Settings
Settings is where an Organisation Admin connects Agentic to the outside world: the Twilio account that phone numbers live in, the contact centre setup that lets agents hand conversations to people, and the AI apps connected to the organisation. None of it is needed to build, test or publish an agent. It becomes necessary when an agent needs a phone number, or when people on your team need to take over from an agent.
Before You Start
- Role: only the Organisation Admin role can open Settings. Admins do not see it in the sidebar. See Roles and Permissions.
- An environment. Settings belong to the environment selected in the environment switcher. See Switching and Managing Environments.
If you are an Admin and an agent needs something from Settings, the Getting started checklist in the sidebar offers Copy link for admin in place of the settings link. Send the copied link to your Organisation Admin.
Settings Are Per Environment
Each environment has its own settings. Sandbox, UAT and Production can use different Twilio accounts, and human escalation can be on in one environment and off in another. This keeps test traffic away from real customers: a Sandbox agent can use a test Twilio account while Production uses the live one.
Switching environment while on a settings page keeps you on the same page, so you can compare an environment's setup with another's.
What Is in Settings
Open Settings in the Agentic sidebar. It opens on Twilio. The pages are grouped:
| Group | Page | What it is for |
|---|---|---|
| Integrations | Twilio | The Twilio account SID and auth token that phone numbers need. See Twilio. |
| Integrations | Connected Apps | AI apps such as Claude, ChatGPT or Cursor that people in your organisation have connected. See Managing Connections. |
| Contact Centre | Human Escalation | Turns on handing conversations to people. See Human Escalation. |
While human escalation is off, Human Escalation is the only page under Contact Centre. Turning it on replaces it with four pages: Twilio Resources, Wrap, Routing and Capacity.
Connected AI apps have their own section, because they are not tied to one environment. See Connected Apps.
What Each Setup Needs
| You want to | You need |
|---|---|
| Build, test and publish agents | Nothing in Settings. |
| Use a published agent from your own systems | Nothing in Settings. See the developer docs. |
| Give a Frontline agent a phone number | A Twilio account SID and auth token on the Twilio page, and a phone number in that Twilio account. |
| Hand conversations to people on your team | Everything above, plus human escalation turned on and its Twilio Resources, Wrap, Routing and Capacity pages set up. |
Sidebar Markers
A settings page in the sidebar can carry a small marker when something on it needs attention, or to confirm that it is healthy. Hover over the marker to read why. For example:
- "Twilio is rejecting this environment's credentials." on Twilio
- "Add an API key for human escalation." on Twilio Resources
- "There are no queues, so inbound tasks have nowhere to route." on Routing
- "Nobody has signed in to the workspace, so these limits aren't reaching anyone." on Capacity
Each page explains its own markers and warnings.
In This Section
- Twilio. Connect the Twilio account your phone numbers live in
- Human Escalation. Let agents hand conversations to people on your team
- Twilio Resources. The API key, TaskRouter resources and webhook URLs
- Wrap. After-contact work and wrap-up codes
- Routing. Activities, task queues and the workflow
- Capacity. How many tasks one person can hold at once
- Connected Apps. AI apps connected to your organisation