled “Making Outbound Calls”

Your imported Twilio phone number can also be used to initiate outbound calls where your agent calls a specified phone number.

  1. Initiate an outbound call

    From the Phone Numbers tab, locate your imported Twilio number and click the Outbound call button.

    Outbound call button

  2. Configure the call

    In the Outbound Call modal:

    1. Select the agent that will handle the conversation
    2. Enter the phone number you want to call
    3. Click Send Test Call to initiate the call
    Outbound call configuration

Once initiated, the recipient will receive a call from your Twilio number. When they answer, your agent will begin the conversation.

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