Phone and Twilio
Common questions about Twilio, the telephony provider that holds your phone numbers and carries calls, and about giving Frontline agents a phone number.
Do I Need Twilio to Use Agentic?
Not to build, test or publish an agent, or to use it from your own systems. Twilio is only needed when a Frontline agent should answer a phone number, or when you set up human escalation. See Twilio and What Each Setup Needs.
Who Connects Twilio?
An Organisation Admin, on the Twilio page in Settings. An Admin can send them the right page with Copy link for admin in the Getting started checklist. See Who Does What.
Where Do I Find the Account SID and Auth Token?
Both are on the home page of your Twilio Console. The account SID starts with AC, and the link icon beside each field on the Twilio page opens the matching page in the Console. See Before You Start.
Can Sandbox and Production Use Different Twilio Accounts?
Yes. Each environment has its own Twilio connection, so a Sandbox can use a test account while Production uses the live one. See Settings Are Per Environment.
Why Can't I See the Saved Auth Token?
The auth token is write only. Once saved, its row reads Saved, and Replace is the way to change it. See The Auth Token Is Write Only.
What Does "Twilio Rejected Your Saved Credentials" Mean?
Twilio refused the saved account SID and auth token the last time they were checked. The usual cause is an auth token rotated in Twilio but not replaced here, and calls to your agents' numbers can fail until it is. Select Fix Connection in the Getting started checklist, or replace the token on the Twilio page. See Connection Status.
What Happens If I Change the Account SID to Another Twilio Account?
The API key and resources on the Twilio Resources page are cleared, because they belong to the old account. Re-enter them for the new account afterwards. See Changing the Account.
How Many Phone Numbers Can an Agent Have?
One. Each Frontline agent has one number, and a number can belong to one agent at a time. Background agents do not use phone numbers. See Phone Numbers and Deployment.
The Number Picker Says "Connect Twilio to See Your Numbers"
Twilio is not connected for this environment. Select Connect Twilio to enter the account SID and auth token in a dialog. Connecting Twilio is an Organisation Admin task. See Connecting From an Agent and the access matrix.
A Number I Bought in Twilio Isn't in the List
Select Refresh in the number list to bring in numbers newly bought in Twilio. When every number is already in use, buy or port one in Twilio and select Check Again. See Reading the Number List and When There Are No Numbers.
Can I Use a Number That Another Agent Already Has?
Yes. Choosing it opens "This Number Is in Use", which says who uses it now, and Use This Number moves its calls to this agent. If that leaves another agent with no number, that agent is disabled. See Using a Number That Is Already in Use.
Why Does Saving a Number Publish My Draft?
On a live agent with unpublished changes, saving a number publishes those changes too, and the window warns "This Also Publishes Your Draft". Publish or discard the changes first if they are not ready. See Giving a Live Agent a Phone Number.
My Agent Is Published but Nobody Can Call It
Check whether it has a phone number. A Frontline agent showing Ready has none yet, and the No Phone Number filter on the Agents page lists every published Frontline agent that no number rings. See Agent Statuses and Filtering Agents.
What Does "Inbound Calls Are Not Reaching This Agent" Mean?
The agent's phone number was never pointed at it, so callers do not reach it and the agent shows Not answering. Select Retry deployment on the notice, and if retries keep failing, check that Twilio is still connected and the number is still in the account. See Troubleshooting Deployment.
What Do Deployment Pending and Deployment Unconfirmed Mean?
Deployment pending means the number is still being pointed at the agent, which usually finishes within moments. Deployment unconfirmed means the attempt never recorded a result, and retrying is safe. See Deployment and Troubleshooting Deployment.
What Happens to the Old Number When I Publish a New One?
Calls to the old number stop reaching the agent as soon as the version is published, so update anywhere that number is advertised. See Changing Number on Publish.
What Happens to the Number When I Disable or Delete an Agent?
Disabling a Frontline agent releases its number, so calls stop reaching it, and enabling it points the number back. Deleting releases the number and leaves it in your Twilio account, free for another agent. See Disabling an Agent and Deleting an Agent.
Is a Playground Test Call Billed?
Yes. A test call is billed like a real call, and it has a maximum length so a forgotten browser tab cannot hold a line open. See Testing by Voice.